Learn in the textbookFoundations of Service Management and Service Level Agreements
DefinitionA service management system (サービスマネジメントシステム, SMS) is a framework that steers and controls the work of planning, delivering, and improving IT services as a single management mechanism.
ExplanationIt settles policy, goals, processes, and responsibilities together, so that individual activities such as handling failures and managing changes all run under the same rules. The mechanism is not finished once built; it keeps going through PDCA cycles for continual improvement. The standard that sets out its requirements is JIS Q 20000 (ISO/IEC 20000).
AnalogyIt resembles the way a school is run. Rules, timetables, and teacher roles are set so classes can go ahead, and at the end of the year the staff look back and adjust how the next year will run.
Memory hook"System" here does not mean a computer. It means a set of arrangements, as in a system of rules.