"World Class IT Service Delivery" is a distillation of best practices in IT service delivery. It demonstrates the factors that enable organisations to achieve world class standards and the competitive advantage that this brings. The book not only covers what is required to reach these standards and how to achieve certification, but also explains what the results should look like and how your organisation may be missing out. It offers a shortcut to selling services more profitably whilst achieving results more quickly. This book is for IT managers, executives and consultants who need to raise their service standards or are contemplating offshoring their IT. It supports the ISEB service management certificate and is of core interest to those taking IT service management courses. --“A mindset for how IT should engage with business” (Information Age).