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

The convergence of strategies (e.g., business, IT, service management, and services)

All organizations, no matter the type, understand their specific market. That is, they understand who their consumers are (and what they value), as well as the legal and regulatory aspects applicable to that market. For instance, a pharmaceutical company strives to not only know who the consumers are of its products and services (e.g., doctors, pharmacies, hospitals, patients, etc.) but also what the legal and regulatory requirements are (e.g., Food & Drug Administration, 211 CFR Part xxx, etc.) to operate in that market. These two factors are likely the most critical in establishing a strategy for the organization. Within the overall organization, there is at least one IT service provider, either internal or external. The following diagram was referenced in an earlier chapter and shows multiple strategies. In this instance, taking a closer look at these strategies (plans) will lend itself to systems...