Books Services Providers Can Reference Again And Again

By Israel Lang, Executive Consultant, HTG Peer Groups

As we wrap up 2014, I wanted to give my Service Manager Brethren a few of the books that have helped me in an operational or managerial capacity over the last 15 years. Some of the books are pricey and are more like text books than typical business book fare. However, all of the books mentioned below are ones I frequently go back to when developing a plan or thinking through a problem or issue. Enjoy and let me know what books you have found helpful along the service manager’s journey.

1. Crucial Conversations and sister book Crucial Accountability. As services managers we frequently interact with customers, vendors, sales folks, and service team members. These interactions can at times be intense. Both these books have helped me develop the critical skill of having difficult conversations when they are absolutely needed. At HTG we take many teams through this book as this is a skill they need to develop and hone.
2. Managing the Professional Services Firm. David Maister is one of those authors who has quietly produced more than a few books which have real substance. This book helped me understand how other professional services (engineers, attorneys, accountants) have successfully built a model that creates leverage and success. I frequently return to this book and get great ideas on how to make the organizations I serve better.
3. Bare Bones Project Management. Project management is often a black box for small and midsize firms. We know projects are important to the health of most of our organizations and to the organizations we serve, but how can we make sure we set proper expectations and deliver well. This book is a quick read, and I have used it with my teams to help us get better at all aspects of project management. Much simpler than the PMI Bible, PMBOK (Project Management Body of Knowledge) yet covers the key components.
4. Foundations of IT Service Management with ITIL 2011: ITIL Foundations Course in a Book. ITIL (Information Technology Infrastructure Library) has and continues to work its way into the SMB managed services provider (MSP) world. I spend time each month talk with clients or prospective clients as they want to become more “ITILish” in their service delivery methodology. This book gave me enough insight to start taking my team down this path in 2013 and early 2014. I continue to reference it as I consult and mentor teams as they adopt and pursue this model.
5. Spectacular Support Centers. This is a great reference for those teams looking to develop a more robust service or help desk model. I especially like Chapter 4, as it gave me some handles in describing the various methodologies in handling support calls. While all of the information covered isn’t relevant for a MSP context there is lots of good material to review as you look to build, grow, or redesign your service desk.

Israel Lang is part of a team of coaches and consultants serving the IT industry. Prior to joining the HTG Peer Groups staff, he spent almost 20 years in various roles in service and operations at a solutions and managed services provider.  Israel’s company was a member of HTG for many years, and he is a strong proponent of the peer group experience.  He loves helping companies go further faster through developing executives, managers, and teams into effective leaders who reach their fullest potentials. You can reach him at ilang@htgpeergroups.com or on Twitter @israellang.