IT Service Management, from Hell: A Guide to Worst Practices

Citation

(2006), "IT Service Management, from Hell: A Guide to Worst Practices", Kybernetes, Vol. 35 No. 3/4. https://doi.org/10.1108/k.2006.06735cae.003

IT Service Management, from Hell: A Guide to Worst Practices

Brian Johnson, Paul Wilkinson and Van Haren2005ISBN 90-77212-213126 pp.£7.48SM Library (itSMF)

Keywords: Computing, Cybernetics, Management, IT

The title of this short text says it all. It takes a very serious subject and handles it in a very refreshing way. It aims to examine the relationship between business and the IT department with emphasis on the role of the service management team and its contribution to the organisation it serves. It looks at project management, service management and the IT infra structure itself. It tackles the whole relationship in a novel way by introducing caricatures of the main protagonists in IT, the users and the business itself. These are used to emphasise good practice and to underline the author's contention that IT is there to serve the business. It might be an obvious statement but it certainly needs repeating.