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

Delving into the vision, mission, goals, and objectives

In implementing a service management capability, it is important to apply a consistent and effective approach that enables the IT service provider organization to align with the overall business direction. The business’ direction is defined and expressed in the vision (what the organization is about and who they are), mission (how the organization acts and deals with its various stakeholders), goals (what the organization is attempting to achieve in this planning cycle), and objectives (the detailed targets to produce). This is useful when you’re undertaking any significant or incremental improvement and can be applied whenever clarity is required about where to start and where the effort is going. Let’s discuss the incremental steps for executing a continual improvement effort.

Documenting the starting point for continual improvement

The starting point for continual improvement is understanding and...