Effective IT Service Management (eBook, PDF)
To ITIL and Beyond!
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The author provides practical guidance on delivering and managing IT services in an effective and efficient manner by extending the ITIL approach to deliver proactive and pragmatic IT service management. His book offers over ten years of hands-on delivery experience gained from hundreds of real life implementations of the major ITSM solutions in the market today. It provides a candid look at the relative merits of currently accepted wisdom regarding the provision of IT services, using the principles of the IT Infrastructure Library (ITIL) guidance series. It describes IT service management pro...
The author provides practical guidance on delivering and managing IT services in an effective and efficient manner by extending the ITIL approach to deliver proactive and pragmatic IT service management. His book offers over ten years of hands-on delivery experience gained from hundreds of real life implementations of the major ITSM solutions in the market today. It provides a candid look at the relative merits of currently accepted wisdom regarding the provision of IT services, using the principles of the IT Infrastructure Library (ITIL) guidance series. It describes IT service management processes, their objectives, shortcomings, and how these issues can be addressed in real-life situations. In addition, it delivers a workable definition of what exactly an 'IT service' is and how it can be defined and used in practice. Overall, he gives an unbiased view of the discipline, its objectives, major processes, and their benefits and shortcomings.
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