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What is service management?

Service management is a concept that describes how organizations provide quality services that are a hit with customers. As a professional domain, service management has been maturing for decades, and today, organizations that provide services can tap into a huge body of knowledge, including various frameworks and standards that describe service management principles, best practices and processes. In this video, Stefan Kempter explains how service management helps organizations build up a loyal, or even enthusiastic, customer base, and why the topic is getting a lot of attention these days. ► Time stamps for this video are as follows: 00:00 Service mgt.: Professional domain 00:43 Benefits of providing services Service management methods 01:44 Service management frameworks "Good Service Management" 02:56 Time-tested principles 03:14 Customer journey maps 04:28 Managing services: The service lifecycle Service management process model: The YaSM Process Map 06:53 Service management processes 07:41 Process model, process diagrams 08:37 Checklists, document templates: ex. 'Service definition' 09:13 Service mgmt. activities: 'Service design' (ex.) 10:01 How to get started? In our YaSM Wiki we provide a complete introduction to service management: ► https://yasm.com/wiki/en/index.php/Ma... For more information about the service management process model - the YaSM® Process Map - please visit the YaSM web site: ► https://yasm.com/en/products/yasm-pro... The YaSM channel on YouTube: ▲    / @yasm-model   Video (German version): ►    • Was ist Service-Management?   -- YaSM® is a registered trade mark of IT Process Maps GbR. - "Microsoft®", "Word™" and "Visio®" are registered trademarks of Microsoft Corp.