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

The importance of accountability and authority

Earlier in the book, there was a discussion about Responsible, Accountable, Consulted, and Informed (RACI). When talking about Accountable, it is valuable to understand what this means. Accountable is about establishing the individual who will ensure that the expected results are produced and that those results meet the needs of an organization. It is important to establish who in the organization is accountable for the delivery of the services. Would your CIO be the person ultimately accountable for the efficient and effective delivery of IT services? The answer to that question would typically be a resounding yes. When developing a RACI matrix, one of the key validation points is to ensure that one and only one role or individual is accountable for the defined activity. If more than one role or individual is accountable, then no one is accountable. In the previous CIO example, yes, the CIO is ultimately accountable for the delivery of...