In addition to the commitment and competence of employees, the use of ICT in the provision of information now largely determines the efficiency and professionalism of a USD. Service management software (SMS) in facilities is called integrated workplace management system (IWMS) or facilities management information system (FMIS), and in IT it is called IT service management (ITSM) tools. A SMS is the ‘beating ICT heart’ of the USD and offers ample functionality for the support of a USD.

After reading this chapter, the reader will be aware of the scope of SMS and what function this service has within the USD.

7.1 Information services

Information services are at the heart of the business. We encounter information ...

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