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Key benefits

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

Purchase of the print or Kindle book includes a free PDF eBook

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.

Who is this book 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.

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

What do you get with a Packt Subscription?

Free for first 7 days. $19.99 p/m after that. Cancel any time!

Unlimited ad-free access to the largest independent learning library in tech. Access this title and thousands more!

50+ new titles added per month, including many first-to-market concepts and exclusive early access to books as they are being written.

Innovative learning tools, including AI book assistants, code context explainers, and text-to-speech.

Thousands of reference materials covering every tech concept you need to stay up to date.

Subscribe now

View plans & pricing

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Delivery Leader Nov 13, 2023

Since technology and business is evolving very rapidly and the pace of change is insane, this book makes it easy for me to gain insights one practice at a time, just when I need it.

Amazon Verified review

Kindle Customer Nov 16, 2023

The title of this book denotes the real value it provides. It’s not a rehash of ITSM standards, frameworks and fads, but provides a real world perspective and practical guidance on how to go about implementing Service Management. The author’s decades of experience in Service Management; as practitioners, trainers and consultants helping companies implement and improve Service Management practices; really come through in the book. Having spent four decades in IT myself, much of it in Service Management, I can attest to the practical value this book provides. It bypasses the arguments about which framework is best and centers on the heart of the matter – how to take all the resources available to assemble and tailor a Service Management initiative/program to fit the culture and business objectives of the company to deliver added efficiency, effectiveness and value. I encourage anyone seeking to implement or improve Service Management practices to get this book and leverage the gems of wisdom it contains.

David Neil Sandilands Nov 29, 2023

A practical guide to Service Management is a great book for an often ignored and neglected topic where ITSM is viewed as too hard or archaic and just in the way of delivery and change.It gives you an understanding of the purpose of ITSM and its components, the value they deliver and how they relate to each other. Giving you the critical understanding of how to deliver technology solution into an organization, enabling you to think how to work with the processes and not against them.The book has clearly been written by with a deep understanding of the subject and builds up your knowledge with clear explanations and well though out examples. It helps you understand how the frameworks, standards and movements are used and affect ITSM and how to think pragmatically about implementation and running ITSM.

MJ Jan 16, 2024

I am an DevOps & ITIL4 trainer, my ITSM education started with ITIL3, then I’ve moved to ITIL4 and read relevant papers — from this perspective I see this publication as a very solid addition to my service management/ITSM library.Authors did their homework withouth cutting corners.As I see it service management & ITSM are not going away soon, so I’d say that the knowledge contained in this publication would still hold strong for 5, maybe even more years…My predictions are that ITIL4 is here to stay for something like 7–8 years before a new edition appears and unless that new edition would totally revamp how service management operates then this publication is here to stay.

Business Process Optimization Manager & Service Management Practitioner Nov 09, 2023

Excellent source of information for anyone interested and invested in Service Management. It offers valuable and relevant insight that can be leveraged no matter where you are in your journey. The authors use a unique approach in that the book makes you feel like you are having a conversation with them and learning from their experiences. A MUST HAVE for your Service Management Library.

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

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