Rob Addy

Effective IT Service Management (eBook, PDF)

To ITIL and Beyond!

• Format: PDF

Produktbeschreibung

The author provides practical guidance on delivering and managing IT services in an effective and efficient manner by extending the ITIL approach to deliver proactive and pragmatic IT service management. His book offers over ten years of hands-on delivery experience gained from hundreds of real life implementations of the major ITSM solutions in the market today. It provides a candid look at the relative merits of currently accepted wisdom regarding the provision of IT services, using the principles of the IT Infrastructure Library (ITIL) guidance series. It describes IT service management processes, their objectives, shortcomings, and how these issues can be addressed in real-life situations. In addition, it delivers a workable definition of what exactly an 'IT service' is and how it can be defined and used in practice. Overall, he gives an unbiased view of the discipline, its objectives, major processes, and their benefits and shortcomings.

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Produktdetails

• Verlag: Springer Berlin Heidelberg
• Seitenzahl: 342
• Erscheinungstermin: 30. August 2007
• Englisch
• ISBN-13: 9783540731986
• Artikelnr.: 37368989

Autorenporträt

Rob Addy is an ITSM professional with over a decade of hands-on experience in the field. He has worked for many of the biggest names in the industry in a variety of roles in the UK and the US. From application development and support, to direct solution implementations, to product management and marketing, to consulting management and technical sales, Rob has gained insight into the ITSM world from many angles. This 360-degree view of the market enables him to balance real-life scenarios, customer requirements, best-practice processes, and technical solution capabilities and limitations to give a unique, pragmatic approach to improving IT services. Prior to joining the IT industry, Rob worked as a quality manager within the risk management, service, and manufacturing sectors, and managed several projects to gain and maintain certification to ISO 9000.