Executive guide to service management

Abstract
Current approaches to delivery of advanced IT services for distributed, global organizations are not working. Many IT departments are heading for a disaster in which their relationship with the business may collapse. A more powerful approach is needed; one that represents a significant change from past practices.

Service management represents that combination of improvements in people, processes and management infrastructure that is needed to cope with the true complexity of what we are trying to build with today’s distributed systems comprised of legacy, client/server and Internet/intranet technologies.

Author James Herman

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