Service management is the way of conducting and controlling the service offering, resources and activities.
Service Management Capability
The service management capability is the service offering system which functions to realize the management of service offering needs, requirements, services, solution and abilities.
The purpose of the service management is to enable and assure the abilities of governance, organization, integration, assurance and compliance of the service offering needs, requirements, services, solution and abilities.
Service management is the service offering management of the service management capability.
The purpose of service management is to enable and assure the management and abilities of the service management of the enterprise are controlled, balanced and aligned to the mission and needs of the enterprise as a whole.
Service Management Responsibilities
The service manager role is responsible for service management of the service management capability.
Service management work products include service management ideas, requirements, plans, risks, opportunities, reviews, decisions and action items.
Service Management Architecture
The service management architecture is the service offering architecture of service management of the service management capability.
The service manager role uses the service management architecture to support service management responsibilities and activities.
The purpose of the service management architecture is to provide a management structure to enable and assure service management capability of the enterprise is controlled, balanced and aligned to the mission and needs of the enterprise as a whole.
The structure includes service catalog management, service level management, supplier management, change management, service asset and configuration management, release and deployment management, incident management, event management, service reporting and service measurement.
Service Management Architecture Responsibilities
The service architect role is responsible for architecting the service management architecture in support of the service manager role.
Service management architecture work products include service management architecture concepts, descriptions, models, views, viewpoints, specifications and analyses. Specific examples are service performance reports, service incidents reports, service measurements, service catalog management plan, service level management plan, supplier management plan, change management plan, service asset and configuration management plan, release and deployment management plan, incident management plan, event management plan, service reporting plan and service measurement plan.
Service Management Team
As shown in Figure 85 – Service Management Team Concept, service management is interconnected with and interdependent on enterprise management and integration, business management, process management, information management, IT management and system management.
Figure 85 – Service Management Team Concept