Managing services

Organizations run best when their people can effectively use assets and locations for their designed functions and services. Maintenance and service management enables organizations to maintain or increase the efficiency, reliability, and safety of their assets and locations.

The maintenance and service management process contains the following events:

1. Initiation of the service management process, normally by creating or submitting a request.
2. Creation of the project or task, including the creation of a service plan.
3. Service assignment.
4. Completion of work, such as when a technician responds to a call and fixes a discrepancy.

Figure 1. Maintenance and service management process

The first three steps in the maintenance and service process comprise the service management process. The fourth step, work completion, comprises the management of corrective, preventive, and condition-based maintenance.