An Education in Service Management – A guide to building a successful service management career and delivering organisational success IT is a business-critical function. It delivers experiences, stimulates strategic shifts, and protects organisations from theft, cyber attacks, and the related regulatory, reputational and financial impacts. ITSM is a critical element of IT that is often misunderstood. In this book, the author and his network of associates demystify ITSM and help you understand how: Working in or with ITSM enables you to build a career that spans global industries, locations and sectors; ITSM roles vary from service desk analyst to chief technology officer or consultant; and As a CTO, a CIO or an organisational leader, you can enable your teams to deliver exceptional digital experiences that delight your consumers, partners and customers.

• Cover
• Title
• Copyright
• About the Author
• Forewords
• Contributors
• Contents
• Chapter 1: You’re not alone
• Chapter 2: What is ITSM?
• Chapter 3: Common service management elements
• Chapter 4: What makes service management so valuable?
• Chapter 5: Enabling enterprise service management
• Chapter 6: Service management communication and community
• Chapter 7: Isn’t service management boring?
• Chapter 8: Why service management isn’t boring – Tales from the author
• Chapter 9: What makes a great service management professional?
• Chapter 10: Service management careers
• Chapter 11: Service management certifications
• Chapter 12: Applying your service management certifications
• Chapter 13: Why I loathe service management – Tales from the author
• Chapter 14: Why I love service management
• Chapter 15: What next for service management?
• Chapter 16: Conclusion – You’re not alone
• Appendix: Resources
• Further reading