Essentials Report

Role Overview: Service Manager

Delivering Value To Your Business By Facilitating Outcomes And Managing The Service

September 3rd, 2008
With contributors:
Peter O'Neill , Rachel Dines


Service management promises to reorganize IT to provide better value to their business customers, but only if that service is designed, transitioned, and delivered in such a way that the service consumer is satisfied. Several key ingredients such as the right people, processes, and technologies are vital to a successful service management implementation. IT operations needs to organize into a front- and back-office configuration. The service manager role acts as an agent to ensure that value for the customer is created through agreements between the customer and the service provider. This report describes the role of a service manager with its key responsibilities, activities, and metrics.

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