ISO/IEC JTC 1/SC 40/WG 2
ISO/IEC JTC 1/SC 40/WG 2 is the committee that continually looks at service delivery in today’s environment. We explore the various frameworks, methodologies, technologies, and management methods and work to ensure the continual development and maturity of service management requirements that meet consumer and management needs of today as well as the future.
Services will only become more and more necessary as the world becomes smaller – service providers will only thrive and flourish when their service delivery is efficient and effectively meets the demands of their consumers. Service management is a critical capability in today’s global economy – considering the impact of the global pandemic and the many changes that businesses have had to make to stay viable.
Our terms of reference are this:
“The role of WG2 is to lead the development and maintenance of standards, guidance, tools, frameworks, best practices, and other artefacts for service management – information technology. This content includes the planning, design, transition, delivery, and improvement of services which use technology and digital information. This work assists and enables organizations to assess and manage services to add value and support the achievement of business objectives as well as demonstrate conformity to service management requirements. WG2 experts are also active in collaboration with other subcommittees that can impact or be impacted by service management.”
What is Service Management?
First, what is a service? A service is ‘something’ you engage via a relationship with another party. This service allows you to either do something or get something that you want or need. That ‘something,’ provided by a service provider, can be tangible or intangible, and what you receive can be measured from the perspective of either party. Note in Figure 1 that governance and management influence the ‘something’ that when provided at various levels (‘something’ through to a service) to meet the needs of a consumer, increases the possible value to the consumer.
Figure 1: 'Something' as a service
Service management
The principles of service management support the activities of the provider but puts the consumer needs to the front of service delivery. In this relationship, it is the ability of the service provider to have the right skills and capabilities to ensure an efficient and effective service. The service provider plans for and manages the delivery, support, and improvement of the service for the consumer with the aim of making it easier for the consumer to use, thus increasing the value of that service. The consumer engages with the provider to fulfill a given need. Thus, service management provides the best practices that, when adopted and adapted by the provider, support the full lifecycle of the service.