PREFACE
We have written this book with the primary purpose of introducing the IT service management concepts in an easy-to-read style for those looking for more information about service management and how it can be used to improve IT performance in general and the delivery of services to customers in particular.
There are a number of service management ‘frameworks’; the two most popular being ITIL and COBIT. In addition, ISO/IEC 20000 offers an international service management standard against which organisations can choose to be audited. ITIL, COBIT and ISO/IEC 20000 offer one or more levels of qualification, the base level in each case being ‘Foundation.’ Someone looking to study and pass their Foundation level exam in any of these would ...
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