Book Image

A Practical Guide to Service Management

By : Keith D. Sutherland, Lawrence J. "Butch" Sheets
Book Image

A Practical Guide to Service Management

By: Keith D. Sutherland, Lawrence J. "Butch" Sheets

Overview of this book

Many organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.
Table of Contents (28 chapters)
Part 1: The Importance of Service Management
Part 2: Essential Process Capabilities for Effective Service Management
Part 3: How to Apply a Pragmatic, Customized Service Management Capability
Appendix B: SLR Template

Purpose and objectives

Change management is the process that is responsible for managing all changes, from initiation through to closure.

The purpose of change management is to manage the life cycle of a change from the time the change is visualized until it has been successfully implemented in the production environment and the business benefits have been achieved. Change management is responsible for the control of all changes to the production environment. Although change management is focused on managing the life cycle of changes being deployed to the production environment, this control can be applied to other environments, including testing, quality assurance, and even various development environments. Change management is also necessary in an agile organization where changes are deployed rapidly and frequently; it is still necessary to know what is changing and when those changes are deployed and implemented.

A change is defined as a modification to any component, configuration...