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

Technology requirements

Technologies have consistently improved the support of ITSM best practices over the last 20-30 years. This has led, in particular, to the maturing of the support of many processes including service catalog management. The following list shows many of the key requirements for the service catalog management process. You may have additional requirements but the following list is a sample of the expectations of any service management tool. The most important thing to remember when selecting any technology is that it will not make a poor process better. It is also important to realize how the tool will be used to select the technology that will be most effective for your needs.

Service catalog management requirements include the following:

  • The technology must offer different views of the service catalog and allow the publishing of various elements of a service catalog entry
  • The technology must provide a means of organizing services into logical or...