Effective IT Service Management: To ITIL and Beyond!
Publisher: Springer | ISBN: 3540731970 | edition 2007 | PDF | 364 pages | 3,7 mb
Rob Addy provides IT service managers and professionals with 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 is 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 related to service delivery and service support (as well as other non-ITIL areas), 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.