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

Part 3: How to Apply a Pragmatic, Customized Service Management Capability

Part 3 describes many key elements to practically implement a service management capability, customized to an organization’s business needs in a sustainable and repeatable approach.

This part has the following chapters:

  • Chapter 16, Pragmatic Application of Service Management
  • Chapter 17, Implementing a Successful Service Management Capability with Key Artifacts
  • Chapter 18, Reviewing Critical Success Factors for Service Management Capability
  • Chapter 19, Realizing CSFs for Service Management Implementation
  • Chapter 20, Sustaining a Service Management Practice
  • Appendix A, SLA Template
  • Appendix B, SLR Template