A Basic Approach to ITIL Service Operation: Setting the Foundation for ITIL V3
James R. Persse is a management and process improvement consultant based out of Atlanta, Georgia. In his practice he specializes in helping organizations design, implement, and measure technology improvement programs based on ITIL, CMMI, ISO 20000, Six Sigma, and COBIT frameworks. He has 18 years industry experience and holds a PhD in Organizational/IT Management.Dr. Persse is the author of the following process management books:Process Improvement Essentials: CMMI, Six Sigma, ISO 9001:2000 (O'Reilly Media / Cambridge, 2007)Hollywood Secrets of Project Management Success (Microsoft Press / Bellevue, 2008)Project Management Success with CMMI (Prentice Hall / Englewood Cliffs, 2006)Implementing the Capability Maturity Model (John Wiley & Sons / New York, 2002)