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

Release and deployment management are two key processes that are tightly linked to each other and are described together in this chapter.

The purpose of release and deployment management is to manage the life cycle of a release from the time the release is defined, documented, and agreed upon until it is deployed to the target environment and eventually released to the customer, user, and stakeholders. Release and deployment management is responsible for defining what a release is, documenting the release policy, educating the target stakeholders on the release, ensuring that the release is appropriately tested, managing the deployment of the release into various environments, and enabling the release to be used by the target stakeholders. Release and deployment management is focused on managing the life cycle of releases being deployed to the production environment, but this control can be applied to other environments including testing, quality assurance...