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

Purpose and objectives

Problem management is the process that is responsible for managing all problems from initiation through to closure.

The purpose of problem management is to manage the life cycle of a problem from the time the problem is raised until the permanent solution to eliminate the error has been applied. Problem management has both a reactive aspect and a proactive aspect. The reactive aspect of problem management involves responding to errors identified through incidents – both recurring and major. The proactive aspect of problem management involves identifying abnormal conditions that have not resulted in an incident but still need attention to determine what is causing the conditions and how to eliminate them. An example of this type of problem analysis would be when a business process is showing poor performance but there do not seem to be any service disruptions and the performance is not bad enough to raise an incident. A problem could be raised to investigate...