Service management is a customer-focused approach to delivering information technology. Service management focuses on providing value to the customer and also on the customer relationship. Service management provides a framework to structure IT related activities and the interactions of IT technical personnel with customers and clients, which is why service management software is an important tool in this day and age. A service is ready to use and adds value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. Services must evolve in order to continue to meet the needs of the customer and respond to technological changes and advances. The service lifecycle is the overall framework used to identify, define, and manage IT services.
Defining services is key to service management because it allows the customer and the service provider to know what they can and cannot expect from a service. Clearly defined services inform customers about service offerings, including what each service does and does not include, eligibility, service limitations, cost, how to request service, and how to get help. A well-defined service also identifies internal processes necessary to provide and support the service. At KOHO Software we help you gain operational insight and change how you view service management. Many organizations believe transforming their IT operation is simple, just buy new software and everything is solved. We take it a step further by training employees to empower your organization and get the most out of our service management tools.