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 terms and definitions

There are several key terms related to problem management, including problem, root cause(s), known error, workaround, permanent solution, and closure code. In this section, you will learn about the definitions of these terms.


A problem is defined as the cause of incidents or abnormal behavior exhibited by a product or service. It could be a situation where the service is working and continues to work but something is going on that cannot be explained. It could be that a major incident has occurred and the service provider has restored the service but the impact was significant enough that the customer does not want it to happen again, so they may request a problem be raised to address the error. It could be an instance where the service desk has identified multiple occurrences of the same incident and the management team wants these incidents eliminated permanently. In many reactive cases, the incident is the driver for a problem record to...