A Managers' Guide to Service Management

This publication is a comprehensive introduction to service management. It offers explanations, guidance and recommendations and has been produced to meet the needs of commercial and public sector organizations. It recognizes that services and service management are essential for organizations to generate revenue or to be cost-effective. This book has been updated in line with the new BS ISO/IEC 20000 series. It is aimed at managers and staff responsible for implementing, maintaining, improving or procuring service management.

Jenny Dugmore works for Service Matters. Jenny has a background in consultancy and operational line management. She is chair of the ISO group responsible for 20000 series and is co-editor for the new ISO Guidance on the combined implementation of ISO/IEC 20000 and ISO/IEC 27001. She is chair of the ISO committee investigating joint ISO and OGC publications. She is involved in certification schemes and examination boards for ISO/IEC 20000. She is the UK Accreditation Service technical expert on service management. Jenny was winner of the itSMF-UK Lifetime achievement award in 2005. Shirley Lacy works for ConnectSphere and specialises in the application of service management best practices to deliver value from IT investments. Shirley is highly regarded within the industry and is an authority on service management practices. Shirley is a co-author of the OGC's ITIL Service Transition publication and project mentor for the ITIL update. Shirley has significant experience of helping organizations to adopt ITIL V3 practices and to achieve ISO/IEC 20000 certification. She holds the ITIL Expert certificate and is an accredited trainer for ITIL and ISO/IEC 20000. Shirley is the UK representative on the ISO group that develop IT service management and process assessment standards and the new ISO/IEC 31000 series.