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

Allocating the necessary resources

Resources are a fundamental necessity for any undertaking. In this case, there are a variety of resources needed. You obviously have the human resources and financial resources necessary to accomplish the objectives of your service management program. There is also the need for tool resources, which will be described in the next section.

In order to be successful in implementing a service management capability, you will need the following roles filled:

  • Program and project managers: These individuals will manage the program and projects that are included in your roadmap to deliver the changes necessary and achieve the organizational objectives.
  • Process owners: As we described in the previous chapters, each process in your program will require a process owner to be accountable for the process and ensure that the process objectives and results are delivered.
  • Process managers: These individuals are accountable to ensure the day-to-day...