This text enables IT managers to create a detailed and practical SLM strategy and shows them how to implement it in their organizations.

Note: This book is available in several languages: Dutch, English, French, Spanish. Foundations of ITIL and its predecessors have become the industry classic gu

The most authoritative guide to preparing for the ITIL(R) V3 Foundation Certificate in IT Service Management. It includes an extensive range of practice questio

Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular bo

Features coverage of the service systems lifecycle, including service marketing, engineering, delivery, quality control, management, and sustainment Featuring a