Part 1: The Importance of Service Management

Part 1 elaborates on the understanding that service management serves as a structure from which other complementary frameworks, methods, movements, and standards can be harmonized, providing value for customers in the form of desired outcomes.

This part has the following chapters:

• Chapter 1, Understanding Service Management
• Chapter 2, Getting to Grips with Service Management Frameworks
• Chapter 3, Working with the “Design Thinking” Aspect of Service Management
• Chapter 4, Systems Thinking in Terms of Service Management