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


As this ebook edition doesn't have fixed pagination, the page numbers below are hyperlinked for reference only, based on the printed edition of this book.


5 Whys approach 91


access service request

example 152


importance 275

agile approaches 286

Agile/DevOps 21

Agile/DevOps/Scrum 38

Agile methodology 246

artificial intelligence (AI) 6

asset 182

asset class policy 177

asset management 278, 292

asset record 182

asset types policy 177

assumption 243

attribute 182, 197


importance 275

availability management 95, 203, 233


baseline 278, 279

benchmarking 243

Big Bang approach 132

bi-modal IT 13, 32

body of knowledge (BoK) 11

brainstorming 91, 256, 257

budgeting cycle 158

business continuity 34

business continuity management (BCM) 34

business continuity plan (BCP) 35, 288

Business Impact Analysis (BIA) 35, 240