Introduction to Real ITSM

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Lulu.com, Sep 10, 2008 - Computer networks - 124 pages
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This book is for those who work in Information Technology (IT) and for those who have IT done to them. Service Management is all the rage in IT at the moment, hence "ITSM". The leading description of ITSM is ITILĀ®. This book is not about ITIL. Really. Real ITSMā¢ is a tongue-in-cheek satirical look at what the real-life practices might be, as compared to the idealised models in frameworks like ITIL or COBIT or ISO20000 or ... "[My wife] read the introduction and said it was the first IT book that held her interest past page two" Change Manager, postal service"I experienced numerous moments of amusement, humor and outright hilarity, which made reading this book at my desk during work hours a bit difficult." Bob GrinsellFor more on Real ITSM (and more samples from the book!) come to the Real ITSM website.
 

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Careful - only funny for those who work in or are a customer of IT. That means just about everybody, but only a true IT geek will understand and enjoy some of the biting humor Rob has cobbled together in this pamphlet.

Contents

Introduction
1
Service Reaction
25
Service Demand
37
Service Taming
47
Service Nursing
57
Continual Service Assessment
71
Real ITSM Activities
75
Real ITSM Roles
91
Real ITSM Metrics
98
Sample Exam Questions
103
Bibliography
109
Index
111
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