Service Management¶
Service Management is how CDS runs the services it delivers. It is a dedicated, shared team that operates managed services for clients on Run engagements, and it is one of the ways CDS delivers rather than a discipline community. That distinction matters, which is why service management has its own section here rather than sitting among the practices.
An enabling team, not a practice¶
CDS's practices (Engineering, Product Delivery and QA) are cross-cutting communities. There is no membership and no team; they exist to share standards and knowledge that make every client team stronger. Service Management is different. It is an actual team that runs services across many clients at once, and its standards, improvement and delivery all live in one place. One team, many clients.
How it fits¶
- It owns day-to-day second line service management for managed-service clients, covering incident, request, change and problem management against agreed SLAs, and manages the interface to client-facing teams for third line.
- Every managed-service client has an Account Owner outside the team, and Service Management works to that account leadership for client direction and priorities.
- It defines what good service management looks like at CDS, the processes, tooling and ways of working, and applies that consistently across every client, working to ISO/IEC 20000-1:2018.
- Continual service improvement is core to the remit, and the team learns across clients and feeds that insight back into how CDS delivers.
Going deeper¶
The Operating Model page sets out how the managed service actually works day to day, from ITIL mechanics through to service transition. The team is led by Aimee Collier, our Lead Service Management Consultant.