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

Purpose and objectives

SLM is the process responsible for maintaining an operational relationship between a service provider and their customers and other stakeholders. It is the process that focuses on the service provider’s ability to deliver services based on agreed commitments documented in service level agreements (SLAs) and supported by operational level agreements (OLAs) and supplier contracts.

The purpose of the SLM process is to maintain and improve the quality of an IT service through defining, agreeing, documenting, and reviewing the levels of the service. IT services are defined in business terms that are easily understood by the customer. Agreements are made with IT service providers and customers to specify the service level, scope, and quality of service to be provided. Where appropriate, agreements are made to improve the service provided based on changing business conditions and to use as a basis for improving the relationship between the IT service and its...