What you should look at:
BTP LeAd Services for Service Management
A set of specialized organizational capabilities for providing value to customers in the form of services.
Transforming resources into valuable services is at the core of Service Management. The more mature a service provider’s capabilities are, the greater is their ability to consistently produce quality services that meet the needs of the customer in a timely and cost-effective manner. Service Management involves establishing processes to manage the service lifecycle across Service Strategy, Service Design, Service Transition, Service Operation, Service Improvement.
Good Practices / Standards: COBIT®, ITIL®, ISO 20000