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Pragmatic Application of Service Management
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Table of Contents

Introduction; 1: Why This Book; 2: COBIT, ISO/IEC 20000 and ITIL; 3: The Five Anchors; 4: Caselet #1 - Governance; 5: Caselet #2 - Resource Optimization; 6: Caselet #3 - Risk Management; 7: Caselet #4 - Achieve Business Outcomes; 8: Caselet #5 - Compliance and Improvement; Appendix: The Map; ITG Resources

About the Author

Dr Suzanne D. Van Hove is the founder and CEO of SED-IT. A prior Board member of itSMF USA and recipient of the Industry Knowledge Award as well as Lifetime Achievement, she is an advocate for professionalism within Service Management. Mark Thomas is the founder and President of Escoute, LLC, an IT Governance consultant as well as the previous President of the itSMF USA Kansas City LIG and COBIT(R) SIG. As a well- known ITIL and COBIT(R) expert with over 20 years of professional experience, Mark's background spans leadership roles from datacenter CIO to Management and IT Consulting. Mark has led large teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for major project teams and managed enterprise applications implementations across multiple industries.

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