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A Practical Guide to Service Management

You're reading from   A Practical Guide to Service Management Insights from industry experts for uncovering, implementing, and improving service management practices

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Product type Paperback
Published in Oct 2023
Publisher Packt
ISBN-13 9781804612507
Length 350 pages
Edition 1st Edition
Concepts
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Authors (2):
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Keith D. Sutherland Keith D. Sutherland
Author Profile Icon Keith D. Sutherland
Keith D. Sutherland
LinkedIn
Keith D. Sutherland – Forty-plus years in IT including specific practitioner experience across several industries: Manufacturing, Banking and Finance, Health Care, and Customer Care. Twenty years’ experience in applying Service Management principles to day-to-day management of IT. Twenty years Master/Manager certified in ITIL/IT Service Management (ITSM), recognizing the ability to use years of IT experience, coupled with best practice disciplines, to provide optimal and pragmatic processes to help support IT services to all business units (IT inclusive). Keith has fifteen years’ experience in managing, moving, and upgrading data center environments, including all facets of Operations Control and Facilities Management.
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Lawrence J. "Butch" Sheets Lawrence J. "Butch" Sheets
Author Profile Icon Lawrence J. "Butch" Sheets
Lawrence J. "Butch" Sheets
LinkedIn
Lawrence J. Sheets – More than 50 years in IT, including Service Management practitioner experience across banking, military, and manufacturing, with 10 years spent as the architect for a Service Management implementation and the last 14 years as a Service Management educator and consultant. Over twenty (20) years’ experience in applying IT Infrastructure Library (ITIL) principles to day-to-day management of IT. 20 years Master/Manager certified in ITIL/IT Service Management (ITSM), recognizing the ability to use years of IT experience, coupled with best practice disciplines, to provide solid processes to help support IT services to all business units (IT inclusive). Nine (9) years’ experience in applying 6 Sigma to ITSM projects.
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Toc

Table of Contents (28) Chapters Close

Preface 1. Part 1: The Importance of Service Management
2. Chapter 1: Understanding Service Management FREE CHAPTER 3. Chapter 2: Getting to Grips with Service Management Frameworks 4. Chapter 3: Working with the “Design Thinking” Aspect of Service Management 5. Chapter 4: Systems Thinking in Terms of Service Management 6. Part 2: Essential Process Capabilities for Effective Service Management
7. Chapter 5: Service Management Key Concepts 8. Chapter 6: Incident Management 9. Chapter 7: Problem Management 10. Chapter 8: Change Management 11. Chapter 9: Release and Deployment Management 12. Chapter 10: Request Management 13. Chapter 11: Service Catalog Management 14. Chapter 12: Service Asset Management 15. Chapter 13: Configuration Management 16. Chapter 14: Business Relationship Management 17. Chapter 15: Service Level Management 18. Part 3: How to Apply a Pragmatic, Customized Service Management Capability
19. Chapter 16: Pragmatic Application of Service Management 20. Chapter 17: Implementing a Successful Service Management Capability with Key Artifacts 21. Chapter 18: Reviewing Critical Success Factors for Service Management Capability 22. Chapter 19: Realizing CSFs for Service Management Implementation 23. Chapter 20: Sustaining a Service Management Practice 24. Index 25. Other Books You May Enjoy Appendix A: SLA Template 1. Appendix B: SLR Template

Key process indicators

The service catalog management process has a number of key process indicators. These key process indicators should cover the procedure of implementing the process across the service provider organization, complying with the process policies, and demonstrating effectiveness and efficiency when producing the process deliverables. A balanced set of metrics will ensure that the process is being measured appropriately and that the key areas are covered. Some examples of key process indicators are listed here:

  • Percentage of services recorded in the service catalog compared to all services being delivered
  • Accuracy of service information contained in the service catalog compared to that which is being delivered
  • Percentage of customers that are aware of and use the service catalog
  • Customer perception of the accuracy of the information in the service catalog based on survey responses
  • Percentage completeness of the supporting services in the service...
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Authors (2)

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Profile icon Keith D. Sutherland
Keith D. Sutherland
LinkedIn icon
Keith D. Sutherland – Forty-plus years in IT including specific practitioner experience across several industries: Manufacturing, Banking and Finance, Health Care, and Customer Care. Twenty years' experience in applying Service Management principles to day-to-day management of IT. Twenty years Master/Manager certified in ITIL/IT Service Management (ITSM), recognizing the ability to use years of IT experience, coupled with best practice disciplines, to provide optimal and pragmatic processes to help support IT services to all business units (IT inclusive). Keith has fifteen years' experience in managing, moving, and upgrading data center environments, including all facets of Operations Control and Facilities Management.
Read more
See other products by Keith D. Sutherland
Profile icon Lawrence J. "Butch" Sheets
Lawrence J. "Butch" Sheets
LinkedIn icon
Lawrence J. Sheets – More than 50 years in IT, including Service Management practitioner experience across banking, military, and manufacturing, with 10 years spent as the architect for a Service Management implementation and the last 14 years as a Service Management educator and consultant. Over twenty (20) years' experience in applying IT Infrastructure Library (ITIL) principles to day-to-day management of IT. 20 years Master/Manager certified in ITIL/IT Service Management (ITSM), recognizing the ability to use years of IT experience, coupled with best practice disciplines, to provide solid processes to help support IT services to all business units (IT inclusive). Nine (9) years' experience in applying 6 Sigma to ITSM projects.
Read more
See other products by Lawrence J. "Butch" Sheets
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