CHAPTER 8

IT Service Management in the Real World

In this chapter, you will

•  Hear some real-world stories to illustrate important aspects that I covered earlier

•  Receive not only some specific guidance regarding how to tackle common challenges but also my recommended approach to specific, important service management projects

Real-World Stories

These stories are based on my experience over recent years; only the names have been changed to protect the innocent (or to keep me out of court!).

Fun with Finance

The terms fun and finance don’t always go together, but some of my experiences have tickled my sense of the absurd.

Internal Charging

Noncommercial organizations sometimes decide that they need to introduce an internal charging policy ...

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