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Ten Steps to ITSM Success by Timothy Rogers, Angelo Esposito

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FOREWORD

Every Service Management “adapt and adopt” initiative teaches some very hard lessons. Those who have read the books (or passed an ITIL® Foundation course) and think, “Ah! This will be easy!” soon learn the books are references and the need to read the “whitespace” is imperative. The “how to” is often hidden in the guidance, if only due to the endless variables any organization’s culture presents. Finding a Service Manager with quality experience gained from success and failure is invaluable to any service improvement initiative. With today’s limited or reducing budgets and an economy that demands fiscal responsibility, there is very little room for “learn as you go” approaches, or support for contagious enthusiasm without beneficial ...

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