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Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition by Mark Thomas, Suzanne Van Hove

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CHAPTER 1: WHY THIS BOOK

As independent consultants, we are constantly asked the same set of questions:

 

  • “Aren’t these frameworks for big companies only?”
  • “Where do we start? What do we have to do?”
  • “What do we measure?”
  • “Is there a difference between ‘prescriptive’ and ‘suggestive’ when it comes to frameworks?”
  • “Isn’t ITIL (insert any other service management framework/standard/methodology3) better than COBIT (insert any other service management framework)?”
  • “ITIL (insert any other service management framework) doesn’t work. What else ya got?”
  • “If we use multiple frameworks, how do we fit them together?”

 

What consistently surprises us is the prevalent “one service management body of knowledge is better than the others” debate. The service ...

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