Praise for Service Intelligence

“Sharon Taylor has earned the respect of the service management industry for her willingness to stretch the boundaries of conventional wisdom, for example, by extending the principles of service management through to the full service lifecycle.”

—Ian Head, Research Director, Service Management and Process Improvement, Gartner Inc.

“This book is a really practical, broad-based, and friendly explanation of why service management is so important for delivering better service faster and at lower cost. It is written by an expert with international status, who has personally shaped the way the service management industry operates.

—Jenny Dugmore, Director of Service Matters and Chair of the ISO/IEC 20000 Series Committee ...

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