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

Business and IT convergence

For years, it has been maintained that an IT service provider with as few as 20 people can benefit from developing a formal service management capability. With the availability of automation, machine learning (ML), artificial intelligence (AI), and deep learning, this statement suggests that how services are delivered and the interaction between the service provider and service consumer has become more significant to stakeholder satisfaction. The need for technology to support the business has become ubiquitous in that businesses cannot do without the information that IT is the steward of, and if IT cannot provide that information in a usable form, at the right time and place, then the business could suffer loss of revenue and reputation.

There are many generations in the workforce today (whether Baby Boomers, Millennials, or Gen-Z) making culture a key consideration for any initiative. Creating and maintaining a formal service management practice, done...