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

Roles and responsibilities

In understanding the implementation of best practices, it is essential to understand the key roles necessary to achieve positive results and the responsibilities and accountabilities for those roles. The following diagram, Figure 17.1, identifies some of the key roles needed in establishing a service management capability:

Figure 17.1 – A service management governance organization

Figure 17.1 – A service management governance organization

First and foremost, this is not intended to be an organizational structure or plan. It is illustrative of the roles necessary to successfully implement a service management capability. It describes the levels of governance involved in implementing and sustaining a service management program. If you remember the foundation information presented in Chapter 6 through Chapter 15, governance is one of the service value system (SVS) elements and represents the controls, policies, and rules that will be applied to ensure an effective and efficient application...