1 THE CONTEXT FOR THIS BOOK

INTRODUCTION

Service is not the same as a product. Unlike a manufactured article, service cannot be mass-produced, pre-packaged and sold through different channels – it always involves the customer and the provider in a very specific, real-time relationship. And also unlike a manufactured article, service cannot be disassociated from its supplier as it involves actual dialogue, which is why service management is a largely misunderstood part of the IT delivery chain. It is often confused with IT operations (ITOP) and sometimes derided as being the province of back-room staff, yet frequently represents the greatest proportion of IT customer complaints when its delivery does not match customer expectations.

These expectations ...

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