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

Defining systems thinking in terms of service management

Having discussed design thinking and its relationship with service management in the previous chapter, systems thinking has a similar context in that it can be used to translate stakeholder requirements into IT solutions. Both design thinking and systems thinking are critical to the success of formal service management. Like design thinking, systems thinking does not have its origin in service management. It dates back to 1956 from the MIT Sloan School of Management. Think of systems thinking as the activity (or activities) associated with looking at the use of multiple approaches, each with its own components, from which to architect a solution – such as a product or a service. Just like an individual framework can have multiple components, multiple frameworks, standards, and methods can each be seen as a component of a larger system (e.g., a service management system). The very word analysis lends itself to thinking...