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

Process terms and definitions

There are key terms related to service catalog management; the definitions are as follows:

  • Service catalog: The service catalog is defined as a structured document, spreadsheet, or data store that describes all the production services offered to customers or services that are ready to be deployed to the customers. The service catalog can have multiple views, usually at least two: the customer-facing view, which customers and users access to determine what the service provider offers, and the supporting service view, which identifies the supporting services needed to deliver the customer-facing services. The service catalog contains the service requests that can be logged against the service. This provides key information to customers about the requests that will be enabled as part of the service. The service catalog is part of the service portfolio.
  • Service: A service is defined as the means to deliver value to customers by supporting outcomes...