Useful to work with, hard to read
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As a consultant in ITSM I have to read this book, but basically it is not readable like a novel or anything like this. It is typ of referenc when it comes to ITIL. And here we have nothing else of importance than this book. So I use it day to day to search for phrases, catching up specific topics of interesst and refresh on certain areas.
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Excellent guide to improving Levels of Service
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This book looks at ways IT service delivery can be improved and suggests methods and guidelines to follow with a view to setting a industry standard, the book covers many subjects including Service Level Management, helpdesk Procedures, Change management processes and promotes the act of Proactive customer support, ITIL is a standard that will help improve customer service across the IT industry well worth the money.
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United States | 
United Kingdom | 
Canada