A service management system and method. In one embodiment, the service management system includes: (1) a service description repository configured to contain service descriptions that define services in terms of a set of end points that assume roles in the services and (2) a self-service application configured to collect ones of the end points mapped into roles pertaining to one of the services from a corresponding one of the service descriptions, collect key/value pairs on the ones of the end points pertaining to an issue with respect to the one of the services, evaluate the key/value pairs using optimal values and, if a predefined condition regarding the issue is met, attempt to employ the key/value pairs to address the issue.