This book is intended for true practitioners. While it does reference general theory, the majority of the book is steeped in genuine, real-world solutions for the problems most often encountered in business. I highly recommend this book.
This is an excellent, organized and clearly written planning document for setting up an ITSM Organization. As an IT professional in the business for 34 years with multiple CIO positions on his resume, I highly recommend this book as a practical guide to ITSM implementation or remediation.
From my own experience in recent years, this is an excellent source of information and wisdom for anyone who is now, or will soon be starting an effort to build an ITSM program or Service Management Office (SMO). The authors make practical recommendations for those things that the ITSM practitioner must do, they note where the pitfalls are and they provide actionable examples for making their "ten steps to success" actually work. It's an easy read and filled with a great deal of advice from practitioners who know IT Service Management.
This is the book I've been waiting for. Finally a book with practical steps to enterprise IT transformation. There is no "fluff" in this book. This book gets down to business right away from the first page. I highly recommend!