The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management
I would recommend this book as an indispensible and practical reference for anyone who is actively involved in developing and improving general IT processes, and to build a strong foundation of the working skills expected of process architects. --Terry Doerscher, Chief Process Architect at Planview and co-author ofTaming Change with Portfolio ManagementThis book is the definitive reference for practitioners and those pursuing the Certified Process Design Engineer (CPDE) credential. I use my CPDE knowledge base every day. The information found in this book serves the intended purpose of underpinning my ITIL knowledge and also offers practical insights to implementing ISO/IEC 20000 best practices. I often refer to this text as a primary reference to ensure proper coverage of all aspects for awareness briefings, gap analyses and preparing subsequent recommendations. --Ted Gaughan, PMP, CPDE, ITIL Expert, PA&E; Global Principal Consultant