Serviceförvaltning

Serviceförvaltning is the strategic and operational management of services provided to customers and citizens by public authorities or private organizations. It covers planning, design, delivery, operation, maintenance, and continual improvement of services. The aim is to ensure reliable, efficient, user-centered service delivery aligned with organizational goals and public value.

The core activities include service strategy and governance (defining service portfolio, policies, funding), service design (processes, roles, tools, service catalogs, accessibility, security), service transition and implementation (planning changes, risk management, training), service operation (incident management, requests, availability, capacity, service desk), and continual service improvement (measurement, feedback, benchmarking). This is analogous to ITIL-based service management, but the concept is broader and used in municipal and other sectors.

In practice, serviceförvaltning focuses on citizen-centric design, digitalization, and accessibility, with emphasis on performance measurement and accountability. Tools include service catalogs, service level agreements, contracts with providers, and governance structures to ensure compliance and budget control.

Examples: in a municipality, serviceförvaltning would oversee waste collection, social services, library services, and digital citizen portals; in private companies, customer support, facilities, and IT services. Metrics commonly tracked include user satisfaction, service availability, response and resolution times, cost per service unit, and process efficiency.