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

Ensuring compliance and control with governance

In the previous topic, there were multiple references to policies and rules. Governance defines the policies and rules that will control how an organization acts in delivering and supporting its services. Governance is key in managing the practices and services that are used to support business customers and stakeholders. Governance is defined as the means by which an organization is directed and controlled. Without policies and rules to govern the development, implementation, and execution of processes, it is difficult to be consistent or repeatable. This results in inconsistency and unreliable outcomes affecting stakeholder satisfaction and value.

The key activities involved in establishing governance include evaluate, direct, and monitor, as described in the following figure:

Figure 18.1 – Governance activities

Figure 18.1 – Governance activities

Evaluate involves continual analysis of an organization’s performance in the...