Page 98 - ITIL® Foundation 3.15

Service Management Defined
The definition of Service Management is a set of specialized organizational capabilities for delivering value in the form of services. I call it the secret sauce of an organization. All organizations have proprietary or secret information about the way they operate. These secrets are things that the organization feels makes them special or competitive. It may be some operational procedure or core competency.
Capabilities = How we manage
If you were in need of a surgery, you would go to a hospital or surgery center that was
recognized for excellence in providing customer care. The business customer is interested in how IT
can provide an increase in their capabilities to achieve their
business goals. Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. By analyzing and
understanding the customer’s business goals,
IT has the ability to target application of
organizational capabilities to control the
management of IT activities. IT will become
more efficient in the execution of the activities
required to provide services to the customer (business). The goal for all of us is to become “non-negotiable”.
When you are the customer for surgery, what do you look for? 777777777777777777 7 Professionalism 7 Competency 7 Works together 7 Has a Plan 7 Record of success
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