Book Review – “Service Management” by James Fitzsimmons and Mona Fitzsimmons

In the early days of CMMI® – SVC, around 4 years ago, I purchased this book on the recommendation of my colleague Chinmay Pradhan . The money and time spent with this book have been rewarding. I now strongly recommend it to anyone who asks me for a book to understand the services context for implementation of CMMI® for Services.

Some relevant information about the book:

  • The book is designed as a comprehensive standard text for management students in service oriented industries.
  • It has been used as reference book for many years – the first edition is dated 1994. The book has been updated frequently and has survived almost 2 decades.
  • The book (5th Edition) has 3 parts and 17 Chapters.
  • The Chapters on “The Nature of Services” and “Service Strategy” (in Part 1) are especially useful to structure your approach to a service oriented organization.
  • There are interesting Chapters (in Part 2) dedicated to development of new services, service quality, and continuous improvement.
  • Part 3 titled Managing Service Operations has a lot of material devoted to demand forecasting, capacity management, managing queues, and service supply relationship – this section is useful for approaching the high maturity practices of the CMMI®.
  • Concepts are supported with diagrams, tables, examples and case studies from a wide range of service industries. The range is so vast that based on reading the book, it is easy to extend the concepts to a completely new service industry/ organization.
  • Each chapter ends with questions for the readers to work on (and consolidate their understanding of the concepts).
  • The book may not be suitable in a Kindle version (I think the big illustrations and tables in the book are not suitable currently for the Kindle format).
  • The print version (5th Edition) that I have is close to 600 pages – just slightly smaller than the A4 size – so it is pretty big to carry around.

I recommend this book very strongly to:

  • Consultants, trainers, auditors and appraisers working with CMMI® for Services (CMMI® – SVC)
  • Process improvement professionals in any service oriented organization, especially those supporting the implementation of CMMI® for Services (CMMI® – SVC)
  • Executive management of service oriented organizations

If you belong to one the above category of folks, in addition to reading the book, you will find it useful to have a copy for reference on a more constant basis.
The book has multiple editions (the 8th edition seems to be the latest) and multiple versions/ configurations (hardcover/paperback, with student CD/ without student CD) – the price varies significantly based on the edition, versions and configurations. My review is based on a paperback copy of the 5th edition, without the student CD. If you are planning to purchase a copy, keep in mind that the price is dependent on some of the factors just discussed.

About the authors

James A Fitzsimmons is a BSE in industrial engineering (Univ of Michigan), an MBA (Western Michigan Univ) and a PhD (UCLA). He has consulted several organizations, including large government bodies. He has edited and co-authored many books and journals.

Mona J Fitzsimmons is a graduate from the University of Michigan, did her graduate work in geology. She has been a teacher and an author. Her activities/ interests include wildlife rehabilitation, environmental issues and health care.

Here are some details, if you want to get a copy of the book:

Service Management Book Cover
Title: Service Management: Operations, Strategy, Information Technology

Author: James A Fitzimmons and Mona J Fitzsimmons

Publishing Date: Initially around 1994, Currently 8th Edition

Publisher: McGraw-Hill

Available at:,, and Flipkart

Other book reviews uploaded on the same blog:

Please feel feel to share your views, experiences or queries, using the “comments” feature available.


Nothing Official About It! – The views presented above are in no manner reflective of the official views of any organization, community, group, institute, or association. They may not even be the official views of the author of this post :-).

I am Rajesh Naik. I am an author, management consultant and trainer, helping IT and other tech companies improve their processes and performance. I also specialize in CMMI® (DEV and SVC), People CMM® and Balanced Scorecard. I am a CMMI Institute certified/ authorized Instructor and Lead Appraiser for CMMI® and People CMM®. I am available on LinkedIn and I will be glad to accept your invite. For more information please click here.

8 thoughts on “Book Review – “Service Management” by James Fitzsimmons and Mona Fitzsimmons”

  1. This looks like a useful reference, Rajesh. Thanks Rajesh and Chinmay.

    In fact, I have seen stores like Crossword stock up on a number of books related to Services- Operations, Marketing, Strategy …over the past 2-3 years.

    And the underlying business concepts, innovations in the Services space makes for an exciting read.

    And by the way, your website also provides a very useful service:) Trust that you have applied the practices of CMMI SVC while transitioning from your earlier blogsite on WordPress to your own Alignmentor website:)

    1. Hi Prakash,

      “…And by the way, your website also provides a very useful service:) Trust that you have applied the practices of CMMI SVC while transitioning from your earlier blogsite on WordPress to your own Alignmentor website:)…”

      Like other organizations that we consult say in the beginning — “we do all the steps, only the documentation is missing ;-)”



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