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

Understanding commitment or support

In any major endeavor, commitment and support are key elements. How do we determine whether to be committed or simply supportive of the endeavor? It is important to define what these terms mean in the context of service management. Commitment is the characteristic of leadership and organization that executes their day-to-day activities even when it is uncomfortable or difficult to do so. Commitment is about doing the right thing the right way when the pressure is on. Support is a characteristic of leadership and organization that suggests do as I say. It is that characteristic that indicates leadership supports you when things are going well and the actions taken deliver consistent results for your stakeholders. However, support can sometimes be limited when the pressure is on to get something done and the right way is not necessarily the easiest or most expeditious way.

There are a variety of examples that show the difference between commitment...