Identifying the Value for Service Management

To identify the value of service, a value transmission model is proposed. The model distinguishes output and outcome. They are evaluated by KPI, Key Performance Indicator, and KGI, Key Goal Indicator, respectively. SLA, Service Level Agreement, is introduced to make common understandings about these indicators between service providers and users. Service parameters of SLA should be a mixture of KPI and KGI and they should have a close relation with each other. Tip to select appropriate KPI is discussed. A strategy map is also introduced as an effective tool for service management.