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


In this chapter, BRM was introduced as both a role and a capability, with success grounded in the established reputation of the IT SP. An SP that has established a formal service management capability represents the best chance for success with BRM, as it creates a willingness of the key business partner stakeholders to explore a broader relationship. Also discussed was the life-cycle approach with BRM, including the aspects of establishing, maintaining, and improving relationships over time.

In the next chapter, SLM is discussed. There is a strong relationship between BRM, the service catalog, and SLM. BRM represents the products and services in the catalog to those key business partner stakeholders at a strategic and tactical level. In fact, BRM is a key influence on this catalog overall, as BRM should always know the value perspective on service catalog entries, whether it is an emerging service (to meet new demand), an existing service (serving current demand), or being...