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

Roles and responsibilities

There are three key roles for incident management: process owner, process manager, and process practitioner. As was discussed in Chapter 5, there are common responsibilities for every process owner and process manager. There are some key responsibilities that the incident management roles need to consider. The incident management process owner needs to work very closely with the change, problem, and request process owners to document the policies related to prioritization and categorization. Putting together a consistent policy for these two elements of service management will be critical to maintaining the relationships between these processes. In addition, the incident management process owner needs to establish the right metrics based on the maturity of the process and the capabilities of the technology to provide the data for the metrics. It will be very important for the process owner to have measures that drive the right behavior and produce metrics...