Pragmatic Application of Service Management

Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas, the second edition of Pragmatic Application of Service Management – The Five Anchor Approach provides comprehensive guidance, instructive illustrations, and helpful tables to create an integrated system based on COBIT, ISO 20000, ITIL, and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function.