A Practical Guide to Service Management
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A Practical Guide to Service Management
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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)
Preface
Part 1: The Importance of Service Management
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Chapter 1: Understanding Service Management
Chapter 2: Getting to Grips with Service Management Frameworks
Chapter 3: Working with the “Design Thinking” Aspect of Service Management
Chapter 4: Systems Thinking in Terms of Service Management
Part 2: Essential Process Capabilities for Effective Service Management
Chapter 5: Service Management Key Concepts
Chapter 6: Incident Management
Chapter 7: Problem Management
Chapter 8: Change Management
Chapter 9: Release and Deployment Management
Chapter 10: Request Management
Chapter 11: Service Catalog Management
Chapter 12: Service Asset Management
Chapter 13: Configuration Management
Chapter 14: Business Relationship Management
Chapter 15: Service Level Management
Part 3: How to Apply a Pragmatic, Customized Service Management Capability
Chapter 16: Pragmatic Application of Service Management
Chapter 17: Implementing a Successful Service Management Capability with Key Artifacts
Chapter 18: Reviewing Critical Success Factors for Service Management Capability
Chapter 19: Realizing CSFs for Service Management Implementation
Chapter 20: Sustaining a Service Management Practice
Index
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Appendix A: SLA Template
Appendix B: SLR Template
Customer Reviews