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Co-published by ITGP and itSMF USA, the Thought Leadership Series is a collection of titles that will improve access to the global ITSM best practice knowledge base. The series will:
- Cover the whole range of IT Service Management
- Deliver up-to-date advice from highly experienced ITSM practitioners
- Draw practical lessons from real-world ITSM
- Focus on the practice of ITIL and ITSM
Books in this series:
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It’s All About Relationships – What ITIL® doesn’t tell you
S. D. Van Hove, Ed.D. and Kathy S. Mills, MA/OD
As more companies begin an adopt/adapt initiative based on ITIL guidance, they quickly realize that looking at single processes in isolation is not enough. To benefit fully from the framework, companies have to look at the relationships between processes, understanding upstream and downstream impacts. However, advice on using this approach has not been readily available … until now.
9781849284844 | €34,95 | Softcover | 2013 | 178pp
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Managing in a Service-Focused World – I, team, stewards and marketplace
Roger K. Williams
The author adapts tried and trusted principles of IT service management (ITSM) into a framework for personal and professional development. He treats management as a service, presenting the idea that the effectiveness of a manager is best judged by the views of the key stakeholders: the manager themselves, their team, their leaders and their customers.
9781849286848 | €34.95 | Paperback | 2014 | 168pp
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Ten Steps to ITSM Success
Angelo Esposito and Timothy Rogers
The official ITIL® volumes explain what service management is, how the processes work and fit together, and why IT departments should adopt the practice. But unlike most titles on ITSM, this practical guide is written to show IT service managers how to put the theory into practice.
9781849284561 | €40,95 | Softcover | 2013 | 264pp
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The Definitive Guide to IT Service Metrics
Kurt McWhirter and Ted Gaughan
Measuring success is crucial, but how do we do it? How can we be sure that the IT services we offer are adding real value to our business? Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole.
9781849284059 | €45,95 | Softcover | 2012 | 316pp
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