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

BRM integration with other capabilities, processes, and practices

As previously stated in the chapter and throughout this book, for any specific capability (for example, SCM, SLM, BRM, and so on) as part of a formal service management capability, there are both primary and secondary relationships and interactions. This section will only cover the primary relationships and integrations with other key areas with the BRM capability. Ahead, each is described in its key interactions with BRM:

  • Demand management: Demand management, along with portfolio management, identifies potential service packaging opportunities and ensures that the service packaging is properly described in the service catalog and represents the evolving needs of business partners. BRM plays a significant role in demand management, especially as it relates to specific business partner needs, for which there is an assigned BRM. Demand management is also strongly aligned with capacity management (not specifically...