A Practical Guide to Service Management: Insights from industry experts for uncovering, implementing, and improving service management practices
by 作者: Keith D. Sutherland (Author), Lawrence J. “Butch” Sheets (Author), Lisa Schwartz (Foreword)
Publisher Finelybook 出版社: Packt Publishing (October 13, 2023)
Language 语言: English
Pages 页数: 350 pages
ISBN-10 书号: 1804612502
ISBN-13 书号: 9781804612507
Book Description
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook
Key Features
A complete, pragmatic guide on service management from industry experts
Learn industry best practices and proven strategies to establish and improve a service management capability
Get hands on with implementing and maintaining a service management capability
Purchase of the print or Kindle book includes a free PDF eBook
Book Description
Many organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability.
You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You’ll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs.
This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice.
By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.
What you will learn
Discover a holistic approach to managing services
Get acquainted with the service management methods, frameworks, and best practices
Understand the significance of a service management strategy
Demonstrate your skills to deliver high-quality, timely services
Find out how to become a respected business partner to your customers
Recognize the role of governance, outcomes, and markets
Grasp the concept of value capture and maintaining value over time
Explore common processes that lay the foundation for effective service management
Who this book is for
This book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
Table of Contents
1. Understanding Service Mlanagement
2. Getting to Grips with Service Ivlanagement Frameworks
3. working with the “Design Thinking” Aspect of Service Management
4. Systems Thinking in Terms of Service Mlanagement
5. Service Management Key Concepts
6. Incident [vlanagement
7. Problem Management
8. Change vlanagement
9. Release and Deployment Mlanagement
10. Request vlanagement
11. Service Catalcg Mlanagement
12. Service Asset [vlanagement
13. Configuration Mlanagement
14. Business Relati onship Management
15. Service Level Management
16. Pragmatic Application of Service Management
[N.B. Please use the Look Inside option to see further chapters)
About the Author
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.
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. Amazon page
