Effective IT Service Management / To ITIL and Beyond 

 - 1st 
 -  Springer,  2007 
 - 346 
<br/><br/> IT service management (ITSM) is the group of processes and functions that oil the wheels of the IT machine. An Introduction, A Brief History of ITIL, ITIL - Holy Grail or Poisoned Chalice, BS 15000/ ISO 20000 - Legitimising, Aligning IT with the Business, What Keeps Your CxO up at Night, ITSM - A Definition, The Service Part of ITSM, Defining Meaningful IT Services, The IT Service Catalogue/ Service Portfolio, ITSM Disciplines Explained, Self Service, Interaction Management, Request Management, Incident Management, Knowledge Management, Problem Management, Change Management, Asset Lifecycle Management/ Configuration Management, Service Level Management, Release Management, Index. 
<br/><br/><label>ISBN: </label>9783540731979