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

Process terms and definitions

There are a number of key terms related to change management, including change, change model, standard change, normal change, emergency change, and closure code. In this section, you will learn the definitions of these terms.


Change is defined as the addition, modification, or removal of anything that could directly or indirectly impact a CI or service. It could be a change to a server or network component. It could be a change to an application. It could be the introduction of a new or significantly changed service. The change must be documented so that there is clear evidence of what occurred, why it was necessary, and potentially, what could be done to recover from the change if it fails. There are three types of change defined as best practices, including standard, normal, and emergency. There have been other types defined in some guidance, but these three are adequate for any change scenario. These three will be defined in more detail...