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

Why is customer experience important?

With the presumption that a company internally would have both customers and users, it follows that users would be part of the customer organization. For instance, the service provider, as part of service management, provides products/services for a customer organization. Also, the IT service provider provides services for the human resources customer, in which there are human resources practitioners (users). It then follows that, as part of design thinking, the service provider co-creates value with the human resources customer, meaning that the customer has a seat at the table (the phrase seat at the table means, in this case, that the customer is an active participant in the governance and decision-making around products/services).

Let’s define CX as the touchpoints and interactions with the service provider across the life cycle of a service, including the strategy, design, transition, delivery, support, and improvement of the products...