IT Service Management : An Introduction, Based on ISO 20000 and ITIL V3

In recent years, IT Service Management has developed into a field in its own right. Organizations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are now essential to their survival.

This Introduction to IT Service Management, published by itSMF-I, is based on the latest edition of the ITIL books Version 3 and is intended to serve as: * A thorough and convenient introduction to the field of IT Service Management and a selection of the V3 core books in the IT Infrastructure Library (ITIL). * A guide to the specific processes relating to ITIL V3 and Service Management practices in general. * A guide to all the major frameworks found within this specific industry