Effective IT service management - to ITIL and beyond

Page 1 of 3 Depending upon industry sector, IT Service Management (ITSM) costs account for between 65%-80% of all IT expenditure. That’s currently the equivalent of almost $300 billion per year worldwide (which is more than the GDP of Norway). Almost more than three quarters of every IT budget is spent keeping the application lights burning and the wheels of the IT machine turning. Most of this money goes on labour costs. There are more jobs within ITSM and related areas than in any other field within computing. And yet given this prevalence it is bizarre that so little is known about it. This book attempts redress the balance slightly by giving an honest unbiased view of the discipline, its objectives, major processes, and their benefits and shortcomings.