IT Service Management

Filled with first-hand practitioner insights in implementing ITIL(R) in a number of large organizations across industries, this book discusses the key challenges organizations experience as they try to leverage ITIL V3 to achieve desired transformations and approaches that they adopted to address those challenges. The text explains the key components needed to successfully implement, operate, and optimize ITIL service management. It includes implementation patterns, detailed plans for each of the patterns, and templates and checklists to facilitate the implementation of your transformational efforts.