Service management

Service management

Service Management is integrated into Supply Chain Management as the joint between the actual sales and the customer. The aim of high performance Service Management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain. Most service-intensive supply chains require larger inventories and tighter integration with field service and third parties. They also must accommodate inconsistent and uncertain demand by establishing more advanced information and product flows. Moreover, all processes must be coordinated across numerous service locations with large numbers of parts and multiple levels in the supply chain.

Among typical manufacturers, post-sale services (maintenance, repair and parts) comprise less than 20 percent of revenue. But among the most innovative companies in Service , those same activities often generate more than 50 percent of the profits.


Traditionally overlooked as a ‘necessary evil’, Service Management is moving to the forefront as a business strategy. To maintain growth and customer loyalty in a competitive environment, leading companies are now recognizing the need to improve Service and Service Parts Management capabilities.


The main drivers for a company to establish or optimize its Service Management practices are varied:

* High service costs can be reduced, i.e. by integrating the service and products supply chain.
* Inventory levels of service parts can be reduced and therefore reduce total inventory costs.
* Customer service or parts/service quality can be optimized.
* Increasing service revenue.
* Reduce obsolescence costs of service parts through improved forecasting.
* Improve customer satisfaction levels.
* Reduce expediting costs - with optimized service parts inventory, there is no need to rush orders to customers.
* Minimize technician visits - if they have the right part in hand, they can fix the problem on the first visit.


Generally, Service Management comprises six different capabilities that companies should consider for optimization:

* Service strategy and service offerings
** Service Strategy Definition
** Service Offerings Definition & Positioning
** Go-To-Market Strategy
** Service Portfolio Management

* Spare parts
** Parts Supply Management
** Inventory Management
** Parts Demand Management
** Fulfillment Operations & Logistics
** Service Parts Management

* Returns, repairs and warranties
** Warranty & Claims Management
** Reverse logistics
** Returns Processing
** Remanufacturing

* Field Service Management or Field force effectiveness
** Technician Enablement
** Mobility
** E-learning
** Activity Scheduling
** Service Billing

* Customer management
** Order Management & Availability
** Channel & Partner Management
** Customer Insight
** Technical Documentation

* Assets, Maintenance, Task Scheduling, Event Management
** Remote Monitoring
** Diagnostics & Testing
** Asset Management/Optimization
** Configuration Management

List of Service Management Solution providers

Major vendors of Service Management solutions (in alphabetical order) include:

* Accenture
* Altiris Management Suite
* CA Unicenter
* ExpertDesk Service Management
* HP OpenView
* IBM Service Management
* LANDesk Management Suite
* Level Platforms
* Microsoft Systems Management Server
* Nagios
* Novell ZENworks
* Objective Systems Integrators NETeXPERT
* Oracle Enterprise Manager
* Raritan
* TeamQuest Performance Software
* Zenoss

ee also

* Customer service
* Enterprise architecture
* Managed services
* Product and Service Assembly
* Service (economics)
* Service economy
* Services marketing
* Service design
* Service provider
* Service Science, Management and Engineering
* Service system
* Strategic Service Management
* Web service

External links

* [ Telecommunication Service Management Course Model for Business Colleges]
* [ Demo applet of an advanced planning and scheduling algorithm for automated field service planning]

Wikimedia Foundation. 2010.

Look at other dictionaries:

  • Service-Management — ist ein Verfahren zur Optimierung von Dienstleistungen und stellt als Bereich innerhalb des Supply Chain Managements (Lieferkettenmanagement) die Schnittstelle zwischen dem Verkauf eines Produktes und dem Kunden dar. Inhaltsverzeichnis 1 Ziele 2… …   Deutsch Wikipedia

  • Service Management — Dieser Artikel oder Abschnitt bedarf einer Überarbeitung. Näheres ist auf der Diskussionsseite angegeben. Hilf mit, ihn zu verbessern, und entferne anschließend diese Markierung. Service Management ist ein Bereich innerhalb des Supply Chain… …   Deutsch Wikipedia

  • Service Management Facility — (SMF) is a feature of the Solaris operating system that creates a supported, unified model for services and service management on each Solaris system and replaces init.d scripts. SMF introduces:* Dependency order . Services sometimes depend on… …   Wikipedia

  • Service Management Facility — (SMF)  механизм в операционной системе Solaris, который создаёт унифицированую модель для всех служб и заменяет скрипты init.d. SMF предоставляет: Зависимости. Службы могут зависеть друг от друга. Если одна из служб не функционирует… …   Википедия

  • Service Management Facility — (kurz: SMF) ist eine Funktion des Betriebssystems Solaris 10 von Sun Microsystems. Es ersetzt die bisher zur Steuerung von Diensten verwendeten init.d Skripte und Runlevels. Weblinks GUUG Service Management Facility (smf) (PDF Datei; 202 kB)… …   Deutsch Wikipedia

  • IT service management — (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer s perspective of IT s contribution to the business. ITSM stands in deliberate contrast to technology centered approaches to IT… …   Wikipedia

  • ITIL Planning to implement service management — The planning to implement service management is a set in the Information Technology Infrastructure Library (ITIL) framework. This set is about the alignment of business needs and IT provision requirements. Besides, this set describes how to… …   Wikipedia

  • Klüh Service Management — Rechtsform GmbH Sitz Düsseldorf Mitarbeiter 41.114 Umsatz 633,31 Mio. (2010) Branche Dienstleistungen P …   Deutsch Wikipedia

  • Field service management — (FSM), also known as Field Force Automation (FFA), is an attempt to optimize processes and information needed by companies who send technicians or staff into the field (or out of the office.) Optimization is difficult, since it involves… …   Wikipedia

  • Strategic Service Management — (SSM) = Strategic Service Management, SSM, is a new customer commitment centric business strategy that optimizes a company’s service business processes through a single, integrated view of post sale service operations, by taking into… …   Wikipedia

Share the article and excerpts

Direct link
Do a right-click on the link above
and select “Copy Link”