Search icon Close icon
Search icon CANCEL
Subscription
0
Cart icon
Your Cart (0 item)
Close icon
You have no products in your basket yet
Checkout

Change country

Modal Close icon
Country selected Country selected
country flag Germany
Country selected
country flag Slovakia
Country selected
country flag Canada
Country selected
country flag Brazil
Country selected
country flag Singapore
Country selected
country flag Hungary
Country selected
country flag Philippines
Country selected
country flag Mexico
Country selected
country flag Thailand
Country selected
country flag Ukraine
Country selected
country flag Luxembourg
Country selected
country flag Estonia
Country selected
country flag Lithuania
Country selected
country flag Norway
Country selected
country flag Chile
Country selected
country flag United States
Country selected
country flag Great Britain
Country selected
country flag India
Country selected
country flag Spain
Country selected
country flag South Korea
Country selected
country flag Ecuador
Country selected
country flag Colombia
Country selected
country flag Taiwan
Country selected
country flag Switzerland
Country selected
country flag Indonesia
Country selected
country flag Cyprus
Country selected
country flag Denmark
Country selected
country flag Finland
Country selected
country flag Poland
Country selected
country flag Malta
Country selected
country flag Czechia
Country selected
country flag New Zealand
Country selected
country flag Austria
Country selected
country flag Turkey
Country selected
country flag France
Country selected
country flag Sweden
Country selected
country flag Italy
Country selected
country flag Egypt
Country selected
country flag Belgium
Country selected
country flag Portugal
Country selected
country flag Slovenia
Country selected
country flag Ireland
Country selected
country flag Romania
Country selected
country flag Greece
Country selected
country flag Argentina
Country selected
country flag Malaysia
Country selected
country flag South Africa
Country selected
country flag Netherlands
Country selected
country flag Bulgaria
Country selected
country flag Latvia
Country selected
country flag Australia
Country selected
country flag Japan
Country selected
country flag Russia
Country selected
Arrow left icon
Explore Products
Best Sellers
New Releases
Books
Videos
Audiobooks
Learning Hub
Free Learning
Arrow right icon
Arrow up icon
GO TO TOP
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

Arrow left icon
Product type Paperback
Published in Oct 2023
Publisher Packt
ISBN-13 9781804612507
Length 350 pages
Edition 1st Edition
Concepts
Arrow right icon
Authors (2):
Arrow left icon
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.
Read more
See other products by Keith D. Sutherland
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.
Read more
See other products by Lawrence J. "Butch" Sheets
Arrow right icon
View More author details
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

5.0 IT Service Performance

  • Demand/throughput based on vital business functions.
  • How should this service perform?
  • Response times.
lock icon The rest of the chapter is locked
arrow left Previous Section
Section 8 of 15
Next Section arrow right
Register for a free Packt account to unlock a world of extra content!
A free Packt account unlocks extra newsletters, articles, discounted offers, and much more. Start advancing your knowledge today.
Sign up now
Unlock this book and the full library FREE for 7 days
Get unlimited access to 7000+ expert-authored eBooks and videos courses covering every tech area you can think of
Start free trial
Renews at $19.99/month. Cancel anytime

Authors (2)

Left arrow icon
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
Right arrow icon
Banner background image

Personalised recommendations for you

Based on your interests and search pattern
Left arrow icon
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Mastering PowerShell Scripting
Mastering PowerShell Scripting
Read more
PowerShell scripts provides a convenient method for automating tasks, using them proficiently can be challenging. This all-inclusive guide begins at the basics and covers advanced concepts, equipping you with tips to become an expert in PowerShell Core 7.3 scripting.
Read more
May 2024 27h 32m
Right arrow icon