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.
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
Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.