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Ten Steps to ITSM Success by Timothy Rogers, Angelo Esposito

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INTRODUCTION

You’re probably asking yourself, “Why another book on ITSM?” The question is legitimate. A cursory glance at the IT Governance bookshelf will reveal a wealth of material on ITSM and its accompanying framework, ITIL®.

We undertook the challenge of writing this book because, while there is a plethora of material about the underlying mechanics of ITSM, we found very little advice on how to implement ITSM best practices to achieve an organization’s business objectives.

The official ITIL® volumes do an excellent job of explaining what service management is, how the various processes should work and fit together, and why IT shops are wise to adopt the practice. However, the books are notoriously vague on how to design and implement a working ...

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