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.
Hi there. I'm guessing - and of course hoping - that a few of you reading this are new to the IT Skeptic blog, led here by my presenting at TFT14 online virtual conference or PINK14 real conference. If so, welcome, haere mai! (I'm a Kiwi)
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.