Module contentService management is an integrated set of value-driven management practices supporting organizationally defined requirements to meet organizational goals and objectives. Using a retail-based simulation, we explore core service management principles. As the scenarios within the simulation are presented, typical key challenges of any transformation initiative are experienced. These challenges and how the group overcomes them, illustrate the principles that are the foundation of any service management model. Using the discoveries from the simulation, this module investigates four key service management philosophies and their supporting improvement models. Each model that we explore has various strengths and weaknesses and we will focus on the need for today’s service manager to be able to incorporate various models to create a management system that is ‘fit for purpose’ for their organization.
ITIL, ISO/IEC 20000, COBIT® and CMMI®-SVC will be presented as an interrelated body of knowledge with the focus on understanding the various models and their influence in managing the strategic, design, transition, operational and improvement activities of an organization. Once the central concept of understanding what is value-driven performance, the service manager can then create the management system that effectively and efficiently delivers the required functionality at the appropriate configuration. While the focus environment is IT, these same principles are applicable to any organizational area.