Planning to Implement Service Management

Rating:
Summary: Can be safely ignored
Review: Most of the books in the official ITIL series are required reading if you are implementing or pursuing ITIL certification. This one can, in my opinion, be safely ignored.

The key theme of the book is promotion of the ITIL and its benefits, and a high-level overview of implementation issues. The areas covered include: describing the ITIL vision, helping you to determine your 'As Is' posture and your 'To Be' per the ITIL.

It also provides a roadmap to get from 'As Is' to 'To Be', checkpoints, and advice on how to maintain momentum during the implementation. This guide also gives an example cost-benefit analysis supporting for service management process implementation, a process maturity framework, and a glossary of terms.

A more detailed book that will easily supplant this one is "IT Service Management: An Introduction" (ISBN 9080671347). It contains all of the information that this book provides, plus an in-depth look at each of the ITIL's key process areas, how they relate to one another, and better implementation advice.