The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management

IT organizations increasingly recognize the need to design, redesign or reengineer, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library® (ITIL®) Control Objectives for IT (COBIT®), Microsoft® Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide closes the knowledge gap by providing detailed guidance on asse...