Methiods & Tools


Service management thinking is grounded in product management and service marketing principles.  It represents a core set of disciplines, concepts, terminology, systematic methods and skills, to manage the offering, contracting, fulfillment and support of services.   Service management ensures the consumer (customer) expectation and desired outcomes are respected, and the gap if any, between these and the service provider's capabilities are known.

Service management ensures services are provided at a known quality and cost, and customer satisfaction levels are achieved cost effectively.  It is a means by which the customer experience of interacting with a provider's organization and its products and services is designed and managed, and is also a transformation method for any organization that wishes to operate and be performance managed as a service business.

Its concepts and methods are universally applicable to any service business, including an information technology (IT) organization.

Available February, 2012

Lean Thinking for Service

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