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)
Part 1: The Importance of Service Management
Part 2: Essential Process Capabilities for Effective Service Management
Part 3: How to Apply a Pragmatic, Customized Service Management Capability
Appendix B: SLR Template


In this chapter, you were introduced to the roles and responsibilities that are key to delivering and managing a service management program and services. You received information about value streams and processes to help you understand the importance of knowing what it is you do, how it is done, and the interactions necessary to fulfill customer needs. You were also exposed to the key artifacts of a process by reviewing the process model and what is involved in establishing a formal process capability. We reviewed the OCM strategy and plans and discussed the significance of communication in increasing the overall potential for success in implementing service management. We looked at the elements of metrics and measures to ensure that what gets measured will produce the behavior and results that enable you to communicate how well the service provider is doing in meeting the needs of the organization.

These are all key areas that require the attention of the service management...