Summary

In this chapter, you saw some key definitions for service management, including value, a service, process, and others. There were descriptions of what a management system was and that service management is about managing services, no matter the level of formality, it is in play at all times, and it is all around us in many different scenarios. We also reviewed the various management systems where best practices and guidance can be leveraged to gain knowledge and understanding about how to apply them to your specific needs. There was also a discussion about the common elements of the various service management systems that can be leveraged and adapted to your specific needs and culture. Another area of discussion was how business and IT continue to converge, one relying on the other for overall success. This chapter wrapped up with a review of some key accelerators that can be applied to improve the speed with which you implement service management capabilities.

In the coming...