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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 3: SERVICE MANAGEMENT

“A set of specialised organisational capabilities for delivering value to customers in the form of services.”

Service management can include, for example, the staff skills and processes used to manage and support IT services.

Organisations develop service management capabilities and skills to respond to challenges including:

  • The intangible nature of the output of a service process
  • Customer assets that drive demand. Service providers have to balance supply and the cost of delivery
  • Service provider and consumer have a high level of contact, often informal and not managed
  • Service output is perishable and cannot be stockpiled.

Service management as a professional practice

Service management is supported by knowledge, ...

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