Introduction; 1: Don't Fall Under the Bus; 2: Strange Bedfellows; 3: Don't Confuse me with Facts; 4: Blind me with Science; 5: The Joy of Conflicts; 6: Masters of the Universe; 7: How Hard Can it Be?; 8: Chow Fun; 9: Help I Need Something; 10: Don't Peek Behind the Curtain; 11: Know What you Don't Know; 12: A Fool With a Tool is Still a Fool; 13: Boiling the Ocean, a Spoonful at a Time; 14: Change is Hard; 15: No Good Deed Goes Unpunished; ITG Resources
Daniel McLean is an ITIL consultant with over 20 years' experience in IT. He has spent the last 10 years designing, implementing and operating processes supporting ITSM. He was also a peer reviewer during development of the OGC ITIL v3 Service Strategy Best Practice.
" - the use of a story to illustrate both ITIL(R) process basics and the inherent implementation challenges makes this a powerful but quick, easy read." - Susan Schellhase, itSMF USA member