In this section of the blog we shall place comments on prospective or candidate ‘good practices’ for service management. For the sake of these entries a good practice is one that has been proven by use and the achievement of some tangible improvement within a service management strategy. The format we suggest is used should follow that within the “Guide to the Service Management Body of Knowledge for IT professionals (ITSMBOK)” publication, where they are referenced as ‘good practice statements’ or GPS.
A GPS should be definitive and clear in its meaning and use words such as ‘should’, ‘will’, ‘must’, and avoid softer language such as ‘could’, ‘might’, and ‘sometimes’. The first entry offers an example of a workable GPS.