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 inputs and outputs

Changes can be made at any time and detected in a variety of ways, such as a request for upgrades to hardware or software, adding access for a user, fileshares, or onboarding a new employee. The following lists identify many of the inputs and outputs for change management, but they are not all-inclusive.

These are the change inputs:

  • Change requests
  • Plans for change development, testing, and implementation
  • Configuration information
  • Incident information for emergency changes
  • Problem solution information for permanent solutions
  • Backout plans and remediation information
  • Configuration baselines
  • Testing information and evaluation results

These are the change outputs:

  • Approval or rejection of change requests
  • New or updated CIs, services, and information
  • Results from a post-implementation review
  • A schedule of changes
  • Authorizations for change plans
  • Updated change records
  • Management information...