Pragmatic Application of Service Management

<p><strong>Create a more robust service management system using the best of ITIL<sup>®</sup> ISO/IEC 20000-1 COBIT<sup>®</sup> and CMMI<sup>®</sup>-SVC.</strong></p><p></p><p>Although ITIL's popularity as a framework for IT service management (ITSM) continues to increase a number of organizations have realized that its approach is sometimes not quite enough on its own. Many are already working towards compliance with ISO/IEC 20000-1 - the international standard for ITSM - but with the likes of COBIT and CMMI-SVC to consider as well it can be difficult to determine the best route to take. Guidance is now here.</p><p></p><p><strong>New in the second edition</strong></p><p></p><p>Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas the second edition of<em> Pragmatic Application of Service Management - The Five Anchor Approach</em> provides comprehensive guidance instructive illustrations and helpful tables to create an integrated system based on COBIT ISO/IEC 20000 ITIL and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance and quickly improve their ITSM function.</p><p></p><p><em>Pragmatic Application of Service Management</em> now features a short chapter on applying the Five Anchors Approach to integrating service management frameworks in very small enterprises (VSEs) and contains five new 'caselets' (short case studies).</p><p></p><p><strong>About the authorsDr Suzanne D. Van Hove</strong> is the founder and CEO of SED-IT an international consortium of service management professionals. A recipient of the Industry Knowledge and Lifetime Achievement awards from itSMF USA she is an advocate for professionalism within service management.</p><p></p><p><strong>Mark Thomas </strong>is the founder and president of consulting firm Escoute Consulting. As a well-known ITIL and COBIT expert with over 20 years of professional experience Mark's background spans leadership roles from data centre CIO to management to IT consulting.</p><p>ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.</p>