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

Purpose and objectives

Incident management is the process that is responsible for managing all incidents from initiation through closure.

The purpose of incident management is to manage the negative impact of a disruption in the normal operation of a service or service component by restoring the normal operational state of a service or component as soon as possible within the agreed target resolution time. Normal operation is typically defined by service levels documented in service-level agreements (SLAs) or as assumed by the customer and service provider.

An incident is defined as an unplanned disruption or potential disruption to the agreed level of service. Something that was working yesterday has broken today. That something could be the service being delivered to the user or consumer, or it could be a component that has reached a threshold. If action is not taken, it will result in a disruption of service to the user. There are instances where a disk array provides redundancy...