Customer Service Service Management Function

Published: April 25, 2008   |   Updated: October 10, 2008


Position of the Customer Service SMF Within the MOF IT Service Lifecycle

The MOF IT service lifecycle encompasses all of the activities and processes involved in managing an IT service: its conception, development, operation, maintenance, and—ultimately—its retirement. MOF organizes these activities and processes into Service Management Functions (SMFs), which are grouped together in lifecycle phases. Each SMF is anchored within a lifecycle phase and contains a unique set of goals and outcomes supporting the objectives of that phase. The SMFs can be used as stand-alone sets of processes, but it is when SMFs are used together that they are most effective in ensuring service delivery at the desired quality and risk levels.

The Customer Service SMF belongs to the Operate Phase of the MOF IT service lifecycle. The following figure shows the place of the Customer Service SMF within the Operate Phase, as well as the location of the Operate Phase within the IT service lifecycle.


Figure 1. Position of the Customer Service SMF within the IT service lifecycle

Before you use this SMF, you may want to read the following MOF 4.0 guidance to learn more about the MOF IT service lifecycle and the Operate Phase:


Why Use the Customer Service SMF?

This SMF should be useful to anyone who is involved in providing a positive experience for IT service users by meeting their IT needs and addressing complaints and issues that arise during the normal course of using an IT service.

It addresses how to provide that experience by:

  • Recording and determining the nature of a customer request.
  • Resolving requests for information, for existing and new features, and for changes.
  • Resolving incidents.
  • Ensuring good customer service.