Customer Reviews:
 Useful to work with, hard to read May 12, 2005
Peter Ober
5 out of 8 found this review helpful
As a consultant in ITSM I have to read this book, but basically it is not readable like a novel or anything like this. It is typ of referenc when it comes to ITIL. And here we have nothing else of importance than this book. So I use it day to day to search for phrases, catching up specific topics of interesst and refresh on certain areas.
 Excellent guide to improving Levels of Service November 1, 2000
52 out of 59 found this review helpful
This book looks at ways IT service delivery can be improved and suggests methods and guidelines to follow with a view to setting a industry standard, the book covers many subjects including Service Level Management, helpdesk Procedures, Change management processes and promotes the act of Proactive customer support, ITIL is a standard that will help improve customer service across the IT industry well worth the money.
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