What is service management?

Service management is a concept that describes how organizations provide quality services that are a hit with customers. As a professional domain, service management has been maturing for decades, and today, organizations that provide services can tap into a huge body of knowledge, including various frameworks and standards that describe service management principles, best practices and processes. In this video, Stefan Kempter explains how service management helps organizations build up a loyal, or even enthusiastic, customer base, and why the topic is getting a lot of attention these days. ► Time stamps for this video are as follows: 00:00 Service mgt.: Professional domain 00:43 Benefits of providing services Service management methods 01:44 Service management frameworks “Good Service Management“ 02:56 Time-tested principles 03:14 Customer journey maps 04:28 Managing services: The service lifecycle Service management process model: The YaSM