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

Process activities

SLM activities involve capturing information about the needs of the business and creating, maintaining, and managing the documents related to delivering and supporting IT services. SLM maintains an operational relationship with the business customer and monitors, measures, and reports on the delivery and support of IT services to meet business needs and deliver business value. The activities defined here will capture the information necessary to meet business needs and ensure that the service provider is meeting those needs as efficiently and effectively as possible. The activities for SLM include the following:

  • Planning
  • Defining requirements
  • Negotiating
  • Agreeing
  • Monitoring
  • Reviewing and reporting
  • Improving

Figure 15.2 shows the high-level process flow for SLM:

Figure 15.2 – The SLM process flow

Figure 15.2 – The SLM process flow

As the flow in the preceding chart indicates, the planning activity happens infrequently based...