The Practical Guide To World-Class IT Service Management

“The Practical Guide to World-Class IT Service Management” by Kevin J. Smith

The book contains a set of 6 Core and 12 World-Class processes each of which is described in chapters that provide a proven and logical view of the element itself and why it is important to the organization, along with an adaptable process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and tips for success from high performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters to help the IT organization work better. This book has remained one of the best-selling books in IT since its initial release.

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