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 terms and definitions

There are key terms related to service asset management. Let’s take a look at them and define them:

  • Asset: An asset is defined as any resource or capability. It could be either capital assets, as defined by your CFO, or consumable/expense assets, as defined by your IT governance group. Assets are controlled by service asset management.
  • Asset record: An asset record is defined as a set of attributes about an asset. See the examples of asset records in the preceding section.
  • Service asset: A service asset is defined as any resource or capability that could contribute to the delivery of an IT service.
  • Class: A class is defined as the highest level a set or collection of similar items may be grouped, such as hardware, software, and so on.
  • Type: Type is defined as a subset of a class. This is the common name that an asset may be known by, such as computer, printer, server, and so on.
  • Attribute: An attribute is defined as a...