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)
1
Part 1: The Importance of Service Management
6
Part 2: Essential Process Capabilities for Effective Service Management
18
Part 3: How to Apply a Pragmatic, Customized Service Management Capability
Appendix B: SLR Template

Key process indicators

The problem management process has several key process indicators. These key process indicators should cover the progress of implementing the process across the service provider organization, compliance with the process policies, the effectiveness of producing the process deliverables, and the efficiency of the execution. A balanced set of metrics will ensure that the process is being measured appropriately and the key areas are covered. Some examples of key process indicators are as follows:

  • The total number of problems recorded for a specified period as a control
  • The number of problems without documentation for root cause analysis and resolution
  • The number of problems closed with recurring incidents after the closure
  • The time to complete root cause analysis
  • The number and percentage of problems opened and closed
  • The backlog of problems in the queue
  • The number and percentage of workarounds applied to recurring incidents
  • The...