A practical guide to service management : insights from industry experts for uncovering, implementing, and improving service management practices

A practical guide to service management insights from industry experts for uncovering, implementing, and improving service management practices

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 or...

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Detalles Bibliográficos
Otros Autores: Sutherland, Keith, author (author), Sheets, Lawrence J., author (writer of foreword), Schwartz, Lisa, writer of foreword
Formato: Libro electrónico
Idioma:Inglés
Publicado: Birmingham, UK : Packt Publishing Ltd 2023.
Edición:1st edition
Materias:
Information technology > Management.
User-centered system design.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009770735206719
Tabla de Contenidos:
  • 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
  • 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
  • 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
  • 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
  • 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

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