PREFACE
Practical IT Service Management is a concise guide to implementing a professional, technical service management structure in your organisation, based on the international best practice framework ITIL® (Information Technology Infrastructure Library®). This framework is globally the most widely accepted approach to technical service management, and is developed based on input from several public and private sector organisations. This book explains the fundamentals of the latest ITIL 2011 version and its implementation in an easy, self-study approach for all technical and business staff in your organisation. The entire book is written in a question and answer format for easy comprehension and speedy reading. Each chapter covers just one ...
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