Service management is a system that involves the supply chain, and it helps to create a connection between the customer and the company. Service management helps to manage, implement and also in the service delivery so as to attain the goals of the organisation. Maximising supply chains is the main goal of service management. Service management also reduces costs by integrating services and products. Keeping small inventories is also a purpose for service management.

IT Service Management

IT Service Management helps an organisation to plan, design, deliver, control and also operate information technology services to its customers. There are several definitions used to explain the term service management to make it more understandable. According to the Information Technology Infrastructure Library

(ITIL), service management is the implementation and management of services that help in achieving the business needs and desires. These services are IT-dependent. The service management is done by service providers who have specialised in the IT field. The ITIL service management helps to define the responsibilities. Some of the popular IT service management roles include the incident manager, problem manager, change manager, project manager, service level manager, and the business relationship manager.

Another definition of service management is the systematic procedure of managing the contracting, provisioning and offering services to the customers. Customer satisfaction and getting the desired outcome is the primary purpose of service management.

To understand service management better, we can, therefore, look at some examples. One case is a situation where two operators share information concerning management with each other. This is to help manage their networks, which are interconnected. Only the necessary management information is exchanged, and the internal structure of the business is kept private. This is for security purposes.

Another service management example is a case where an operator shares information about management with his customers. Information about the internal structure of the network is hidden from the customers for security reasons.