| Description |
1 online resource (350 pages) : illustrations |
| Note |
Includes index. |
| Summary |
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. 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. |
| Contents |
Cover -- Title Page -- Copyright and credits -- Foreword -- Contributors -- Table of Contents -- Preface -- Part 1: The Importance of Service Management -- Chapter 1: Understanding Service Management -- Delving into the origins of many service management aspects -- Collating common service management examples and understanding wordplay -- Improving your personal and professional life with service management -- Identifying common sense aspects of service management -- Summary -- Chapter 2: Getting to Grips with Service Management Frameworks |
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Distinguishing between frameworks, methods, standards, and movements -- Tracing the evolution of service management -- What are the service management frameworks for IT? -- What are the service management frameworks for enterprises? -- Summary -- Chapter 3: Working with the "Design Thinking" Aspect of Service Management -- Defining design thinking in terms of service management -- Why is user experience important? -- Why is customer experience important? -- What is customer journey mapping? -- Summary -- Chapter 4: Systems Thinking in Terms of Service Management |
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Defining systems thinking in terms of service management -- The convergence of strategies (e.g., business, IT, service management, and services) -- Evolution in the use of multiple approaches to sustain a successful service management capability -- Summary -- Part 2: Understanding the Essential Process Capabilities Required for an Efficient and Effective Formal Service Management Practice -- Chapter 5: Service Management Key Concepts -- Key definitions -- An IT management system (ISO/IEC 20000:2018) -- Business and IT convergence -- General (IT) universal service management capabilities |
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Accelerators for service management -- Summary -- Chapter 6: Incident Management -- Purpose and objectives -- Policies -- Categorization -- Prioritization -- Process terms and definitions -- Process input and output -- Process activities -- Roles and responsibilities -- Key process indicators -- Process integration -- Technology requirements -- Summary -- Chapter 7: Problem Management -- Purpose and objectives -- Policies -- Categorization -- Prioritization -- Process terms and definitions -- Problem -- Root cause -- Workaround -- Known error -- Permanent solution -- Closure code |
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Process inputs and outputs -- Process activities -- Identifying a problem -- Recording the problem -- Classifying and prioritizing the problem -- Investigation and diagnosis -- Raising a known error and a workaround -- Resolution -- Closure -- Roles and responsibilities -- Key process indicators -- Process integration -- Incident management -- Change management -- Configuration management -- Capacity management -- Availability management -- Service-level management -- Financial management -- Supplier management -- Technology requirements -- Summary -- Chapter 8: Change Management |
| Subject |
Information technology -- Management.
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User-centered system design.
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Technologie de l'information -- Gestion. |
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Conception participative (Conception de systèmes) |
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Information technology -- Management |
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User-centered system design |
| Added Author |
Sheets, Lawrence J., author.
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Schwartz, Lisa, writer of foreword.
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