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

Process terms and definitions

There are a number of key terms related to incident management, including incident, major incident, escalation, response time, resolution time, classification code, closure code, and so on. In this section, you will learn the definitions of these terms:

  • An incident is defined as an abnormal condition for a service or a component of a service. It could be a situation where the service is not working or the service performance has degraded to the point where the service is unusable. It could be a component is down to the point that the service is no longer performing. There are situations where a component is down but has a redundant capability, so the service is still working but the component is not in a normal operational state. This too will be an incident. Another situation could be missing an agreed target for data/information updates, which can delay other activities and can potentially negatively impact a business. Within your organization...