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

General (IT) universal service management capabilities

There are many different management systems out there for service management but they all have many capabilities that are common between them. These common capabilities can be separated into three specific areas: strategic, tactical, and operational. Within each of these areas, we will find common elements that tend to be consistent across all of the methodologies, frameworks, and standards.

Earlier, you were introduced to ITIL, FitSM, VeriSM, COBIT19, IT4IT, and others. Each of these systems has varying nuances but are similar in many aspects. For instance, all of these will have elements of business focus, including business strategies, plans, goals, and objectives. They will recognize that demand comes from the business and customers and that businesses focus on value capture as the key outcome all customers want to achieve. There is evidence in each of these frameworks and standards that suggest demand can take many forms...