IT Service Management

Implementing the ITIL methodology requires a long-term commitment of both people and resources. This book explains the preliminary due diligence, planning, and execution required to effectively institute ITIL as a way of business life. It presents the benefits of using this framework and details how to prepare an organization for the opportunities and challenges that this commitment brings. Including sample timelines, the author discusses how to successfully identify processes currently in place, understand the role each process plays in the organization, and determine if a process is really necessary. The text concludes with methods to sustain progress through organizational and personal performance activities.