Solving IT Service Management

Stress, frustration, disappointment... are these feelings part of your work day? Today's business environment may be quite tough at times; this is especially true in the IT environment. New technologies, new procedures and an incomprehensive bureaucracy may be more than challenging. You have need to deal with support teams distributed all around the world and try to make things work in a professional way, all of this while respecting a tight budget.

This book will give you some interesting ideas on how to manage IT services in the modern business world, regardless if you are an IT service manager, company director or even just trying to better position yourself in IT. It goes beyond talking about the importance of applying procedures. It shows how to apply them while using common sense and applying them to your own business needs. It also talks about some basic IT principles that will help you better control you IT environment.

Antonio Narro has been working as an IT Service Manager for about 10 years. He has experienced different managing methods used by various companies. He has been able to recognize some typical mistakes often made in today's environment. He started working in IT as a system administrator and programmer before working in service management. After 28 years of working with di¬fferent companies and in di¬fferent environments, he has seen the evolution in the methods used to manage computer systems. When Antonio started working in IT there was a lack of good procedures and strict disciplines. Some small businesses were managed by an expert guru that was used to make all the IT decisions for the company. Gladly, the IT environment has evolved and he has seen the transition to the new structured IT environment specially used in big corporations. While he appreciates well documented procedures and sees the importance of appropriate documentation, he normally recommends to always use common sense when applying them.