Foundations
8 articles on Foundations, newest first.
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What Service Management Really Means
Service management is a disciplined way to create dependable value through services, not simply a name for a technology team.
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Why Services Are the Basis of Business Value
A service matters because it helps a consumer achieve an outcome while managing cost and risk on the consumer's behalf.
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Value Co-Creation in Enterprise Services
Value is co-created when provider and consumer fulfil clear, complementary responsibilities and improve the service together.
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Outcomes Versus Outputs
Outputs show what a provider produced, while outcomes show whether the consumer achieved something useful.
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Mapping Service Management Stakeholders
Stakeholder mapping prevents service decisions from being dominated by the loudest or most visible participants.
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Digital Integration Beyond Technology
Digital integration joins people, process, information, partners and technology around a coherent service experience.
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How Organisational Silos Inhibit Service Excellence
Functional optimisation can damage the end-to-end service when departments pursue local targets without shared accountability.
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From ITSM to Enterprise Service Management
Enterprise service management adapts proven service principles to any function that provides repeatable services to internal or external consumers.