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

Purpose and objectives

Service asset management is responsible for maintaining a single source of information about all IT assets used to deliver services to customers, users, and other stakeholders. It is the single safe source of financial information about assets that are used in provisioning IT services being offered to customers. It provides access to information about the financial life cycle of all assets used in IT service provisioning, including receiving, recording, managing, and retiring.

Service asset management is responsible for ensuring financially significant assets are managed throughout their life cycle and that they’re disposed of when they expire. It maintains a record of these assets from the time they enter the IT environment until they are retired and disposed of.

A service asset is a resource that has agreed financial value and useful life and needs to be managed across the life of the asset. There are two key focuses for service asset management...