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Pragmatic Application of Service Management

Pragmatic Application of Service Management, Second edition

SKU: 4802
Authors: Suzanne D. Van Hove and Mark Thomas
Publishers: ITGP
Format: PDF
ISBN13: 9781849288767
Published: 15 Dec 2016
Availability: In stock

This book:

  • Teaches you how to integrate COBIT® 5, ITIL®, ISO 20000 and CMMI®-SVC, combining the best from each approach.
  • Takes a practical view of ITSM, using tables, examples and short case studies to enable readers to apply the concepts quickly.
  • Is written by service management experts with years of real-life experience, ensuring sensible, practical and effective advice.
  • Is fully updated second edition.

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Price: 24,95 €

Create a more robust service management system using the best of ITIL®, ISO/IEC 20000-1, COBIT® and CMMI®-SVC.

Although ITIL’s popularity as a framework for IT service management (ITSM) continues to increase, a number of organisations have realised that its approach is sometimes not quite enough on its own. Many are already working towards compliance with ISO/IEC 20000-1 — the international standard for ITSM — but, with the likes of COBIT 5 and CMMI-SVC to consider as well, it can be difficult to determine the best route to take.

Until now, there has been little guidance on how to merge these frameworks in order to produce a robust enterprise philosophy for service delivery. Pragmatic Application of Service Management – The Five Anchor Approach provides that guidance.

Product overview

Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas, the second edition of Pragmatic Application of Service Management – The Five Anchor Approach provides comprehensive guidance on creating an integrated system based on COBIT 5, ISO 20000, ITIL and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function.

It now features a short chapter on applying the ‘five anchors’ approach to integrating service management frameworks in very small enterprises (VSEs), and contains four new ‘caselets’ (short case studies).

Packed with instructive illustrations, helpful tables and the authors’ very own five anchor approach, this book is ideal for anyone considering adopting, adapting or merging COBIT5, ISO/IEC 20000, ITIL and CMMI-SVC.

Better ITSM through integrated best practice

Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management – The Five Anchors Approach presents a holistic view of service management, and provides a unique mapping to assist service management practitioners in their information gathering.


  1. Why This Book
  2. COBIT, ISO/IEC 20000, ITIL and CMMI-SVC
  3. Addressing VSEs
  4. The Five Anchors
  5. Caselet #1 – Governance
  6. Caselet #2 – Resource Optimization
  7. Caselet #3 – Risk Management
  8. Caselet #4 – Achieve Business Outcomes
  9. Caselet #5 – Compliance & Improvement
  10. Caselet #6 - Strategic Alignment
  11. Caselet #7 – Security, Compliance & Risk
  12. Caselet #8 - Value-based Portfolio
  13. Caselet #9 – Strategy Choice & Market Conditions
  14. Caselet #10 – Plan & Use Resources
  15. Appendix A– The Map

ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Itil licensed by axelos
About the author

Dr Suzanne D. Van Hove

Dr Suzanne D. Van Hove is the founder and CEO of SED-IT, an international consortium of service management professionals. A recipient of the Industry Knowledge and Lifetime Achievement awards from itSMF USA, she is an advocate for professionalism within service management.

Mark Thomas

Mark Thomas is the founder and president of consulting firm Escoute Consulting. As a well-known ITIL and COBIT expert with over 20 years of professional experience, Mark’s background spans leadership roles from data centre CIO to management to IT consulting.

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