In this book, the authors draw upon their extensive experiences in small and medium sized organizations to provide a ‘practical and application-oriented path’ to address the many challenges in the world of IT service management. Their approach is based upon the FitSM framework, distinguishing 82 concise requirements. It draws upon the ISO/IEC 20000 standard and the COBIT and ITIL frameworks. These requirements help organizations see through the details into what is important.

The authorâ...