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

Reporting

Reporting is the mechanism you use to communicate the level of performance achieved by the service management program in meeting the business needs. As was discussed earlier in this chapter, communication is an essential element of an overall service management strategy, and reporting is one area of that communication.

Reporting includes describing how well the projects included in the service management program are doing in meeting the goals and objectives defined. In this case, you might be communicating the measures produced by the project in meeting the targets that were set for that project. You would be answering the question, did we meet, exceed, or miss the targets that were set? This reporting enables the project team to provide evidence to the stakeholders so that the leadership can assess the relative success or failure of the project. The frequency and format for the reporting would be documented as part of the OCM communication plan described earlier.

There...