Book Image

A Practical Guide to Service Management

By : Keith D. Sutherland, Lawrence J. "Butch" Sheets
4 (1)
Book Image

A Practical Guide to Service Management

4 (1)
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

1.0 Introduction

1.1 Parties to the Agreement

This agreement describes the relationship and commitment between [Service Provider] and [Customer] with regard to the use and support of the IT service solution:

  • For the purposes of this agreement, “service user” refers to connectivity and usage by the customer’s users
  • General terms and definitions (linked below)

1.2 Changes and Version Control

  • Current version number
  • When and why changed, authorization
  • Copy holders

1.3 Definitions

1.3.1 Specific Terms

1.3.2 External References

An ITSM Glossary of Terms link can be placed here.

1.3.3 Relationship to Other Documents

1.3.4 Service Catalog