Service Management needs to not miss seeing the forest for the trees. Part of that is remembering that management is not defined by services, and that service is recognizable and manageable in four typical forms.
2. Recalibrating service management
The most important thing about any service is that it is intentional, and that
its fundamental intention is to be accessible on demand.
The key distinguishing feature of a service is that it is formed to respond to
demand.
Managing service is complicated in lockstep with the complications of
functionality in the core operation that is made accessible as a service.
Unfortunately, managing operational functionality is often mistaken for
managing service, so if operational functionality is difficult or elaborate, the
service management is also seen as difficult or elaborate.
But management itself is more often just confused due to not knowing what
matters it should be managing.
There are four (inter-related) ways to manifest a service, and each way has a
distinctive aspect to be managed.