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

Key process indicators

The service catalog management process has a number of key process indicators. These key process indicators should cover the procedure of implementing the process across the service provider organization, complying with the process policies, and demonstrating effectiveness and efficiency when producing the process deliverables. A balanced set of metrics will ensure that the process is being measured appropriately and that the key areas are covered. Some examples of key process indicators are listed here:

  • Percentage of services recorded in the service catalog compared to all services being delivered
  • Accuracy of service information contained in the service catalog compared to that which is being delivered
  • Percentage of customers that are aware of and use the service catalog
  • Customer perception of the accuracy of the information in the service catalog based on survey responses
  • Percentage completeness of the supporting services in the service...