Sustaining a Service Management Practice

In this chapter, we will discuss sustaining a service management practice. We will describe the importance of continual improvement, management commitment, and monitoring, measuring, and reporting on managing the service management program while continuing to mature the existing capabilities. At the same time, we will introduce new or formalize existing capabilities to ensure continued benefit and value.

Throughout this chapter, you will learn about ensuring your continuing attention to maturing the service management capability. You will gain a deep understanding of the importance of establishing a structure and key resources to lead the service management practice beyond its initial implementation. This includes establishing a service management office and a continual improvement team with an appropriate budget. Furthermore, you will learn how to develop an approach to assess the maturity of your existing formalized capabilities and identify...