Pierre Bernard

We need a readable version of ITIL... for someone who needs easy-access to the information to benefit from it, this book will do more than enough to accomplish this goal.

In this book you'll find much of the templates, documents and examples needed to translate into practice an IT Service management initiative. Unlike most of the "best practices" theoretical bibliography, this is a practical guide to design services and managing them across the organisation. Luis F. Martínez, Director - G2, Gobierno y Gestión de TI This book takes a coaching and mentoring approach to helping Service Managers wrestle with the nebulous nature of IT Services. Jason Zalmanowitz, Consultant and Project Manager, Service Management Art