This unique guide is written by industry thought leaders giving the inside track on new practices that could radically change IT Service Management in the next few years.

IT Service Management Global Best Practices Volume 1 is written by leading experts from many countries (UK, Spain, Ireland, Italy, Taiwan, Australia, USA, Canada, Argentina, Brazil, Belgium, Netherlands, New Zealand, Israel) and contains over 40 chapters within the following disciplines:

• Trends, visions and analysis of ITSM market
• Governance
• Demand & portfolio & sourcing
• Awareness & implementation
• Organization
• Modeling
• Processes
• Standards & frameworks
• Metrics

The majority of the 40+ papers and topics were selected from over 100 excellent submissions by an independent Editorial Board. The resulting reference guide delivers unprecedented practical value for IT managers. It introduces cutting-edge thinking, shares new best practices developed in the field and provides a broad overview of significant and current IT service management issues. Containing the experience of those who have struggled with many of the more challenging problems, this 630 page title describes the breakthroughs and successes that could help readers resolve many similar issues. The refreshing approach of many is an independence of any specific framework: many case studies show practitioners selecting and using only the most relevant elements of the many offerings in the market-place. 

The book consists of 33 articles that are clustered in chapters. Articles contain 5000-8000 words and provide detailed and practical guidance on specific ITSM topics.

Each chapter contains a general introduction to the chapter topic and includes a short summary of each article. This makes it easy for the reader to browse through the book and find quickly the answers, examples, tips or checklists they are looking for.

A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks and thoroughly selected by a large board of experts, the contributions offer the best practical guidance on daily issues of the IT Manager.

Endorsements

“IT Service Management Best Practices books are very good and provide a great insight in the actual “hot” topics in ITSM and how this is handled. Having this available on a global level is a very good idea” - Hans Bestebreurtje, HP Invent

“This book’s refreshing approach details the expert experience of those who have struggled with many of today’s ITSM challenges. Compuware is pleased to take part in this exciting new book on ITSM best practices” - Steve Tack, Compuware

'It is great to have a book of tried and tested practices that work. Something that everybody can use. Nice also to see some attention is given to behaviour and culture'. –Paul Wilkinson, Director, GamingWorks BV