Note: This book is available in several languages: Chinese, English. This book provides a more thorough approach to service agreements than available so far.  Meer

This book "Implementing Metrics for IT Service Management" provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL®) set of best practices.  Meer

Previously known as: ''IT Service Management based on ITIL V3 - A Pocket Guide'' This really popular pocket guide is a quick, portable reference tool designed for managers, to give an overall picture of the ITIL V3 upgrade.  Meer