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

Why is user experience important?

There can be a clear distinction between a user, partner, consumer, or customer (or similar), all of which are considered types of consumers and, therefore, stakeholders. Those subjects will be covered in greater detail later in this book (Chapter 5). The focus here is the experience aspect, in this chapter (user) and the next (customer).

In a generic sense, think of users as generalists, more closely associated with the day-to-day aspects of operating a company. Practitioners would also be a valid description, considering the competencies they are required to execute in specialized areas. These users are the most likely to interact with the products/services and the service providers. This is where experience matters. The interactions here, good or bad, are measurable and can be tied directly to the experience with the service provider and business indicators.

Here are three user scenarios that can have a significant impact on experience:

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