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

Service catalog management activities are less linear than other processes since much of the information contained in the catalog is static and does not change significantly over the life of a service. Activities will occur as needed, based on information from the service portfolio. As the service catalog is contained within the service portfolio, the activities performed to manage the service catalog will be initiated as part of the service portfolio management actions.

Figure 11.2 shows the general flow for service catalog management:

Figure 11.2 – Sample of a service catalog process flow

Figure 11.2 – Sample of a service catalog process flow

The following activities focus on the service catalog process:

  • Identify services for the service catalog
  • Document the services
  • Identify service catalog views
  • Produce the service catalog
  • Maintain the service catalog
  • Ensure alignment with the business and the service provider

The activities described in Figure...