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

An IT management system (ISO/IEC 20000:2018)

Service management is the management system that enables any service provider to manage and deliver services that have value efficiently and effectively. A management system is defined as the activities, governance, and resources necessary to manage the organization’s ability to deliver products or services that meet the needs of its stakeholders and deliver value. It is important to recognize the concept of ITSM as a framework for managing services (service management) versus a standard or a methodology or a movement. However, as the ITSM guidance has matured, there are several standards, methodologies, and movements that have contributed to the guidance available. The very mention of the framework implies that there is more than one way to apply it and experience success, which also means there is more than one way to apply it and experience failure. This statement alone should give us all pause, presuming success is desired. The...