Warning! If you are working in the IT industry the definition you might be using for ‘service management’ may be wrong, very wrong. Unfortunately, some professionals are discovering, too late may I add, the traditional definitions of IT Service Management (ITSM) and Business Service Management (BSM), are but a fig leaf for the re-engineering of IT practices, and installation of replacement software, more aligned with vendor strategies than customer needs.
For example, did you notice the latest edition of the popular IT Infrastructure Library (ITIL) redefines business service management as something entirely different from the definition used by the BSM community, and explains anew IT service management?
Have you ever heard of the names Normann, Levitt, Bitner, Chase, Gronroos, Ftizsimmons, Pine, Kotler, and Pine?
Does your favored definition explain the service concept, and how customer expectations, experiences, and levels of satisfaction are managed as part of a service management system?
Does the approach recommended start from the outside-in, favoring customer needs? If not, I just hope you look good naked.
Join me, Ian Clayton, author of the Universal Service Management Body of Knowledge (USMBOK), on a detailed exploration of the origins of service management, the strengths and weaknesses of common IT frameworks, with an added emphasis on ITIL 2011 Edition, and the four key elements of a successful program.