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.

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Spis treści

A Practical Guide to Service Management. Insights from industry experts for uncovering, implementing, and improving service management practices eBook -- spis treści

• 1. Understanding Service Management
• 2. Getting to Grips with Service Management Frameworks
• 3. Working with the Design Thinking Aspect of Service Management
• 4. Systems Thinking in Terms of Service Management
• 5. Service Management Key Concepts
• 6. Incident Management
• 7. Problem Management
• 8. Change Management
• 9. Release and Deployment Management
• 10. Request Management
• 11. Service Catalog Management
• 12. Service Asset Management
• 13. Configuration Management
• 14. Business Relationship Management
• 15. Service Level Management
• 16. Pragmatic Application of Service Management
• 17. Implementing a Successful Service Management Capability with Key Artifacts
• 18. Reviewing Critical Success Factors for Service Management Capability
• 19. Realizing CSFs for Service Management Implementation
• 20. Sustaining a Service Management Practice
• 21. Appendix 1
• 22. Appendix 2