The service management framework provides the starting point for specifying an operating model for a service business or service provider organization.  Primed with individual consumer scenarios as input to the ‘service product’ element, it includes:

  • The service product, including the basic design approach to a service
  • The service management system supporting an order-fulfilment mechanism based a combination of service portals, service request and service catalogues, and service request pathways
  • The service provider organization, including the service management functional backbone and service management office principles of operation
  • The workforce management system
  • The consumer management system
  • The performance excellence system, including continuous improvement
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