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

Comprehending measures and reports

You are now ready to compare the results produced and the measures captured to the desired state targets defined earlier. Here, you are validating that what you intended to deliver has been delivered and to what degree.

At this point, you must compare the actual results produced to the targets established in the future state definition. Each time an objective is accomplished, communication should be crafted and delivered to the appropriate stakeholders. Reporting should provide evidence indicating how well you did in meeting the targets that were established and what benefits have resulted. Your reporting should also identify what challenges were encountered and how those challenges were overcome. You should also be prepared to identify any roadblocks that occurred and how those were overcome. If there are still issues, identify what those are and who needs to be involved in helping to overcome them or at least mitigate the impact on the service...