on September 26, 2011
If you are in the services business, don't matter which sector, this is your Service Management foundations book. It covers everything you need to know about SM and points you to the knowledge sources you need to enhance your knowledge. A great lecture, straightforward and easy to understand.
on October 18, 2013
The book is too vague, it is not even a good information Technology reference guide. The sub notes are terrible; the reference it but it cannot back it up. i.e., "I heard it at a conference but was not able to find more information about it." I see the author has written other books, I'll stay away from them.
on December 20, 2014
This book is easily the best short introduction to the service view of business and service management I have read. The emphasis is on simple, brief explanations. Rob aims for 50 pages and somehow manages to pack everything into that short span.
Sections on Service, People, Practices and Things form the organising framework. Service is, as you would expect, the section that introduces service concepts. People is only five pages long, but it is worth buying the book for this short section alone. It says more in a short space than many heavy tomes and much more clearly.
Practices is the bulk of the book – about thirty pages. This is where Rob presents his summary of service activities as seven related domains or areas. The treatment is clear and concise and I found that I came away with a much better understanding, mainly because of the brevity which allows the reader to see the whole span of service planning and delivery in a short space of time.
The book is backed up by a website, www.basicsm.com, which offers more resources and useful links to in-depth material on service management.
I think Basic Service Management is a great way forward for anyone who is looking for a better way of thinking about their business, or who is familiar with service management in an IT context and wants to step out into Enterprise Service Management.