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

Technology requirements

Technology has improved the support of ITSM best practices consistently over the last 20 to 30 years. It has especially matured the support of many operational processes including incident management. The following list shows many of the key requirements for the incident management process. You may have additional requirements, but the following list is a sample of what should be expected of any service management tool. The most important thing to remember about selecting any technology is it will not make a poor process better. It is also important to realize how the tool will be used to select one that will be most effective for your needs.

The following is a list of incident management requirements:

  • The ability to create, modify, close, or cancel incident records
  • The ability to automatically generate a unique record identifier
  • Capturing and storing historical data and other incident-related information
  • The ability to store and maintain...