This book is about how to run services, in any organisation, in any industry. It describes the basics, the core stuff, in realistic pragmatic terms. And it is pragmatically brief - we kept it to 50 paperback pages.
I wish I had a deep psychological understanding of people's fear of internet openness. It is so often seen as creepy and privacy-violating. I see this reaction as paranoia and superstition. I don't get it. We're gonna have to come to terms with it. Normally I'm the Luddite but I'm not part of the openness backlash.
I want to call out a key issue I see over and over again in organisations' planning of their ITSM improvement (known as Continual Service Improvement or CSI - nothing to do with police forensics). An ITIL process is not a unit of work.
Here is an important book: Governance of IT, by Alison Holt. Everyone in any role of authority in IT should read it, and anyone else would benefit from a better understanding of governance as well - it is a horrendously misunderstood and misused term.
Better still, everyone in executive management or governance of any organisation should read it. Well I can dream.