Thought Leadership Series

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

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

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

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 | €47,95 | Softcover | 2012 | 70pp