Customers expect more. It’s no longer a matter of simply making sure the lights are on – you have to “provide high-quality services today and increasingly higher levels of service in the future,” according to this post found on informIT. The post begins by explaining how high-quality IT can be a differentiator for an IT organization—but it takes quite a bit of work to get to that point. This is the reason to use sound service management.
The post then goes on to list the processes needed to establish service management, beginning with the identification and description of what services are provided (from the perspective of the customer). From that point, expectations are established, growth projections, identification of critical assets, and likewise identification of opportunities and risks.