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

Key process indicators

SLM processes have a number of key process indicators. These key process indicators should cover the progress of implementing the process across the service provider organization, compliance with the process policies, effectiveness of producing the process deliverables, and the efficiency of the execution. A balanced set of metrics will ensure that the process is being measured appropriately and the key areas are covered. Here are some examples of key process indicators:

  • The number and percentage of IT services covered by an SLA
  • The number and percentage of SLAs supported by OLAs
  • The number and percentage of SLAs within agreed targets
  • The number of scheduled SLA reviews performed with the customer
  • Time from SLR agreement to SLA signing
  • The number and percentage of OLAs within agreed targets

It is important for your organization to focus on a few key metrics based on where you are in the maturity of your process. It is recommended...