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

Realizing CSFs for Service Management Implementation

In this chapter, you will be introduced to the critical success factors (CSFs) that will increase an organization’s ability to successfully implement a service management program. CSFs play a crucial role in determining the success of a service management initiative. They help to comprehend the various approaches to establishing a benchmark for the improvements that are made during the implementation of a service management capability. CSFs are responsible for identifying and monitoring the metrics that showcase the progress made in achieving the objectives outlined in the service management implementation plans. Furthermore, CSFs understand the importance of managing the speed at which changes are introduced in order to effectively implement a service management program. They also possess the knowledge of the resources, both human and financial, that are required to ensure steady progress in the implementation of a service...