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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

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Product type Paperback
Published in Oct 2023
Publisher Packt
ISBN-13 9781804612507
Length 350 pages
Edition 1st Edition
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Authors (2):
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Keith D. Sutherland Keith D. Sutherland
Author Profile Icon Keith D. Sutherland
Keith D. Sutherland
Lawrence J. "Butch" Sheets Lawrence J. "Butch" Sheets
Author Profile Icon Lawrence J. "Butch" Sheets
Lawrence J. "Butch" Sheets
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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

BRM roles and responsibilities

At the beginning of this chapter, in the BRM policies section, we stated that accountability without authority does not work. Now that the high-level activities of BRM have been spoken to, the natural follow-on is to understand which roles are involved in the performance of those activities. Remember that the BRM role is intended to have a high level of authority, actually having the ability to say yes or no to a business partner, while representing the IT SP. Also, remember that BRM is a capability and BRM is a role, where there would be the overarching capability in governing how BRM is approached at the organization, and then within that, having multiple resources in the role of a BRM. It makes sense to mention the concept of RACI here, as it is a tool that is designed to break out who is Responsible for an activity, versus Accountable for an activity, versus who is Consulted in an activity, and, lastly, who is Informed on an activity. Though not providing...

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