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 integration

For each process in the best practice frameworks, you will have both primary and secondary relationships and interactions with other processes. Since every process has a relationship with every other process, this section will only cover the primary relationships to key processes. Each process will be described ahead with the key interactions that SLM has with it.

Financial management

Financial management provides financial information to the service level manager so the cost of service can be identified and appropriate pricing is established. If an organization chooses to charge for its services, financial management will provide the billing for the service(s), and the SLM manager will deliver the bill to the customer. This is intentional because the SLM manager maintains the relationship with the customer and can explain any questions related to the bill.

Availability management

Availability management provides availability options for the various...