The Practical Guide To World-Class IT Service Management

I have been a software development project manager for 15+ years. My new role as Operations Manager finds me lacking somewhat in ITSM knowledge. This book has provided an excellent strategic overview of ITSM, what it involves, what one should be thinking about as you and your team, and in fact your entire organization, move towards providing world class ITSM.It is an easy read. It does not dig into technical details of specific platforms and tools. Rather, it provides insight into potential implementation strategies, and how ITSM can benefit your organization.

I just started working at an IT staffing firm so I am familiar with the IT world but I wanted to learn more. I started typing IT Service and this book was suggested so I checked it out and decided to order it; I purchased the hardback version. This book is exactly what I was looking for. It was clearly written by someone very knowledgeable but it was written in a way where you can easily learn about such a crucial part of the IT world. I also loved the cover and I find the book very aesthetically pleasing...perfect if you're going to judge a book by it's cover ;) The font is also a perfect size for reading. This book was made with some serious TLC and I highly recommend it for anyone who's even remotely connected to the IT world.

I highly recommend anyone who is interested in Service Management to read this book. Whether you are a Service Management expert or novice, this book has value for all. It is a real world, hands on book that is easy to digest and as the name suggests - practical. Kevin's focus on the "core 6 and world- class 12" will help any Service Management professional looking for a place to start and guidance for those that might be lost in midstream, struggling where to go next. . This is a well rounded book that ties Service Management to other areas IT needs to be concerned with - being aligned to needs of the business, your customers, the internet of things and the consumerization of IT. Since finishing the book, I find myself going back to sections for refresher purposes or to get a different, deeper insight.A MUST READ for anyone in the service management industry.

Very informative and up to date