What is Service Management ?

I was contacted recently to discuss Enterprise Service Management and the ESM market. While preparing the discussion, I came to the conclusion that this can only make sense if I define precisely what I define as IT Service Management. 

I'll spare you the Wikipedia quote and generic third party definition. Googling "What is Service Management" is probably going to get you some interesting stuff. 

Here's my take : Service Management is about delivering complex (usually IT) Services to users that are more often than not are employees of an organization. It focusses first and foremost on the user perception of things.


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