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 inputs and outputs

Problems can be created at any time and detected in a variety of ways, such as major incidents, recurring incidents, unexpected behavior from a service, and so on. The following list identifies many of the inputs and outputs for problem management but is not inclusive:

  • Incident management data and information
  • Triggers from stakeholders
  • Supplier information about a potential problem that needs service provider resources
  • A stakeholder request to initiate a problem record
  • Trend analysis data
  • Configuration information
  • Information from other processes
  • Known error/problem information

The following are examples of incident outputs:

  • Change requests
  • Permanent solutions implemented
  • Known errors
  • Workarounds
  • Problem symptoms
  • Root cause analysis
  • Knowledge articles
  • Management information

This section looked at the inputs and outputs for problem management. The next section will describe...