A Practical Guide to Service Management: Insights from industry experts for uncovering, implementing, and improving service management practices

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.