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

Key BRM concepts, terms, and definitions

Along with the many concepts, terms, and definitions already shared throughout this book, there are other key terms related to BRM, including the following definitions:

  • Agreement: An agreement is defined as a documented set of expectations between the customer and the SP. It should document the agreed-upon performance and responsibilities of the parties involved in the use of the product or service. Part of the role of the BRM is to be part of the negotiation of expectations associated with products and services. Although a BRM is not accountable for the devewlopment and publishing of a service-level agreement (SLA) (as discussed in Chapter 15), the BRM is consulted and informed along the journey of its development and production, from negotiation through to sign-off. Policy may dictate the BRM provides the sign-off on behalf of the IT SP.
  • Business partner: The business partner is representative of the primary audience for the BRM...