These ‘specialised organisational capabilities’ include the processes, activities, functions and roles that a service provider uses in delivering services to their cus- tomers, as well as the ability to establish suitable organisation structures, manage knowledge, and understand how to facilitate outcomes that create value.
Although there is no single definition of a profession, it is widely accepted that the word profession applies where a group of people share common standards and disciplines based on a high level of knowledge and skills, which are gained from organised education schemes supported by training through experience and are measured and recognised through formal qualifications. Moreover, a profession seeks to use its influence through the development of good practice guid- ance and advice in order to improve the standard of performance in its given field.
Service management has a clear right to regard itself as a profession, and the exercise of service management disciplines as professional practice performed and supported by a global community drawn from all market sectors. There is a rich body of knowl- edge and experience including formal schemes for the education of individuals.