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

Problem Management

In this chapter, you will be introduced to the problem management capability specifically, and how it’s part of formal service management. This includes the governance (purpose, objectives, and policies), the execution (the roles and responsibilities, activities, and metrics), and the enablement (accelerating, integrating, and supporting technology) of the capability. This capability enables an organization to learn how to apply various techniques to identify root causes and determine the best permanent solution to resolve them, reducing the impact of known errors and eliminating those errors, and improving the overall quality of the services being delivered.

In this chapter, we’re going to cover the following main topics:

  • Purpose and objectives
  • Policies
  • Process terms and definitions
  • Process inputs and outputs
  • Process activities
  • Roles and responsibilities
  • Key process indicators
  • Process integrations
  • Technology...