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

Organizational change management

What is organizational change management (OCM)? OCM is the approach that an organization uses to engage its stakeholders and communicate the changes the organization intends to make. When stakeholders do not understand the changes that are being proposed, they may feel threatened and resist the change. OCM is intended to effectively reduce fear and resistance by providing information and knowledge about the change and the benefits that each stakeholder group will experience. In a nutshell, it is about preparing the various stakeholders of an organization for changes the organization is making to improve or increase its value or capability. For service management, this can be a critical success factor, because the changes implemented as a result of a service management initiative are changing the way people work. This requires changes in people’s behavior, and that can be a significant challenge. No matter how bad your current state might be,...