An investigation of a framework for the implementation of service management in the information and communication technology sector
Robert Benyon, David Sewry · Journal of the Association for Information Systems · 2008
The true value of Information and Communication Technology (ICT) can only be realised when it provides solutions that meet or exceed the client’s expectations. The successful management of services includes maintaining service levels, which involves defining and satisfying customer requirements. Service Management is a misunderstood dynamic process with key elements and associated problems. This paper identifies the requirements for a Service Management framework and proposes a two phase framework for its implementation. These two phases are the preparatory phase and the managed services phase. The preparatory phase is characterised by the absence of a client and the development of a Service Catalogue. The managed services phase pivots around the client and the Service Agreement.