The Practical Guide To World-Class IT Service Management
When I was asked to move into a new role, setting up a new Enterprise Service Management capability in my firm, this is the book that I used to ensure that I had a solid foundation in Service Management. While this is only ITIL v3, and therefore missing the newer thinking available in v4, this book gives a good grounding in the core elements of Service Management, which I used to help build a strong team and significantly turn around failing operations teams and restore internal IT’s reputation.
This was good for me, coming from a technical background, less familiar with this space, and somewhat reluctant to read through some of the very dry textbooks in this space.
