IT Service Management: An Introduction
by Jan van Bon
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Book Summary Information
Author: Jan van BonEdition: Paperback
Audio: English (Original Language); English (Unknown); English (Published)
Published: 2005-04-30
ISBN: 9077212280
Number of pages: 240
Publisher: Van Haren Publishing
Book Reviews of IT Service Management: An Introduction
Book Review: A landmark book for IT service support and delivery
Summary: 5 Stars
This is an important book for a number of reasons. First, it introduces the key concepts of the ITIL (IT Infrastructure Library) at a cost that is dramatically less than ITIL publications. Second, it provides a highly structured framework for both service support and service delivery that is consistent with the IT Service Management Forum (itSMF), which is an international organization that supports and promotes service management as a profession and discipline.Highlights of this book include the clear definition and key elements of both service support (incident, problem, configuration, change and release management, and service desk operations), and service delivery (service level management, IT services cost management, capacity, availability, security and service continuity management operations).
What I like is the fact that this book breaks free of the ITIL document pricing structure, which in my opinion has hampered promoting and disseminating the excellent knowledge and techniques embodied in the ITIL, particularly to US readers like myself. It also gives service support and delivery professionals a common vocabulary, defined definitions and an internationally proven approach.
This book is among the best I've read in 2002, and certainly among the most important books published this year for IT operations and infrastructure professionals.
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