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)
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

What this book covers

Chapter 1, Understanding Service Management, provides an understanding of what ingredients are required to construct and maintain a service management capability.

Chapter 2, Getting to Grips with Service Management Frameworks, introduces the various methods, frameworks, movements, and standards for service management.

Chapter 3, Working with the “Design Thinking” Aspect of Service Management, is a concept that integrates the key factors in service management: people, process, and technology.

Chapter 4, Systems Thinking in Terms of Service Management, elaborates on the approach that aligns strategies with results and the frameworks, methods, movements, and standards that enable those results.

Chapter 5, Service Management Key Concepts, offers foundational concepts that are critical for understanding service management.

Chapter 6, Incident Management, is an introduction to the incident management process, including governance, execution, and enablement.

Chapter 7, Problem Management, is an introduction to the problem management process, including governance, execution, and enablement.

Chapter 8, Change Management, is an introduction to the change management process, including governance, execution, and enablement.

Chapter 9, Release and Deployment Management, is an introduction to the release and deployment management processes, including governance, execution, and enablement.

Chapter 10, Request Management, is an introduction to the service request management process, including governance, execution, and enablement.

Chapter 11, Service Catalog Management, is an introduction to the service catalog management process, including governance, execution, and enablement.

Chapter 12, Service Asset Management, is an introduction to the asset management process, including governance, execution, and enablement.

Chapter 13, Configuration Management, is an introduction to the configuration management process, including governance, execution, and enablement.

Chapter 14, Business Relationship Management, is an introduction to the business relationship management process, including governance, execution, and enablement.

Chapter 15, Service Level Management, is an introduction to the service level management process, including governance, execution, and enablement.

Chapter 16, Pragmatic Application of Service Management, explores the usage and benefit of using a continual improvement approach.

Chapter 17, Implementing a Successful Service Management Capability with Key Artifacts, reviews the key artifacts required for a successful implementation of a service management capability.

Chapter 18, Reviewing Critical Success Factors for Service Management Capability, reviews the critical success factors for initiating and sustaining a service management capability.

Chapter 19, Realizing CSFs for Service Management Implementation, discusses the critical success factors that will increase an organization’s chances of success at successfully implementing a service management capability.

Chapter 20, Sustaining a Service Management Practice, describes the practices of continual improvement, management commitment, and monitoring, measuring, and reporting on managing the service management capability.

Appendix A, SLA Template, describes the content that could appear in a service-level agreement.

Appendix B, SLR Template, describes the information a service-level manager needs to develop a service-level agreement between the customer and the service provider.