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)
1
Part 1: The Importance of Service Management
6
Part 2: Essential Process Capabilities for Effective Service Management
18
Part 3: How to Apply a Pragmatic, Customized Service Management Capability
Appendix B: SLR Template

Process activities

Change management is one of the service management processes that has consistent activities for each change request, depending on the change type.

Figure 8.8 shows the flow for change management at its most comprehensive. This describes the flow for a normal or emergency change that poses a significant impact or risk to the business:

Figure 8.8 – A normal change request process flow

Figure 8.8 – A normal change request process flow

Figure 8.9 shows an example of the flow of a standard change where the risk is known and generally low, the resources necessary to fulfill it are known, and the procedure to implement the change is well understood and typically documented in a change model:

Figure 8.9 – A standard change request process flow

Figure 8.9 – A standard change request process flow

The subsequent subsections describe what is involved in each of the activities described in both process flows.

Initiating a change

Initiating a change occurs when a change initiator begins the change...