What is service management?

Service management is a concept that describes how organizations provide quality services that are a hit with customers. As a professional domain, service management has been maturing for decades, and today, organizations that provide services can tap into a huge body of knowledge, including various frameworks and standards that describe service management principles, best practices and processes.
In this video, Stefan Kempter explains how service management helps organizations build up a loyal, or even enthusiastic, customer base, and why the topic is getting a lot of attention these days.
► Time stamps for this video are as follows:
00:00 Service mgt.: Professional domain
00:43 Benefits of providing services
Service management methods
01:44 Service management frameworks
"Good Service Management"
02:56 Time-tested principles
03:14 Customer journey maps
04:28 Managing services: The service lifecycle
Service management process model: The YaSM Process Map
06:53 Service management processes
07:41 Process model, process diagrams
08:37 Checklists, document templates: ex. 'Service definition'
09:13 Service mgmt. activities: 'Service design' (ex.)
10:01 How to get started?
In our YaSM Wiki we provide a complete introduction to service management:
► yasm.com/wiki/en/index.php/Ma...
For more information about the service management process model - the YaSM® Process Map - please visit the YaSM web site:
► yasm.com/en/products/yasm-pro...
The YaSM channel on TH-cam:
▲ / @yasm-model
Video (German version):
► • Was ist Service-Manage...
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