The Practical Guide To World-Class IT Service Management

The Practical Guide To World-Class IT Service Management

by Kevin J Smith


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The Practical Guide To World-Class IT Service Management by Kevin J Smith

Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM! This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice-plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.

Product Details

ISBN-13: 9780578188973
Publisher: The Anima Group
Publication date: 12/31/1969
Pages: 460
Sales rank: 1,142,431
Product dimensions: 6.00(w) x 9.00(h) x 1.02(d)

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The Practical Guide To World-Class IT Service Management 5 out of 5 based on 0 ratings. 1 reviews.
ITRecruiter More than 1 year ago
For a living, I work as a technical recruiter. One thing I have learned is that a lot of people (I would say most) who are in the technical word, don't just do their job for a living, but because it is a passion. I looks at hundreds of resumes in a day and every single time someone does any kind of work even remotely related to ITSM, I tell them about this book. It incredibly well done and not some boring textbook. I would never recommend it if I did not believe in it's material because that would make me look bad and I am dealing with some pretty smart people! I cannot see any reason why someone who has any relation to the technical world, would not buy this book!