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

BRM inputs and outputs

Given the general description of BRM so far, along with the policies shared, a window is provided into the required inputs needed to be effective. These inputs enable the performance of the activities conducted and discussed in the very next section of this chapter. Anyone in the role of BRM must recognize the importance of having access to the following artifacts and resources, as they are ingredients for a successful BRM capability:

  • Business strategy: Artifacts related to the business strategy speak to what the organization says it values going forward, at least for the current and next fiscal year, allowing the BRM to assess the IT SP capability to enable and support the business (for example, the corresponding IT strategic plan). Understanding what is valued is a key aspect here, as the BRM role has to understand and be able to parse the information and develop and manage respective plans to help develop, maintain, and improve the related products...