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

Technology requirements

Technology has improved the support of ITSM best practices consistently over the last 20 to 30 years. It has especially matured the support of many processes including SLM. The following list shows many of the key requirements for the SLM process. You may have additional requirements, but the list is a sample of what should be expected of any service management tool. The most important things to remember about selecting any technology is that it will not make a poor process better and that you need to select the one that will be most effective for your needs.

SLM requirements include the following:

  • The capability to store SLAs, OLAs, and underpinning contracts
  • Being able to associate SLAs to business groups so that impact can be determined if a service is performing to below-agreed-upon levels
  • Being able to maintain historical data and information on services such as SLA/OLA results produced for each service
  • Being able to organize services...