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1 Overview of Service Management

Services are offered to fulfill the requirements of the customers. Service management refers to management for efficiently and continuously offering the service.

1 - 1 Purpose and Concept of Service Management

Service management is a set of capabilities and processes to direct and control the service provider’s activities and resources for the design, transition, delivery, and improvement of services to fulfill the requirements of the customers. Service refers to the means that are used by the service provider for delivering value for the customer by facilitating results that the customer wants to achieve. Service is generally intangible and can also be delivered to the service provider by a supplier, an internal group, or a customer acting as a supplier. An IT-based service is especially called IT service, and management of IT service is called IT service management. For fulfilling the service requirements of the customer and for increasing customer satisfaction, it is necessary to clearly define the service value that is required by the customer. For that, the service provider prepares an SLA (Service Level Agreement) that contains an SLR (Service Level Requirement), such as the type of service provided, service quality (e.g., availability, reliability), service time, response time of service, performance of service process, and security. Service level agreement is a documented agreement between the service provider and the customer. (It is sometimes included in contracts.) It identifies the service and the service targets and describes the following. · 3 questions

Item Number	Item	Contents
1	Establishment	Provider and user of the service
2	Scope	Name of the service to be delivered
3		Review and change Arrangement regarding review or change of service level
4	Service to be delivered	Explanation of the service to be delivered
5	Delivery time	Time period of delivering the service
6	Organization	Explanation concerning various notifications such as communication or inquiry/maintenance Policy of priority scheduling in service delivery
7	Contact details	Emergency contact method or contact details in the event of occurrence of fault, etc.

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8	Security	Explanation of security and scope of responsibility of security
9	Targets and evaluation	Definition of targets and evaluation of service level, and explanation of evaluation procedure
10	Charging	Definition and explanation of billing at the time of using the service
11	Exclusion of liability (scope of responsibility)	Explanation of matters that are excluded from the scope of responsibility in the agreement

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