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Online exclusive! Receive a free e-book when you purchase a training course or toolkit - hurry, offer ends 31 August!
It’s All About Relationships: What ITIL® doesn’t tell you

It’s All About Relationships - What ITIL® doesn’t tell you

SKU: 4249
Authors: Dr Suzanne D. Van Hove and Kathy Mills
Publishers: ITGP
Format: Softcover
ISBN13: 9781849284844
Pages: 170
Published: 01 Jul 2013
Availability: In stock
Format: Adobe eBook
ISBN13: 9781849284851
Pages: 165
Published: 01 Jul 2013
Availability: Now Available
Format: Adobe ePub
ISBN13: 9781849284998
Pages: 165
Published: 01 Jul 2013
Availability: Coming Soon

Buy this book and discover how to manage your ITIL system like never before. It’s All About Relationships will:

  • Explain how to harmonise ITIL® processes, enabling readers to develop and apply smarter service management systems.
  • Give a holistic view of the ITIL framework, giving a unique overview that enables readers to fully understand
    the upstream and downstream impacts of ITIL processes.
Price: £29.95


A unique holistic approach to ITIL in the real world

As more companies begin an adopt/adapt initiative based on ITIL guidance, they quickly realise that looking at single processes in isolation is not enough. To fully benefit from the framework, companies have to look at the relationships between processes, understanding upstream and downstream impacts. However, advice on using this approach has not been readily available…until now.

Product overview

The authors bring together their extensive practical experience to provide a guide written for IT professionals, ITSM practitioners, service owners and process owners, university students, and in fact anyone working to adopt the ITIL framework or needing a deeper understanding of its interfaces.


1. Introduction
2. Acronyms
3. Service Strategy (SS)
4. Service Transition (ST)
5. Service Operation (SO)
6. Continual Service Improvement (CSI)
7. Process Work Products
Appendix 1: References
Appendix 2: ITG Resources.

Click here to view a sample of the book >>

Thought Leadership Series

This book is part of a series of Thought Leadership titles, which can be bought together as a bundle. These books cover subjects that are relevant to ITSM practitioners, and are written by highly experienced practitioners, up to date with industry best practices, and published jointly by itSMF USA and IT Governance Publishing. Find out more »

About the authors

Dr Suzanne D. Van Hove

Dr Suzanne D. Van Hove, founder and CEO of SED-IT, holds degrees from several universities and has certifications in ITIL and ISO/IEC 20000. She continues to be active in itSMF USA, as well as within the international community.

Kathy S. Mills

Kathy S. Mills currently works for a Fortune 100 company as service planning manager. Kathy has been responsible for building and implementing plans for taking the ITIL best practice guidance and identifying a multi-year implementation plan.

Customer Reviews

(4.50)stars out of 5
# of Ratings: 2
1. on 28/10/2014, said:
4 stars out of 5
Service managers globally will want this book on their desk as a reference when designing processes and as THE ‘go to’ guide during their daily work.
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2. on 28/10/2014, said:
5 stars out of 5
Suzanne’s and Kathy’s knowledge and attention to detail shine through in the very high quality of this publication. No doubt you will find it indispensable and in short order, I’m sure your copy will be well used and dog-eared!
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