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

What is customer journey mapping?

Having now discussed CX and UX, it is understood that they have a strong connection to design thinking, which primarily focuses on stakeholders and how a service provider engages them throughout the life cycle of a service/product. Customer journey mapping is a key aspect of design thinking and is defined as the process of creating a visual story of your customer’s interactions with a service provider’s products/services (and, therefore, the brand or how a service provider sees itself). Customer journey mapping is an exercise that helps a service provider step into their customer’s shoes – to see their business from the customer’s perspective. Customer journey mapping is not specific to service management but has become a critical part of it, providing products and services, as managing services (the reversal of the words service management) is a key component of what customers expect.

It was previously stated...