Effective IT Service Management: To ITIL and Beyond!

Rob Addy

ISBN 10: 3540731970 / ISBN 13: 9783540731979

Published by Springer 03/09/2007, 2007

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Synopsis:

This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the IT Infrastructure Library approach. It provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services. The book identifies strengths as well as shortcomings in the accepted status quo, presenting an unbiased view of current methodologies and products.

About the Author: Rob Addy is an ITSM professional with over a decade of hands-on experience in the field. He has worked for many of the biggest names in the industry in a variety of roles in the UK and the US. From application development and support, to direct solution implementations, to product management and marketing, to consulting management and technical sales, Rob has gained insight into the ITSM world from many angles. This 360-degree view of the market enables him to balance real-life scenarios, customer requirements, best-practice processes, and technical solution capabilities and limitations to give a unique, pragmatic approach to improving IT services. Prior to joining the IT industry, Rob worked as a quality manager within the risk management, service, and manufacturing sectors, and managed several projects to gain and maintain certification to ISO 9000.

Bibliographic Details

Title: Effective IT Service Management: To ITIL and...
Publisher: Springer 03/09/2007
Publication Date: 2007
Binding: Hardcover
Condition: Very Good