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What is Service Management?
Services take various forms within the organization. They are integrated at various points in the chain of value delivery. As such, service management is generally a component of supply chain management.
The objective of service management is to facilitate and optimize services within the supply chain. The supply chain is made up of any step in the process of delivering a value proposition to a customer client or end-user.
This can include the delivery of services as well as physical products.
Service-intensive supply chains are characterized by greater complexity, uncertainty, and more relationship-dependent.
Six common service management capabilities or activities include:
- Service Offerings and Strategy
- Parts or Component Management
- Returns, Repairs, and Warranties
- Field Service
- Customer Management
- Assets, Maintenance, Task Scheduling, Event Management
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