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Why Read This Book?
Illuminating Your Vulnerabilities
Capitalizing on Your Strengths
ITSM—In Good Company
Chapter 1 ITSM 101: From Data to Wisdom
IT Compliance and Audit
ITIL Service Management Practices
Maturing ITSM practices
Chapter 2 ITSM: The Business Asset
IT Governance—What to Look For
IT Compliance and Audit—Reasons to Have It
IT Service Practices
Chapter 3 The Service
The Anatomy of a Service—Building the Services You Want
We’ll Have What They’re Having, Please!
The Service Agreement
Chapter 4 The IT Service Provider
Types of ITSP
What Should ...