ABSTRACT
Service delivery is set in a complex environment of interactions, relations, and processes. Service management needs to be able to measure and control all players that are involved within the Service Value Chain in order to ensure a maximized productivity. The paper discloses possible perspectives and approaches how services, which are handled by different actors in the SVC, can provide an additional value for all the actors and the productivity can be managed. The requirements for a KPI driven management tool are discussed: adequate measures for effectiveness, efficiency, and flexibility. From a real world example the issue of managing service productivity via KPIs is being shown.
