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Service Management vs. Systems Management

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Uploaded on Apr 23, 2009

http://www.ibm.com/ibm/servicemanagem...

IT executives explain their stories and perspectives on what service management is in relation to systems management. From pizza analogies to bigger picture conceptual thoughts, these IT professionals offer their thoughts on service management and its importance in every IT organization.

Transcript: [Frank Tate, Gulf Breeze Software Partners]
Service management has many different forms. One way to look at it, and the most logical way to look at it, is treating each application as a service.

[Rekha Garapati, IBM]
Customers now realize it is all about the business values that they provide. Its about the business applications. It is no longer about the silos of systems management. It is about the value proposition of the application and the service to the end customer, and that is why service management is important.

[Rich Siedzik, Bryant University]
Service management for us, in the IT world for me, is thinking about the big picture end to end and it's looking at it through the customers lens, not the IT lens. You get a lot of IT folks that they dont look to the left or to the right they look straight ahead at what they do, they do a very good job but what they do is not what it's all about it. It's the customer, thats what it's all about.

[Heike Easton, HUK-COBURG]
When I think about system management compared to service management, system management is that thinking in silos where you just look at one thing, and then in another thing. And service management is you look at the whole thing like, uh, a doctor should or a homeopath should. So you compare everything and how the system is influenced by changes from the outside or maybe also from the inside.

[Jos Verschuuren, Atos Origin]
When I talk about a service I think on pizza. I want a pizza, I order, I order for a pizza and this chain is started up to deliver me my pizza. A system is just the oven who makes the pizza so part of the service. Thats the difference.

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