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Mike Tarrani
Linda Zarate
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Thursday, April 04, 2002


Service Management. More background material and primary reading for anyone who is developing, implementing and/or managing a service delivery strategy. First, Introduction to IT Service Management places service management within the context of the IT Infrastructure Library (ITIL)approach. Linda and I have both discussed the ITIL in previous entries, and we both closely follow news related to the ITIL.

Another excellent introductory resource is the May 2000 issue of the IT Service Management Journal. Although the issue is comprised of only four pages, the discussion manages to nicely frame a value proposition for service management.

Closely related to service management, and to Linda's forthcoming entries about core processes and organizational support, is a GartnerGroup presentation titled TCO — The Framework for Optimizing Business and IT Management Decisions.