CHAPTER 1: YOU’RE NOT ALONE
Thank you for purchasing An Education in Service Management.
My name is David Barrow, and I’ve been working in IT service-related roles for 30 years. Over that time, I’ve seen IT shift from being in the basement to being a critical enablement function embedded into every organisation and our way of life globally and beyond.
The change has been staggering, but as someone who’s worked within the industry for a long time, I’ve seen ways of working, standards and legislation far outstripped by the evolution of IT.
How, why, where and when we use IT has come on in leaps and bounds. IT has blurred the lines between professional and personal, and our ability to interact, learn and be entertained can now all be achieved through ...