by Keith D Sutherland, Lawrence J Butch Sheets
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
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.
