Service management

Written on 16 July 2014, 09:16pm

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– How many Service Desk staff does it take to change a light-bulb?
a) None. Restoration of service is a Level 1 Support function

Multiple choices here🙂

I recently spent some time reading about service management, more specifically, ITIL. Some notes – in random order – below:
Service – a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs or risks
Service Management – a set of specialized organisation capabilities for providing value to customers in the form of services
Process – a structured set of activities designed to accomplish a specific objective.