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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

Product type Paperback

Published in Oct 2023

Publisher Packt

ISBN-13 9781804612507

Length 350 pages

Edition 1st Edition

Concepts

IT Service Management

Authors (2):

Keith D. Sutherland

Lawrence J. "Butch" Sheets

View More author details

Table of Contents (28) Chapters

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

Why subscribe?

25. Other Books You May Enjoy

Appendix A: SLA Template

1. Appendix B: SLR Template

IT Service:

SLA Template

Appendix A provides a sample template for a service level agreement (SLA). This template can be used to create an SLA for a customer, describing the services being offered or can be modified to provide operational level agreement (OLA) information about supporting services to an SLA. Chapter 15 provides additional information about creating and using SLAs and OLAs.

Here is the sample template:

The rest of the chapter is locked

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Authors (2)

Keith D. Sutherland

Keith D. Sutherland

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.

See other products by Keith D. Sutherland

Lawrence J. "Butch" Sheets

Lawrence J. "Butch" Sheets

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.

See other products by Lawrence J. "Butch" Sheets

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