In this chapter, you were exposed to the key elements of the SLM process including purpose and objectives, policies, process terms and definitions, input and output, activities, roles and responsibilities, key process indicators, process integrations, and technology requirements. You were provided with significant details about the process that should enable you to get started with implementing the process or making improvements to your existing process.
This is the final chapter for discussing processes. In subsequent chapters, you will learn some practical lessons and information that you can use in standing up a service management capability in your organization. The next chapter speaks to using continual improvement as a pragmatic approach to starting or sustaining a service management practice.