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

“This guide is not just another theoretical exploration of service management; it is a practical roadmap crafted for those who seek practical solutions and tangible results. In these pages, you will find a treasure trove of insights, strategies, and proven methodologies that will empower you to revolutionize how services are conceived, designed, delivered, and continuously improved. This guide is more than a compendium of methodologies; it’s a call to action. It invites you to embrace a culture of continuous improvement, cultivate collaboration across teams, and view service management as a dynamic and adaptive discipline that responds to the evolving needs of both customers and organizations.”

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Lisa Schwartz | CEO. ITSM Academy

““A Practical Guide To Service Management” gives you the knowledge of the purpose of the components of ITSM, the value they deliver and how they relate to each other. It gives you the critical understanding of how to deliver technology solutions into an organisation by enabling you to think how to work with the processes and not against them.”

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David Sandilands | Principal Solutions Architect at Puppet

“A Practical Guide to Service Management” provides valuable insights from industry experts on enhancing service management practices. It serves as a comprehensive manual, uncovering key aspects of service management, guiding on its effective implementation, and suggesting ways to improve existing practices. Through real-world examples and expert advice, readers gain a practical understanding of how to optimize service management to drive organizational success. This guide is a valuable resource for anyone looking to enhance their service management skills.”

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Daniel Knott | Head of Software Testing at MaibornWolff GmbH

Keith D. Sutherland – Forty-plus years in IT including specific practitioner experience across several industries: Manufacturing, Banking and Finance, Health Care, and Customer Care. Twenty years’ experience in applying Service Management principles to day-to-day management of IT. Twenty years Master/Manager certified in ITIL/IT Service Management (ITSM), recognizing the ability to use years of IT experience, coupled with best practice disciplines, to provide optimal and pragmatic processes to help support IT services to all business units (IT inclusive). Keith has fifteen years’ experience in managing, moving, and upgrading data center environments, including all facets of Operations Control and Facilities Management.

Lawrence J. Sheets – More than 50 years in IT, including Service Management practitioner experience across banking, military, and manufacturing, with 10 years spent as the architect for a Service Management implementation and the last 14 years as a Service Management educator and consultant. Over twenty (20) years’ experience in applying IT Infrastructure Library (ITIL) principles to day-to-day management of IT. 20 years Master/Manager certified in ITIL/IT Service Management (ITSM), recognizing the ability to use years of IT experience, coupled with best practice disciplines, to provide solid processes to help support IT services to all business units (IT inclusive). Nine (9) years’ experience in applying 6 Sigma to ITSM projects.