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a€˜ABC is like an iceberg, much of it hidden beneath the surface, yet capable of inflicting enormous damagea€™ to your organization, or more importantly, your business! With growing importance of IT to business operations we can no longer afford to have our ITSM improvement programs and initiatives fail because of Attitude, Behavior or culture issues. This book describes what ABC is, why it is important and gives practical cases and examples in dealing with ABC issues. The book contains more than 35 case examples from industry experts and practitioners on what they have done to solve specific ABC issues. The book can be used in combination with the ABC of ICT card set for creating awareness, assessing your own worst practices and taking your first practical steps in solving them. This book provides a valuable addition on top of ITIL publications on how to ensure ITSM improvement programs can and do deliver lasting valueITSM from hell based on Not ITIL (English) ITSMP - The IT Strategy Management Process (English) Metrics for IT Service ... Management (ITIL V3, English) IT Service Management based on ITIL V3 a€“ A Pocket Guide (English, Dutch, German, anbsp;...

Title:ABC of ICT
Author:Jan Schilt, Paul Wilkinson
Publisher:Van Haren - 2008-10-03


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