Effective IT Service Management: To ITIL and Beyond! / Edition 1

Hardcover (Print)
Buy New
Buy New from BN.com
$58.06
Buy Used
Buy Used from BN.com
$52.94
(Save 41%)
Item is in good condition but packaging may have signs of shelf wear/aging or torn packaging.
Condition: Used – Good details
Used and New from Other Sellers
Used and New from Other Sellers
from $28.40
Usually ships in 1-2 business days
(Save 68%)
Other sellers (Hardcover)
  • All (10) from $28.40   
  • New (4) from $72.55   
  • Used (6) from $28.40   

Overview

This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the IT Infrastructure Library approach. It provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services. The book identifies strengths as well as shortcomings in the accepted status quo, presenting an unbiased view of current methodologies and products.

Read More Show Less

Editorial Reviews

From the Publisher
From the reviews:

"By identifying and clarifying ambiguities within the ITIL framework, Rob distinguishes himself from the Kool-Aid peddlers and proves that he is a real contributor to the wider ITSM debate." - Charles Betz, Author "Architecture and Patterns for IT Service Management, Resource Planning, and Governance: Making Shoes for the Cobbler's Children"

"A practical and informative guide that explains and expands upon ITIL theory."
"The book extends traditional theory with practical experience to make ITIL even more valuable and pertinent."
"Nobody writes ITSM like Rob. Maybe that's a good thing... But maybe that's why I like it." - Sven Strassburg, Head of Worldwide Sales Technology Office, IBM Tivoli

"Going beyond best practice is the only way to gain competitive advantage. This book will help you do just that."
"An excellent resource for new and experienced ITSM practitioners and their customers alike." - Danny Kellett, Principal ITSM Consultant, BMC Software

"An invaluable reference for anyone working in the IT industry."
"A handy volume that consolidates ITIL theory and distils it into a readily accessible form."
"This book provides an invaluable foundation upon which any ITSM professional can build." - Brian Bell, Senior Vice President Worldwide Product Management, CA

"Rob is a highly skilled ITSM professional that has worked for some of the biggest and best companies in the world. This book allows everyone to benefit from his experiences and common sense approach." - Dick Cahill, Worldwide VP of Sales, IBM Tivoli

"A pragmatic and comprehensive reference for anyone involved with the delivery and support of IT services." - James Rogers, Chief Marketing Officer, Troux Technologies

"The Information Technology Infrastructure Library (ITIL) is a wide-ranging framework, and its theoretical nature makes it a challenging methodology to adopt in an effective manner. This book aims to help users who want to benefit from ITIL, by providing both an introduction and practical pointers based on the author’s experience with the methodology. … Overall, having all of this information in one place will benefit readers." (Riemer Brouwer, ACM Computing Reviews, October, 2009)

Read More Show Less

Product Details

  • ISBN-13: 9783540731979
  • Publisher: Springer Berlin Heidelberg
  • Publication date: 10/12/2007
  • Edition description: 2007
  • Edition number: 1
  • Pages: 342
  • Sales rank: 1,171,954
  • Product dimensions: 0.88 (w) x 6.14 (h) x 9.21 (d)

Meet the Author

Rob Addy is an ITSM professional with over a decade of hands-on experience in the field. He has worked for many of the biggest names in the industry in a variety of roles in the UK and the US. From application development and support, to direct solution implementations, to product management and marketing, to consulting management and technical sales, Rob has gained insight into the ITSM world from many angles. This 360-degree view of the market enables him to balance real-life scenarios, customer requirements, best-practice processes, and technical solution capabilities and limitations to give a unique, pragmatic approach to improving IT services. Prior to joining the IT industry, Rob worked as a quality manager within the risk management, service, and manufacturing sectors, and managed several projects to gain and maintain certification to ISO 9000.

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)