It Service Management: An Introduction [Paperback]

Jan Van Bon (Author), Dick Pondman (Author), George Kemmerling (Author)

Book Description

ISBN-10: 9080671347 | ISBN-13: 978-9080671348 | Publication Date: September 1, 2002

In recent years, IT service management has developed into a field in its own right, with organizations 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 essential to their survival. IT Service Management provides a thorough introduction to the field, as well as an introduction to the books in the IT infrastructure library, and preparation materials for the Foundation Certificate exam on IT service management. Based on the latest edition of the ITIL books on service support and service delivery, the text encourages discussion and comparison of best practices based on IT managers' own experiences.

Editorial Reviews

From the Publisher

This book is now superceded. ISBN 9077212582 is the most recent up to date version. The following langauge versions are available: 9080671320 (Dutch) 9077212183 (Spanish), 907721223X (Japanese), 9077212396 (German), 9077212159 (Russian), 9077212450 (French), 9077212426 (Chinese)

About the Author

Jan van Bon, one of the founders of the IT Service Management Forum in the Netherlands, is chief editor of ITSMF publications, and currently manages the only Internet portal on IT Service Management, ITSM PORTAL.

Product Details

• Paperback: 217 pages
• Publisher: Van Haren Publishing (September 1, 2002)
• Language: English
• ISBN-10: 9080671347
• ISBN-13: 978-9080671348
• Product Dimensions: 9.5 x 6.8 x 0.6 inches
• Shipping Weight: 1.1 pounds
• Average Customer Review: 5.0 out of 5 stars  See all reviews (4 customer reviews)
• Amazon Best Sellers Rank: #1,161,533 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

33 of 34 people found the following review helpful:

5.0 out of 5 stars A landmark book for IT service support and delivery, October 12, 2002

By 

Mike Tarrani "www.tarrani.com" (Deltona, FL USA) - See all my reviews
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Amazon Verified Purchase

This review is from: It Service Management: An Introduction (Paperback)

This is an important book for a number of reasons. First, it introduces the key concepts of the ITIL (IT Infrastructure Library) at a cost that is dramatically less than ITIL publications. Second, it provides a highly structured framework for both service support and service delivery that is consistent with the IT Service Management Forum (itSMF), which is an international organization that supports and promotes service management as a profession and discipline.

Highlights of this book include the clear definition and key elements of both service support (incident, problem, configuration, change and release management, and service desk operations), and service delivery (service level management, IT services cost management, capacity, availability, security and service continuity management operations).

What I like is the fact that this book breaks free of the ITIL document pricing structure, which in my opinion has hampered promoting and disseminating the excellent knowledge and techniques embodied in the ITIL. It also gives service support and delivery professionals a common vocabulary, defined definitions and an internationally proven approach.

This book is among the best I've read in 2002, and certainly among the most important books published this year for IT operations and infrastructure professionals.

5.0 out of 5 stars Excellent overview of ITIL v2, July 31, 2007

By 

C. Maurice - See all my reviews
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This review is from: It Service Management: An Introduction (Paperback)

This has been invaluable as a tool for learning about and teaching about ITIL. I have shared it with, and recommended it to, many colleagues and clients. I hope the authors are preparing an update for ITIL v3

36 of 38 people found the following review helpful:

5.0 out of 5 stars Detailed guidance for service management, October 27, 2002

By 

Linda Zarate "IT Ops Consultant" (Azusa, CA United States) - See all my reviews

This review is from: It Service Management: An Introduction (Paperback)

This is a milestone in IT service management literature because as stated by others it makes the ITIL/iSMF approach available to a wider audience that it has previously reached.

What I like about this book is the way each service support and service delivery process is carefully diagrammed using flow charts, and thoroughly described. Using this book alone you can develop processes and procedures that are consistent with both the ITIL and iSMF. That, to me, makes this book worth many times its price because it shows what service management is and how to implement it.

If you're a consultant who specializes in IT service management this book is essential. If you're an IT manager or CIO who is exploring the best way to implement service management this book gives best and proven practices, and provides a framework for each process area. This book is also ideal for anyone involved in IT organization or reengineering, and in my opinion should be read by all IT professionals.