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

Request management is the process that is responsible for managing all service requests from users, from initiation through to closure.

The purpose of request management is to manage the life cycle of a service request from the time the request is initiated until it has been successfully fulfilled. Request management is responsible for fulfilling all service requests according to the agreed conditions defined in a request model and SLAs.

A service request is defined as a user-initiated request for something they do not have today but will need some time in the future to do their job. A service request can be as simple as a request for a password reset or more significant, such as adding a new service to their capability. In all cases, service requests are clearly defined by applying the appropriate request model to identify what actions need to occur to fulfill the request. All service requests will be predefined and documented. Service requests could be...