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A service management system (SMS) is an all-encompassing management system meant to bring together all aspects of organization management such as:
- Planning
- Strategies
- Policies
- Objectives
- Documentation
- Processes
It is also the main resource for the design and development as well as the transition into a service-oriented organization that meets its business needs proficiently.
Techopedia Explains Service Management System
Service management systems are large modular systems which incorporate all or most aspects of a service-oriented organization. To have a service-management mindset, an organization must understand the level of process maturity that is required to become a service-oriented organization.
Standardization organizations such as the Information Technology Infrastructure Library (ITIL) and the International Organization for Standardization/International Electrotechnical Commission (ISO/IEC) provide standard frameworks for the creation of service management systems as well as provide the concepts and best practices behind service management itself.
The service management organization can be the entire organization or a special subset of that organization, the most common of which is the IT organization or department. That is why service management is often associated with IT service management, but the latter is only a subset of the former. Service management is applicable to any organization such as food, manufacturing and even health care but the core idea remains the same—to provide a central system for planning, development and delivery of services either to the organization itself or to third parties.
The scope of the service management system must be defined in terms of:
- Location of the service
- Customers
- Customer location
- Technology
