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

Service Level Management

In this chapter, you will be introduced to service level management, both by itself and as part of formal service management. This includes the capability’s governance (purpose, objectives, and policies), execution (roles, responsibilities, activities, and metrics), and enablement (acceleration, integration, and supporting technology).

You learned about the role business relationship management plays in managing the relationship between the service provider and the customer at a strategic and tactical level. Service level management gives you an understanding of the operational relationship between a service provider and their customers and users. Service level management, or SLM, establishes the operational conditions under which a service provider will deliver a service to a customer and how that commitment will be measured and reported.

In this chapter, we are going to cover the following main topics:

  • Purpose and objectives
  • Policies...