Compuware is offering a free eBook called "The Definitive Guide to Business Service Management," by Greg Shields. Marketed to IT Service Managers, the book is designed to give all levels of IT Service Managers methods to improve services. You will need to register before you can access it, and Chapter 1 is all that is available right now, but I think it will be worth the wait. I inquired about the publication date, but they never replied.
I checked out the first chapter, which I originally thought would read like a
grueling college text book, but instead I found it easy to apply to Outage Management and ITIL. It is a little grueling, but it does provide a well-written example. Take a look for yourself.
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» ITIL On The Down Side: ITIL Adopters Are On The Decline from HelpDeskNotes
Recently a big buzz started about all the ITIL hype. A study by BT INS raised some critical questions about whether or not ITIL practices are really living up to the promises of OCG. Questions were raised and one blogger... [Read More]
Tracked on: October 8, 2007 12:02 AM | Permalink to Trackback