3 of 3 people found the following review helpful
5.0 out of 5 stars
At last - a readable and pragmatic guide to Service Management, 19 April 2012
ITIL is already well documented in the five substantial core volumes and a seemingly infinite amount of complimentary guidance; amongst the biggest difficulties that face people who are relatively new to the topic are knowing where to start and how to use and interpret the guidance. This book not only provides a good (and very comprehensive) overview of the framework, but, more importantly, provides realistic guidance (and even some instruction) on what to do, when to do it and what sort of skills are required to do it properly.
It is all presented in a clear and easy-to-understand format and is written in a very readable style. Examples used in the book are realistic, relevant, well thought out and easy to understand. Reading ITIL books is not normally classed under "recreation and relaxation" but the reader will spend an enjoyable few hours with this book as well as learning a lot of useful ways to turn ITIL theory into "your business" practice. And you don't need to be a Dummy to find it useful; it is more than 20 years since I passed my first ITIL Service Manager's exam and I managed to find much that will be of use to me as I continue practice that which ITIL preaches.