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

Value streams and process artifacts

Value streams represent the flow of work for a specific type of demand generated by a user or customer. For example, a value stream could start with a request to a restaurant hostess for an appetizer. The request is delivered to the kitchen, and the chef pulls the ingredients needed for the appetizer, prepares the dish, completes the preparation, and notifies the hostess that it is ready. The hostess delivers it to the table, and the customer consumes it. The value results from the customer getting satisfaction from consuming the appetizer. Value streams are a visual representation of what happens from the time a request or transaction is received until it is fulfilled by the service provider. Value stream mapping is an activity performed by the service provider organization to visualize the requests and transactions you support in delivering a product or service to your users and customers. A value stream map reflects the high-level (macro) steps...