Filled with first-hand practitioner insights in implementing ITIL in a number of large organizations across industries, this book discusses the key challenges organizations experience as they try to leverage ITIL V3 to achieve desired transformations and approaches that they adopted to address those challenges. The author explains key components necessary to successfully implement, operate, and optimize ITIL service management. He presents implementation patterns and detailed plans for each of the patterns and includes templates and checklists he developed to facilitate implementation of such transformational efforts.
ISBN-10: 1420089390
ISBN-13: 978-1420089394
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