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

Sustaining a Service Management Practice

In this chapter, we will discuss sustaining a service management practice. We will describe the importance of continual improvement, management commitment, and monitoring, measuring, and reporting on managing the service management program while continuing to mature the existing capabilities. At the same time, we will introduce new or formalize existing capabilities to ensure continued benefit and value.

Throughout this chapter, you will learn about ensuring your continuing attention to maturing the service management capability. You will gain a deep understanding of the importance of establishing a structure and key resources to lead the service management practice beyond its initial implementation. This includes establishing a service management office and a continual improvement team with an appropriate budget. Furthermore, you will learn how to develop an approach to assess the maturity of your existing formalized capabilities and identify...