Pragmatic Application of Service Management

Pragmatic Application of IT Service Management
  • Buy this book to learn how to integrate COBIT®5, ITIL® and ISO/IEC 20000, combining the best from each approach
  • Takes a practical view, using tables, examples and short case studies to enable readers to apply the concepts quickly
  • Written by acknowledged service management experts with years of real-life experience, ensuring sensible, practical and effective advice. Get started today.
Ready to order
Sub Total: 0,00 € (EUR)

American Express is only available to customers paying in Euros or NOK. We do not yet accept American express for Kuna.

Other payment options available


Better service management from integrated best practice

As ITIL® becomes more popular as a framework for IT Service Management (ITSM), a number of organisations have realised that this approach is not always enough on its own. Many are already working towards compliance with ISO/IEC 20000 – the International Standard for IT Service Management, or applying the COBIT®5, framework. Until now, there has been little guidance on how to merge these approaches to produce a robust enterprise philosophy for service delivery.

Practical guidance for merging COBIT®5, ISO/IEC 20000 and ITIL

Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management presents a holistic view of service management and provides a unique mapping to assist service management practitioners in their information gathering. It is a practical book with packed with instructive illustrations and helpful tables, enabling service managers to immediately adapt and deploy the guidance and quickly improve their ITSM function. Through mini case studies, the authors apply their unique Five Anchor Approach to demonstrate how the improvement aspects of COBIT®5, ISO/IEC 20000 and ITIL can help identify and deal with common problems faced by today’s organisations.


1. Why This Book;
2. COBIT, ISO/IEC 20000 and ITIL;
3. The Five Anchors;
4. Caselet #1 - Governance;
5. Caselet #2 - Resource Optimization;
6. Caselet #3 - Risk Management;
7. Caselet #4 - Achieve Business Outcomes;
8. Caselet #5 - Compliance and Improvement;
Appendix - The Map.

About the Authors

Dr Suzanne D. Van Hove is the founder and CEO of SED-IT. A prior Board member of itSMF USA and recipient of the Industry Knowledge Award as well as Lifetime Achievement, she is an advocate for professionalism within Service Management.

Mark Thomas is the founder and President of Escoute, LLC, an IT Governance consultant as well as the previous President of the itSMF USA Kansas City LIG and COBIT® SIG. As a well-known ITIL and COBIT® expert with over 20 years of professional experience, Mark’s background spans leadership roles from datacenter CIO to Management and IT Consulting. Mark has led large teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for major project teams and managed enterprise applications implementations across multiple industries.

A practical book packed with instructive illustrations; buy this guide and start improving your ITSM function.

This product is accredited by AXELOS, the licensors of official ITIL products.

ITIL is a Registered Trade Mark of AXELOS Limited.


Product Rating: (4,50)   # of Ratings: 2   (Only registered customers can rate)

(Only registered customers can rate)

1 - Terrible
2 - Bad
3 - OK
4 - Good
5 - Great
0% 50% 100%

Sort: New to Old RE-SORT COMMENTS:

Showing comments 1-2 of 2
1. David Hartman on 20.10.2015, said:

“Short, Sweet and to the Point - Just starting off in management consulting I often found it difficult to figure out how several massive frameworks combine to resolve what seemed to be a small problem. This book using the five anchor approach cuts through a lot of the complexity of doing so. The book is very upfront and direct with the concepts, no fluff. I will definitely be caring this on me throughout my IT Service Management engagement.”
Was this comment helpful? yes no   (0 people found this comment helpful, 0 did not)
2. Ann on 11.08.2014, said:

I have been reading this over the past several weeks and there is a great wealth of information…Having the three approaches addressed has been a big help to me as I review my current projects, which gives me additional items to consider as we are now going through the design. I highly recommend that you pick up a copy.
Was this comment helpful? yes no   (0 people found this comment helpful, 0 did not)
Showing comments 1-2 of 2

Thought Leadership Series
Thought Leadership Series
Agile Governance and Audit - An overview for auditors and Agile teams
Agile Governance and Audit
Implementing Service and Support Management Processes - a Practical Guide
Implementing Service and Support Management Processes - a Practical Guide
An SLA Template and How to Use it (PDF)
An SLA Template and How to Use it (PDF)