Whether you are contemplating a career in service management or are working in the sector, this book will help you understand current trends, job opportunities, frustrations and progression. It also features contributions from industry professionals to show what their day-to-day service management role looks like.
An Education in Service Management A guide to building a successful service management career and delivering organisational successIT is a business-critical function. It delivers experiences, stimulates strategic shifts, and protects organisations from theft, cyber attacks, and the related regulatory, reputational and financial impacts.ITSM is a critical element of IT that is often misunderstood. In this book, the author and his network of associates demystify ITSM and help you understand how:Working in or with ITSM enables you to build a career that spans global industries, locations and sectors;ITSM roles vary from service desk analyst to chief technology officer or consultant; andAs a CTO, a CIO or an organisational leader, you can enable your teams to deliver exceptional digital experiences that delight your consumers, partners and customers.
Chapter 1: Youre Not Alone
Chapter 2: What is ITSM?
Chapter 3: What Makes Service Management So Valuable?
Chapter 4: Enabling Enterprise Service Management
Chapter 5: Service Management Communication and Community
Chapter 6: Isnt Service Management Boring?
Chapter 7: Why Service Management Isnt Boring
Chapter 8: What Makes a Great Service Management Professional?
Chapter 9: Service Management Careers
Chapter 10: Service Management Certifications
Chapter 11: Applying your Service Management Certifications
Chapter 12: Why I Loathe Service Management Tales from the Author
Chapter 13: Why I Love Service Management
Chapter 14: What next for Service Management
Chapter 15: Conclusion Youre Not Alone
Appendix A: Resources
Davids career has taken him into various organisations, including IBM Global Business Services, where he first began working in ITSM. He holds the ITIL® Master and VeriSM Professional certifications, was recognised as a Chartered Information Technology Professional by the Chartered Institute for Information Technology (BCS) and was awarded a fellowship by BCS in 2022. He is a committee member for ITSM on behalf of the BSI (British Standards Institution), BCS and ISO (International Organization for Standardization).
David is passionate about service management, acting as a subject matter expert with EXIN and the IFDC, presenting to global C-level audiences on the 10 steps to digital transformation principle. He has also been a panellist on the ITSM Crowd and the Service Management Leadership and Enterprise Digital podcasts, where the discussions centred around enterprise service management and its future as an organisational enabler. He hosts his own YouTube channel titled ITs all about choices.
David mentors people at various levels both in partnership with Reed within the Women in Technology programme and with the BCS. With this book, he aims to help you develop a greater understanding of service management and its ability to deliver fantastic success for your organisation, your colleagues, and for you as you develop your career.
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