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

Summary

In this chapter, you were exposed to the key elements of the release and deployment management process, including purpose and objectives, policies, process terms and definitions, input and output, activities, roles and responsibilities, key process indicators, process integrations, and technology requirements. You were provided with significant details about what should enable you to get started with implementing the process or making improvements to your existing process.

In the next chapter, you will continue to learn about operational processes with request management. Request management is the process that focuses on managing the life cycle of service requests. A service request can be characterized as something the requestor does not yet have but would like. This process represents the customer or user asking for new stuff that will help them do their jobs. It is a good thing and should be predictable and clearly defined to enable the service provider to provide a consistent...