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

Process input and output

Incidents can occur at any time and can be detected in a variety of ways. The following list identifies much of the input and output for incident management. You may have additional input or output not reflected in the following list:

  • A user request to a service desk
  • A user request submitted through a portal or self-help option
  • A user request submitted by email
  • A supplier-identified outage
  • An event-generated incident created automatically by monitoring software
  • The support team identified an outage resulting from their monitoring of components

Incident output includes the following:

  • Service restoration to a normal operational state
  • Communications to incident stakeholders
  • Incident records
  • Problem records:
    • Workarounds
    • Known errors
    • Incident symptoms
    • Incident investigation and diagnosis information
  • Change requests
  • Service requests
  • Incident performance measures