Chapter 3. The Service

Businesses that excel and stand apart are ones that understand how they provide value to their customers. They have defined their core services, and the entire focus of everything the company does ultimately can be tied back to delivering their core services with the quality, reliability, and value that their customers remain loyal to them for. Competent service management is a prerequisite for success and for business to be excellent, its service management must be as well. At the heart of ITSM is the concept of service. Unless it is clearly understood what services are being provided and used, service management becomes impossible. In business and in ITSM we have to understand what we intend to manage.

In this chapter, ...

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