A Framework for Service Management of Information Systems

Many information systems functions have made the transition from primarily providing their customer with information products to also providing their customers with information services. This change has implications for the way Management Information Systems (MIS) should be organized to best serve their customers. Rather than invent an entirely new approach to service design and management, MIS professionals can learn from the field of Service Management. Studying the techniques and concepts reported in Service Management, MIS professionals will find a wealth of information about improving customer service and satisfaction. This paper presents a framework for the management of information services. The framework adapts the Service Process Matrix and the Service Triad to form a basis for developing MIS architecture in support of service provision. Examples of how these concepts can be applied to MIS are provided throughout the discussion.