Service Management System

What Does Service Management System Mean?

A service management system (SMS) is an all-encompassing management system meant to bring together all aspects of organization management such as:

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  • 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
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Margaret Rouse
Technology Expert

Margaret is an award-winning technical writer and teacher known for her ability to explain complex technical subjects to a non-technical business audience. Over the past twenty years, her IT definitions have been published by Que in an encyclopedia of technology terms and cited in articles by the New York Times, Time Magazine, USA Today, ZDNet, PC Magazine, and Discovery Magazine. She joined Techopedia in 2011. Margaret's idea of a fun day is helping IT and business professionals learn to speak each other’s highly specialized languages.