Service Management For Dummies
Chapter One
Understanding Service
Management
In This Chapter
* Defining service management
* Understanding that everything is a service
* Measuring, managing, and optimizing
* Delivering service in a complex world
A service can be something as simple as preparing and delivering a meal
to a table in a restaurant or as complex as managing the components
of a data center or the operations of a factory. We're entering an era in which
everything is a service.
A service is a way of delivering value to a customer by facilitating the
expected outcome. That definition sounds simple enough, but it can be
rather complicated when you look deeper. Suppose that you're hungry, and
you want to get something to eat at a restaurant. You have some decisions
to make. How quickly do you want or need a meal? How much time do you
have? How much money do you want to spend? Are there types of food that
you prefer? We make these types of decisions every ... read full excerpt from Service Management For Dummies ebook
