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

Improving your personal and professional life with service management

For years, it has been maintained that an IT service provider with as few as 20 people can benefit from adopting a formal service management capability. With the availability of automation, machine learning (ML), artificial intelligence (AI), and deep learning, this statement suggests that how services are delivered and the interaction between the service provider and service consumer has become more significant to stakeholder satisfaction.

It was mentioned earlier that there are many generations in the workforce (whether Baby Boomers, Gen-X, Millennials, or Gen-Z), making culture a key consideration for any initiative. Creating and maintaining a formal service management practice, when done well, brings long-term predictability and innovation to any organization, making it a key program. The combination of culture and the service management program creates the best opportunity for long-term viability while using our human resources optimally. For instance, no matter the generation, there needs to be integration across, and common alignment with, the organization’s mission, goals, objectives, and values. Gone should be the days of being awakened in the middle of the night by a database error, while still having to be onsite at the start of business. Gone are the days of the requirements changing because a new functionality went live, resulting in new necessities. Gone are the days of putting changes in over the weekend and having service outages on Monday morning. If these examples are, indeed, gone, then the human resources individuals that design, develop, transition, support, and improve services are more likely to thrive in their skills at work and their lives at home. Every generation has a home in this scenario as each can adopt and adapt to their differing needs. These needs include more time with family, improved work/life balance, diverse circumstances, skill specialization, and innovation.