01-6. Define and explain the concept of service management (SS 2.1.2)

01-6. Define and explain the concept of service management (SS 2.1.2)



Key Concepts





2.1.2 - Service Management (28)


Specialized Organization Capabilities - to provide valuable services to Customers
Convert - Turning Capabilities and Resources into services
Consistency - more mature companies able to consistently produce services for customers in timely/cost-effective manner
Adaptable - nimble and adaptable to changes to continue producing competitive services

Challenges:

• Intangible Nature of output
• Demand tightly coupled with Customers' assets (processes, docs, apps)
• High Level of contact with Customer
• Perishable - service output and capacity life is short-lived. Need steady supply of demand from customer.