Gentlemen – I’m sending my rough notes and will clean up for
public posting.
Michael – note definition of service management and agreed
preference not to define management service.
Management is a process of controlling resources in accordance
with the policies and principles defined by Governance.
Boris: service mgt is the process of managing services.
Rex: OK. People often think of service mgt but it is management of
services they are talking about.
Boris: service mgt is the implementation
Rex: part of mgt is service mgt; service mgt in another paragraph
Boris: organizationally no separate mgt layer
Rex: no, is separate layer; service mgt is one responsibility
(highly specialized)
Boris: service mgt is not management. Service management is
the process of managing the services, not managing the people.
Is managing just managing people (Boris)? Ken says no.
Rex: service mgt as composite noun is service whose function of
mgt. Separate thing is mgt of service.
Ken: wouldn’t that be mgt service rather than service mgt?
Boris: one of the facets of service mgt is setting up mgt
services.
Rex: function provided either within service automatically or
provided by service provider to manage service actively, i.e. looks at it every
day.
Boris: getting into overloaded terms.
Ken: IT or business service?
Rex: mostly IT but monitored by people. Management of
service within service or management from outside.
Boris: process of proactively monitoring and managing service
behavior.
Rex: that can apply to multiple services (stuff above on mgt
service was in context of single service)
Boris: process of proactively monitoring and controlling the
behavior of a service or a set of services. Can be manual or automated.
Service management is the process – manual, automated, or a
combination – of proactively monitoring and controlling the behavior of a
service or a set of services.
Agreed: let’s not define management service because we run into
all the complexities of what is meant by service.
---------------------------------------------------------------------------
MITRE Corporation, M/S
H305
phone: 703-983-7934
7515 Colshire
Drive
fax: 703-983-1379