CHAPTER 1: KEY CONCEPTS OF SERVICE MANAGEMENT
We’re going to start by taking a look at what service management actually means. Service management describes a way of working within an organisation that helps to deliver value to the organisation’s customers, so it is worth spending time analysing its definition, along with some of the related concepts.
Why is service management important?
In today’s world, information technology (IT) is a fully integrated part of everyone’s life. Whether using a smartphone, withdrawing cash from an ATM, paying bills, or booking tickets on the Internet, IT is present in everything we do. It often plays a supporting ...
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