Service Management

BENEDEN N. MORONG SERVICE MANAGEMENT LEARNING LOG NO. 3 Problem Management                             We are now on the 4 th session of our class in Service Management.                             The class was introduced with Problem Management as one of the components in the ITIL Service Support.               The professor also pointed out the importance of being knowledgeable in identifying causes of service issues and commission corrective work to prevent recurrences.               I was quite got interested in topic knowing its benefit and I think it can be applied on b...

LEARNING LOG NO. 2 Incident Management                             We are now in the 3 rd session of our class in Service Management.               The importance of Incident Management was given emphasis. Since I am not an IT practitioner, I gained much from this topic.               I earnestly listen as my classmates share their experiences in Incident Management.                             Looking back on our previous lecture on ITSM, the professor noted that the implementation of ITSM depends of the company’s vision.         ...

LEARNING LOG NO. 1      Having diverse field of expertise among our classmates, our  professor grouped us strategically (IT grouped with non IT). I was paired with  classmates from the IT industry for our group project. I appreciate his  motives for doing so.  The importance of IT Service Management was given emphasis. I  think it is important because nowadays, business and companies highly  depends on technology, from basic to complex.    I also realized that to give better services to clients, an organization  must first know what the organization is all about. Having an inventory of  the IT resources is needed.   IT supports business. IT must be cost efficient. I agree with the  professor when he said those. I think depending on IT opposite of what he  discussed is indeed risky for the organization. Business requirements must  be in-lined with IT and the organization has enoug...

Case Study 1 – Quick Couriers Case facts • Quick Couriers offers delivery services within the city of Amsterdam where traffic is congested, using bicycle, and not freight vans • Quick Couriers, then managed by 3 people, has contracts with international courier companies. • Quick Couriers hires part-time students. ·         Three owners has different responsibilities, from bookkeeping, relations management, customers relation, courier planning and logistics, equipment maintenance and courier instructions. • The owners reviewed their position and defined their roles and objectives. ·         Quick Couriers plans of expansion. Case Analysis Using Porters Model, the following challenges were identified: Bargaining power of Buyer/Customer o    The users preference of using an Internet-based system (requesting and tracking packages) o    Customers are looking for a mo...