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

Working with the “Design Thinking” Aspect of Service Management

Design thinking is a concept that predates service management but has become an important facet of it. In terms of service management, it largely deals with the people aspect of people, process, and technology. This includes the attitude, behavior, and culture on the success of a service management capability within an organization. Terms such as co-creation, user experience, and customer experience are relevant here. Additional important terms are trust, safe environment, collaboration, and no fear of conflict – all are critical to pay attention to.

In this chapter, we will cover the following main topics:

  • Defining design thinking in terms of service management
  • Why is user experience important?
  • Why is customer experience important?
  • What is customer journey mapping?