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 activities

Incident management is one of the service management processes that have consistent activities for each incident request. Here are the activities defined for incident management:

  • Detecting the incident
  • Recording the incident
  • Classifying and prioritizing the incident
  • Initial investigation and diagnosis
  • Escalation
  • Investigation and diagnosis
  • Resolution and restoration
  • Recovery and closure

Figure 6.8 shows the flow for incident management, and the subsequent paragraphs describe what is involved in each of these activities and, in some cases, when an activity may be bypassed. You will also learn what the difference between a normal incident and a major incident is:

Figure 6.8 – Generic incident request workflow

Figure 6.8 – Generic incident request workflow

Detecting an incident can occur in a variety of ways. The input described a number of ways in which the service provider may detect that an incident has occurred. When an incident...