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

Request management activities may vary from one request to another. The activities will be defined in a request model for request management. However, some activities will be consistent for every service request. These are as follows:

  • Initiate a request
  • Record the request
  • Validate the service request
  • Determine entitlement
  • Authorize the request (if needed)
  • Fulfill the request based on the request model
  • Confirm that the request has been fulfilled
  • Close the request

Figure 10.3 shows the generic flow for request management:

Figure 10.3 – Generic service request process flow

Figure 10.3 – Generic service request process flow

Figure 10.4 shows an example of the flow of an access service request:

Figure 10.4 – Example access service request

Figure 10.4 – Example access service request

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

Initiate a request

Initiate a request occurs when a...