book

A Practical Guide to Service Management

by Keith D. Sutherland, Lawrence J. Butch Sheets

October 2023

Intermediate to advanced

350 pages

10h 4m

English

Packt Publishing

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ForewordContributorsAbout the authorsAbout the reviewer
Who this book is forWhat this book coversConventions usedGet in touchShare Your ThoughtsDownload a free PDF copy of this book
Delving into the origins of many service management aspectsCollating common service management examples and understanding wordplayImproving your personal and professional life with service managementIdentifying common sense aspects of service managementSummary
Distinguishing between frameworks, methods, standards, and movementsTracing the evolution of service managementWhat are the service management frameworks for IT?What are the service management frameworks for enterprises?Summary
Defining design thinking in terms of service managementWhy is user experience important?Why is customer experience important?What is customer journey mapping?Summary
Defining systems thinking in terms of service managementThe convergence of strategies (e.g., business, IT, service management, and services)Evolution in the use of multiple approaches to sustain a successful service management capabilitySummary
Key definitionsAn IT management system (ISO/IEC 20000:2018)Business and IT convergenceGeneral (IT) universal service management capabilitiesAccelerators for service managementSummary
Purpose and objectivesPoliciesCategorizationPrioritizationProcess terms and definitionsProcess input and outputProcess activitiesRoles and responsibilitiesKey process indicatorsProcess integrationTechnology requirementsSummary

Purpose and objectivesPoliciesCategorizationPrioritizationProcess terms and definitionsProblemRoot causeWorkaroundKnown errorPermanent solutionClosure codeProcess inputs and outputsProcess activitiesIdentifying a problemRecording the problemClassifying and prioritizing the problemInvestigation and diagnosisRaising a known error and a workaroundResolutionClosureRoles and responsibilitiesKey process indicatorsProcess integrationIncident managementChange managementConfiguration managementCapacity managementAvailability managementService-level managementFinancial managementSupplier managementTechnology requirementsSummary
Purpose and objectivesPoliciesCategorizationPrioritizationProcess terms and definitionsChangeChange modelStandard changeNormal changeEmergency changeClosure codeProcess inputs and outputsProcess activitiesInitiating a changeRecording the changeReviewing the change recordAssessing and evaluating the changeAuthorizing the changeBuilding the changeTesting the changeDeploying the changeImplementing the changeClosing the changeRoles and responsibilitiesKey process indicatorsProcess integrationTechnology requirementsSummary
Purpose and objectivesPoliciesRelease contentPrioritizationEstablishing criteria for creating a release recordTesting requirementsProcess terms and definitionsReleasesDeploymentTransferenceRetirementRelease modelRelease typesDeployment typesProcess inputs and outputsProcess activitiesRoles and responsibilitiesKey process indicatorsProcess integrationIncident managementProblem managementChange managementConfiguration managementService validation and testingTechnology requirementsSummary
Purpose and objectivesPoliciesGeneric service requestRequest authorizationCategorizationPrioritizationProcess terms and definitionsService requestRequest modelProcess inputs and outputsProcess activitiesInitiate a requestLog the requestService requestEntitledAuthorizedAssign requestFulfill the requestFulfilledClose the requestRoles and responsibilitiesKey process indicatorsProcess integrationService catalog managementIncident managementConfiguration managementCapacity managementChange managementFinancial managementTechnology requirementsSummary
Purpose and objectivesPoliciesService portfolioService catalogThe service catalog entryProcess terms and definitionsProcess inputs and outputsProcess activitiesIdentify a service catalog entryDocument the serviceIdentify the service catalog viewProduce the service catalogMaintain the service catalogEnsure alignmentRoles and responsibilitiesKey process indicatorsProcess integrationService portfolio managementRequest managementConfiguration managementBusiness relationship managementService level managementDemand managementTechnology requirementsSummary
Purpose and objectivesPoliciesService assetAsset classAsset typesHardware assetSoftware assetsHardware asset recordSoftware asset recordsProcess terms and definitionsProcess inputs and outputsProcess activitiesIdentifying IT assetsRecord the IT assetManage the life cycleAudit the IT assetsProvide management reportingDispose of IT assetsRoles and responsibilitiesKey process indicatorsProcess integrationSupplier managementService request managementConfiguration managementChange managementFinancial managementTechnology requirementsSummary
Purpose and objectivesPoliciesConfiguration itemConfiguration managementCI classCI typesHardware CI recordSoftware CI recordsProcess terms and definitionsProcess inputs and outputsProcess activitiesIdentificationControlStatus accountingVerificationRoles and responsibilitiesKey process indicatorsProcess integrationTechnology requirementsSummary
BRM conceptBRM purpose and objectivesBRM policiesKey BRM concepts, terms, and definitionsBRM inputs and outputsBasic BRM activitiesEstablishing a relationshipManaging the life cycle of the relationshipReviewing performanceTransitioning from an SPBRM roles and responsibilitiesBRM key capability indicatorsBRM integration with other capabilities, processes, and practicesBRM technology considerationsSummary
Purpose and objectivesPoliciesService levelsSLAs and OLAsService level reportingService level requirementsProcess terms and definitionsProcess input and outputProcess activitiesPlanningDefining the requirementsNegotiatingAgreeingMonitoringReviewing and reportingImprovingRoles and responsibilitiesKey process indicatorsProcess integrationFinancial managementAvailability managementIncident managementCapacity managementInformation security managementIT service continuity managementBusiness relationship managementTechnology requirementsSummary
Delving into the vision, mission, goals, and objectivesDocumenting the starting point for continual improvementUnderstanding assessment and desired stateExploring planning and executionComprehending measures and reportsExamining rinse and repeat, or do it again and again...Summary
Roles and responsibilitiesValue streams and process artifactsProcess modelOrganizational change managementMetrics and measuresReportingSummary
Understanding commitment or supportEnsuring compliance and control with governanceThe importance of accountability and authorityBenefiting from quick winsSummary
Setting a baselineMeasuring and monitoring progressEstablishing a pace for changeAllocating the necessary resourcesIdentifying and implementing tools and technologySummary
Why do formal service management initiatives fail?Why do formal service management initiatives succeed?Maturing and incrementally adding capabilitiesSummary – final tips on this book
Table of ContentsDocument Revision History/Release Notes1.0 Introduction1.1 Parties to the Agreement1.2 Changes and Version Control1.3 Definitions2.0 IT Service Description2.1 Description of Service2.2 Exclusions2.3 Service-Specific Terminology2.4 Roles and Responsibilities3.0 IT Service Availability4.0 IT Service Continuity5.0 IT Service Performance6.0 IT Service Support6.1 Support Procedures7.0 Financial8.0 Service Level Reporting9.0 Service Credits10.0 Service Improvement Program11.0 Review Policy and Schedule12.0 Agreement and Signatories
IT Service: Interview questions
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Content preview from A Practical Guide to Service Management

Index

As this ebook edition doesn't have fixed pagination, the page numbers below are hyperlinked for reference only, based on the printed edition of this book.

Symbols

5 Whys approach 91

access service request

example 152

accountability

importance 275

agile approaches 286

Agile/DevOps 21

Agile/DevOps/Scrum 38

Agile methodology 246

artificial intelligence (AI) 6

asset 182