Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM

This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is i

Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic gui

The traditional IT operating model of delivering IT to the business in the form of bundled capabilities and assets is now wearing thin in an age of cloud comput

The chapters will guide you through key information about various methods, best practices, frameworks that form the foundation for a service management capabili