A Practical Guide to Service Management

Preface

After more than 80 years’ combined experience and involvement in IT, including over 50 years directly engaged in educating and helping customers implement service management disciplines, we felt we could share our knowledge and experience in a broader context. Thus, this book was developed to communicate key elements of a formal service management capability.

Within the content of this book, the reader will be introduced to the various methods, frameworks, and standards characterized by best practices for service management. From 1972 to the present, IT and service management have continued to evolve but the basic tenets of delivering and supporting services have remained constant. Customers define what is valuable and determine what ...