Reviewing Critical Success Factors for Service Management Capability

In this chapter, we will review the critical success factors (CSFs) to initiate and sustain a service management capability, including leadership commitment and the difference between commitment and support, governance to ensure compliance and control, accountability and authority to fulfill expectations, and quick wins to generate enthusiasm and maintain momentum.

In this chapter, we will cover the following main topics:

  • Understanding commitment or support
  • Ensuring compliance and control with governance
  • The importance of accountability and authority
  • Benefiting from quick wins

Understanding commitment or support

In any major endeavor, commitment and support are key elements. ...

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