Summary

In this chapter, you were introduced to the roles and responsibilities that are key to delivering and managing a service management program and services. You received information about value streams and processes to help you understand the importance of knowing what it is you do, how it is done, and the interactions necessary to fulfill customer needs. You were also exposed to the key artifacts of a process by reviewing the process model and what is involved in establishing a formal process capability. We reviewed the OCM strategy and plans and discussed the significance of communication in increasing the overall potential for success in implementing service management. We looked at the elements of metrics and measures to ensure that what gets measured will produce the behavior and results that enable you to communicate how well the service provider is doing in meeting the needs of the organization.

These are all key areas that require the attention of the service management...