Implementing a Successful Service Management Capability with Key Artifacts
In this chapter, we will review key artifacts for a successful implementation of a service management practice. These key elements of a service management capability will enable your organization to be more efficient and effective in managing the organizational capability that is key to becoming a valued service provider. As we discussed in the previous chapter, this chapter reflects the elements of continual improvement of an overall program that increases an organization’s potential for success. The artifacts that will be discussed in this chapter include the following:
- Roles and responsibilities
- Value streams and process artifacts
- Organizational change management
- Metrics and measures
- Reporting
