Service management, no matter the level of formality, is in play at all times and is all around us in many different scenarios. It is incumbent upon service providers to maintain this capability, especially for those that have formalized their practice. That said, a service provider’s market consists of stakeholders that are key to the success of a formal service management capability. Formal service management is not specific to IT. In fact, and as mentioned, many of its included concepts originate from other industries. Culture also plays a key role in the success of managing services. Once human resources get entrenched in formal service management situations across an ecosystem of service providers, it becomes contagious, in that the quality of the service being delivered is judged. Applying common sense concepts from formal service management can have a significant impact on work/life balance.
In the coming chapters, we will build on these concepts of service management, including related frameworks/standards/methods, systems thinking, and design thinking. Now that your curiosity has been piqued by the general idea of service management, let’s explore what is meant by formalizing these concepts from an IT service management perspective, often referred to as ITSM.