The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps
If you are tired of ‘management by hair on fire,’ read this book and consider it carefully. --Stephen Northcutt, Director of Training and Certification, The SANS Institute, May 2004The easy mapping between the Visible Ops phases and any maturity model validates the compelling logic of the book. --Jan Vromant, ITSM Consultant, May 2004Visible Ops creates a logical starting point and details the key ‘issues and indicators’. --Henry E. Wojcik, Network Data Systems, May 2004