Product Description
British Computer Society review: "10 out of 10 ... a gem of a book"
This book is essential reading for all decision makers (IT-literate or not) who are presented with an ITIL® proposal or asked to oversee an ITIL project, or who find something called “ITIL” or “Service Management” in their budget. It tells you what the ITIL industry won’t.
For everyone else involved in ITIL projects, read this book to help you stay grounded and safe.
Every IT department in the world is at least pondering ITIL. As the ITIL projects proliferate, this book is for the executives who must fund them or manage them, and for those who ask those executives for money. The book explains, in lay-manager’s terms, what ITIL is. It reveals what ITIL is good for, what it is bad at, what to expect from it. It describes how to ensure an ITIL project succeeds, what to look for in the business case, and how to measure the results.
It does these things in business terms, written by an independent and critical observer. Read the book to get an understanding of ITIL and a context for the recommendations.
Or just read the 101 recommendations which have been picked out for your convenience.
The busiest managers can use the four checklists at the back as ITIL survival tools.
This book is essential reading for all decision makers (IT-literate or not) who are presented with an ITIL® proposal or asked to oversee an ITIL project, or who find something called “ITIL” or “Service Management” in their budget. It tells you what the ITIL industry won’t.
For everyone else involved in ITIL projects, read this book to help you stay grounded and safe.
Every IT department in the world is at least pondering ITIL. As the ITIL projects proliferate, this book is for the executives who must fund them or manage them, and for those who ask those executives for money. The book explains, in lay-manager’s terms, what ITIL is. It reveals what ITIL is good for, what it is bad at, what to expect from it. It describes how to ensure an ITIL project succeeds, what to look for in the business case, and how to measure the results.
It does these things in business terms, written by an independent and critical observer. Read the book to get an understanding of ITIL and a context for the recommendations.
Or just read the 101 recommendations which have been picked out for your convenience.
The busiest managers can use the four checklists at the back as ITIL survival tools.
