Overview

At its core, Service Management manages the relationships between functions and processes. These practices include standardizing on essential functions, including incident, problem, change, request, configuration, knowledge, and service governance. The intent is to align the delivery of services with customers’ needs, focusing on the adoption of industry best practices.  

Value

Improve the management and delivery of ITS services by developing and implementing industry-based best processes and tools. 

Responsibilities

• Identify opportunities and improvements for service development
• Supply oversight and sponsorship to approved Service Management projects
• Develop and maintain Service Management roadmap
• Customer liaison and advocate for the ServiceNow platform
  • Pipeline development and prioritization of ServiceNow initiatives
  • Represent the opinions and suggestions of the customers (feedback)
• Provide Business relationship management to align business interests with Service Management deliverables
• Establish the common Service Management directions, policies, and guidelines used to deliver and maintain services
  • Direct organizational strategy and policies
  • Monitor to determine whether the performance and its practices, products, and services in alignment with strategy and policies
  • Evaluate the performance and effectiveness through regular reviews
  • Form an ITS Service Management Committee