These service management resources complement many of the concepts found in ITIL and MOF. They explore various strategies, tactics, and tools for managing IT services and service businesses.

portals

ITSM portal
ITSM Portal is an independent platform for IT professionals interested in IT Service Management.

ITIL tooling page
This site is is a gateway to the IT management tool market and features a comprehensive collection of ITIL-based service management software packages.

books

"moments of truth" by Jan Carlson
This book is from the roots of service management and precedes the "process as an end in itself" era. In it, Carlson presents the concept of "bottom up" empowerment, personal mastery, and commitment as the essence of service management. He includes examples of the application of these concepts from his spectacular turnaround of SAS Airlines.

"service america in the new economy" by Karl Albrecht
This is perhaps the definitive book on customer service and has been instrumental in improving service management in many companies.

"managing the professional service firm" by David Maister
Because many of the services that IT organizations provide are professional services, understanding and applying professional service firm management concepts is vital to successful service delivery. Maister is the leading authority on professional service firm management and this book encapsulates his best thinking on the topic.

Quick Links & References

Questions
Have a question about our course offerings, consulting services or products ... please contact us