SERVICE MANAGEMENT – MODERN APPROACH BETWEEN PAST AND FUTURE

The article presents some basic concepts related to service management, highlighting central characteristics described in three temporary dimensions: past, present and future. The research includes an incursion into classical theories, analyzing present trends and the ability to see them both as opportunities and as barriers for the future of what we define as service management. One of the key elements identified as feasible and improvable in a short time plane is the e-learning service. The research provides a global frame for different areas of modernization in service management, considering the fact that modernization should be associated both with complete change and innovation and with existing elements’ improvement.