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Basic Service Management [Kindle Edition]

Rob England
4.0 out of 5 stars  See all reviews (3 customer reviews)

Print List Price: £13.90
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Book Description

A 50-page introduction to providing services.

Service Management is the potent idea that could change the way you run your organisation. This useful little book is a pocket guide on how to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about.
It describes the basics, in realistic pragmatic terms. And it is brief – we limited ourselves to 50 pages.
Whether you are in manufacturing, trades, retail, IT, public sector, not-for-profit…; whether you provide service internally to the rest of your organisation or externally to paying customers; whether you work anywhere from a small business to a government department; this book introduces you to service management.
It will get you started, get you up and running, and it will set you on the path to the advanced concepts if that is where you need to be. Or this book and its website may be all you need.
If you are interested in this book, you probably don’t manage your services so much. That gives you an opportunity to increase revenues and profitability: improving your service brings increased efficiency and effectiveness. That means increased returns for much less investment than from improving your products or equipment.
Service management gets your whole organisation working “outside-in”: talking to customers, understanding customers, thinking about yourselves in customer terms, seeing yourselves as customers see you, giving customers service that they want.
In this century, if you run a business it is most likely a service business whether you know it or not. Customers don’t want to simply buy something any more. They don’t simply want something done. They want to have a nice easy experience with added value – to be served.
Whether you build roads or map them, operate ports or use them, build houses or sell them, plan weddings or sing at them, care for kids or clothe them, sell PCs or scrap them, you are in a service business, even if you may not be in a “service industry”.
We aren’t talking about over-the-counter “may I help you?” service, the focus of a number of books. Those books tell you how to develop the customer service interface, the experience of contact. This book is about the end-to-end process of providing services, and most of all about how to manage them.
This book generalises the concepts that have been recently refined in the Information Technology industry – the current “experts” in this topic (even if it doesn’t feel that way sometimes).
Here is Basic Service Management, describing the basics you need to start in managing real business services, to get by. It will set you on the road to gold-standard service or it just may be all you need.
We have taken the central ideas from a range of sources and summarised them in plain English and pragmatic terms. Use what is good for you; get started with what we give you; then follow the references for more when you need it.

Product Description

About the Author

Rob England B.Sc., MNZCS, ITCP is an independent IT management consultant and commentator in Wellington, New Zealand. He is a published author of several books and many articles. Rob is the newsletter editor for itSMFnz, the professional body for IT Service Management (ITIL) practitioners. Rob was awarded the inaugural New Zealand IT Service Management Champion award in 2011 by itSMFnz and is acknowledged as a contributor to the ITIL 2011 core book Service Strategy.

Product details

  • Format: Kindle Edition
  • File Size: 364 KB
  • Print Length: 64 pages
  • Publisher: Two Hills (27 Aug. 2011)
  • Sold by: Amazon Media EU S.à r.l.
  • Language: English
  • ASIN: B005OBH9R2
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Not Enabled
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Bestsellers Rank: #319,314 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

4.0 out of 5 stars
4.0 out of 5 stars
Most Helpful Customer Reviews
5.0 out of 5 stars Excellent advice for anyone running services 18 Dec. 2012
Format:Paperback|Verified Purchase
Not many books pack so much good and thoughtful information into just 50 pages. While very straightforward and easy to read, Rob still manages to get even experienced service managers thinking. I picked up lots of handy and useful tips to help teams improve their approach to service delivery.

Well worth the tiny sticker price, much better than quite a few much weightier books on the subject.

Highly recommended
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4.0 out of 5 stars provided a great summary 24 Feb. 2013
Format:Paperback|Verified Purchase
It was a great book and as promised provided a great summary in 50 pages. There were items that I expected would be covered in a little more detail and probably not QUITE worth the money. Though if you are in need of only a summary of Service, its a good book to get.
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Format:Kindle Edition|Verified Purchase
Well structured and well thought through guide without all of the fud you get with ITIL. Would certainly help you if your new to the subject and provides a good reference if you can't make sense of the more theoretical books on a similar subject. Not bad value.
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Most Helpful Customer Reviews on (beta) 4.0 out of 5 stars  5 reviews
1 of 1 people found the following review helpful
5.0 out of 5 stars Fantastic book on service management 25 Nov. 2012
By Tam - Published on
Format:Kindle Edition|Verified Purchase
This was a fantastic book - concise, clear and easy to create a plan for service management. This book covers all aspects of service operations management.
1 of 1 people found the following review helpful
5.0 out of 5 stars Good book covering the basics 27 Sept. 2011
By Osama Salah Ghazy - Published on
Format:Kindle Edition|Verified Purchase
I'm halfway through and knowing Rob's blog It's no surprise that the book lives up to the expectations.
The book is a good read for people starting with ITSM. I recommend reading it before you get lost into ITIL.
For others the books has some good suggestions and a simple way of explaining things that might come handy.

I'm not fully finished yet, but I've no reason to believe that the rest of the book will be different from what I've read so far.

Highly recommended for starters and people wanting to get a simple view to ITSM.
1 of 1 people found the following review helpful
5.0 out of 5 stars BASIC, not for simple, but for core 26 Sept. 2011
By Antonio Valle - Published on
Format:Kindle Edition|Verified Purchase
If you are in the services business, don't matter which sector, this is your Service Management foundations book. It covers everything you need to know about SM and points you to the knowledge sources you need to enhance your knowledge. A great lecture, straightforward and easy to understand.
4.0 out of 5 stars Easily the best short introduction to service management I have read 21 Dec. 2014
By M G Hall - Published on
This book is easily the best short introduction to the service view of business and service management I have read. The emphasis is on simple, brief explanations. Rob aims for 50 pages and somehow manages to pack everything into that short span.
Sections on Service, People, Practices and Things form the organising framework. Service is, as you would expect, the section that introduces service concepts. People is only five pages long, but it is worth buying the book for this short section alone. It says more in a short space than many heavy tomes and much more clearly.
Practices is the bulk of the book – about thirty pages. This is where Rob presents his summary of service activities as seven related domains or areas. The treatment is clear and concise and I found that I came away with a much better understanding, mainly because of the brevity which allows the reader to see the whole span of service planning and delivery in a short space of time.
The book is backed up by a website,, which offers more resources and useful links to in-depth material on service management.
I think Basic Service Management is a great way forward for anyone who is looking for a better way of thinking about their business, or who is familiar with service management in an IT context and wants to step out into Enterprise Service Management.
0 of 1 people found the following review helpful
1.0 out of 5 stars Worst book ever of IT 18 Oct. 2013
By Robert Rodriguez - Published on
Format:Kindle Edition|Verified Purchase
The book is too vague, it is not even a good information Technology reference guide. The sub notes are terrible; the reference it but it cannot back it up. i.e., "I heard it at a conference but was not able to find more information about it." I see the author has written other books, I'll stay away from them.
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