Best Practice for Service Support (ITIL - the key to Managing IT services)

This book is one of a series issued as part of the updated IT Infrastructure Library that documents industry best practice for the support and delivery of IT services. Although this book can be read in isolation it is recommended that it be used in conjunction with the other IT Infrastructure Library books. Service management is a generic concept and the guidance in the new IT Infrastructure Library books is applicable generically. The guidance is also applicable to both small and large organisations. It applies to distributed and centralized systems, whether in-house or supplied by third parties. It is neither bureaucratic nor unwieldy if implemented sensibly and in full recognition of the business needs of the organization.