An introduction to IT service management as well as an introduction to the books in the IT infrastructure library, this manual also serves as a test preparation guide to the Foundation Certificate exam on IT service management. Based on the latest edition of the ITIL books on service support and service delivery, the text encourages discussion and comparison of best practices based on IT managers' own experiences.

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Jan van Bon, founder of the IT Service Management Forum in the Netherlands, is chief editor of ITSMF publications and currently manages ITSM PORTAL, the only Internet portal on IT Service Management.

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