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 technology considerations

BRM is far more about relationships than it is about technology. That said, it is the other capabilities and their respective use of technology that support the BRM capability and BRM role. For example, and as previously discussed in this chapter, the need for the BRM to have access to the service catalog and the BRM roles to have access to business partner-specific SLA is paramount to a BRM role’s ability to carry out its responsibilities. Both the IT service catalog and SLA performance metrics likely reside on technologies managed by those other capabilities.

BRM does conduct, as earlier discussed, assessments to better understand the various aspects of the capability. Many of these assessments are conducted through the use of templates used as part of interviews and scoring aspects. These templates are more technology-specific to the BRM arena. Tools or technology used for this purpose tend to be simpler in nature.

Customer relationship...