Service management

Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer. The aim of high performance service management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain. Most service-intensive supply chains require larger inventories and tighter integration with field service and third parties. They also must accommodate inconsistent and uncertain demand by establishing more advanced information and product flows. Moreover, all processes must be coordinated across numerous service locations with large numbers of parts and multiple levels in the supply chain.

Among typical manufacturers, post-sale services (maintenance, repair and parts) account for less than 20 percent of revenue. But among the most innovative companies in service, those same activities often generate more than 50 percent of the profits.

Benefits

IT service management

IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers. It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology.

Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by

Context

As a discipline, ITSM has ties and common interests with other IT and general management approaches, e.g., quality management, information security management and software engineering. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI, ISO 9000 or ISO/IEC 27000.

Service

Service may refer to:

Acts of service

Religion

Management

Management in businesses and organizations is the function that coordinates the efforts of people to accomplish goals and objectives by using available resources efficiently and effectively.

Management includes planning, organizing, staffing, leading or directing, and controlling an organization to accomplish the goal or target. Resourcing encompasses the deployment and manipulation of human resources, financial resources, technological resources, and natural resources. Management is also an academic discipline, a social science whose objective is to study social organization.

Etymology

The English verb "manage" comes from the Italian maneggiare (to handle, especially tools), which derives from the two Latin words manus (hand) and agere (to act).

The French word for housekeeping, ménagerie, derived from ménager ("to keep house"; compare ménage for "household"), also encompasses taking care of domestic animals. The French word mesnagement (or ménagement) influenced the semantic development of the English word management in the 17th and 18th centuries.

Christian Grönroos

Christian Grönroos (born 16 January 1947) is a Finnish Academic focused on Service and Relationship Marketing. His research interest is to "develop marketing based on a service logic: promise management and marketing; transforming manufacturing into service business".

Dr. Christian Grönroos is since 1999 Professor of Service and Relationship Marketing (prior to that 1984-1999 Professor of International and Industrial Marketing) at Hanken School of Economics Finland (Svenska handelshögskolan) and chairman of the board of the research and knowledge centre CERS Centre for Relationship Marketing and Service Management of this business university. He is a Honorary Professor at Nankai University and Tianjin Normal University, P.R.China as well as at Oslo School of Management, Norway. Between 2001 and 2007 he served as Guest Professor of Service Management at Lund University Sweden.

Legend in Marketing

Christian Grönroos has been selected as a "Legend in Marketing" - the first one outside North America -, and his research work will be compiled and featured in the forthcoming "Legends in Marketing" Series, edited by Dr. Jagdish Sheth (Series Editor) and published by the Sage Publications. Other marketing scholars featured as Legends include Richard Bagozzi, Shelby Hunt, Philip Kotler, V. Kumar, Naresh Malhotra, Kent Monroe, Jagdish Sheth, Yoram Wind, and Gerald Zaltman.