Practical IT Service Management: A Concise Guide for Busy Executives

CHAPTER 2: ITIL SERVICE MANAGEMENT PRACTICES

‘Call them rules or call them limits, good ones, I believe, have this in common: They serve reasonable purposes; they are practical and within a child's capability; they are consistent; and they are an expression of loving concern.’

Fred Rogers

 

This book explains IT service management based on the principles of ITIL and shows how you can implement or interpret them in a practical manner. It covers the essential processes of both ITIL Version 2 and ITIL Version 3. As an IT manager involved in practical technical aspects, this chapter may seem like a collection of dull processes raising doubts on how you can use actually use them in the real world. But as you read through this book, you will soon realise ...