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 integration

For each process in a best practice framework, you will have both primary and secondary relationships and interactions with other processes. Since every process has a relationship with every other process, this section will only cover the primary relationships to key processes. Each process will be described in the following list, with the key interactions that change management has with it:

  • Incident management receives information from change management to link incidents to the change that may have caused the incident(s). Incident management will initiate an emergency change for major incidents when required. Incident management can provide data concerning the effectiveness and success rate of implemented changes. Incident data is used during the PIR to determine whether a change was implemented successfully or not.
  • Problem management provides information to change management on problems that have been diagnosed, declaring that they are ready to apply...