This Pocket Guide is a concise summary of ITIL� V 3. A quick, portable reference tool to this leading standard within the Service Management community. Additionally for readers the processes are covered in a separate section. Ideal for IT Service Managers, IT Managers, Helpdesk employees, students of Higher education, IT trainers, ITIL trainers, IT consultants.

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Chief Editor Jan van Bon is responsible for managing the content of most of the ITSMF-NL publications. Apart from managing large numbers of publications he also advises small and large organizations in quality improvement projects, and he is a respected and accredited trainer.

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