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Basic Service Management: A 50-Page Introduction to Providing Services Paperback – Aug 26 2011

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Product Details

  • Paperback: 66 pages
  • Publisher: Two Hills (Aug. 26 2011)
  • Language: English
  • ISBN-10: 0958296936
  • ISBN-13: 978-0958296939
  • Product Dimensions: 15.2 x 0.4 x 22.9 cm
  • Shipping Weight: 150 g
  • Amazon Bestsellers Rank: #550,971 in Books (See Top 100 in Books)
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Product Description

About the Author

Rob England B.Sc., MNZCS, ITCP is an independent IT management consultant and commentator in Wellington, New Zealand. He is a published author of several books and many articles. Rob is the newsletter editor for itSMFnz, the professional body for IT Service Management (ITIL) practitioners. Rob was awarded the inaugural New Zealand IT Service Management Champion award in 2011 by itSMFnz and is acknowledged as a contributor to the ITIL 2011 core book Service Strategy.

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Most Helpful Customer Reviews on (beta) 5 reviews
1 of 1 people found the following review helpful
Good book covering the basics Sept. 27 2011
By Osama Salah Ghazy - Published on
Format: Kindle Edition Verified Purchase
I'm halfway through and knowing Rob's blog It's no surprise that the book lives up to the expectations.
The book is a good read for people starting with ITSM. I recommend reading it before you get lost into ITIL.
For others the books has some good suggestions and a simple way of explaining things that might come handy.

I'm not fully finished yet, but I've no reason to believe that the rest of the book will be different from what I've read so far.

Highly recommended for starters and people wanting to get a simple view to ITSM.
1 of 1 people found the following review helpful
BASIC, not for simple, but for core Sept. 26 2011
By Antonio Valle - Published on
Format: Kindle Edition Verified Purchase
If you are in the services business, don't matter which sector, this is your Service Management foundations book. It covers everything you need to know about SM and points you to the knowledge sources you need to enhance your knowledge. A great lecture, straightforward and easy to understand.
Easily the best short introduction to service management I have read Dec 20 2014
By M G Hall - Published on
Format: Paperback
This book is easily the best short introduction to the service view of business and service management I have read. The emphasis is on simple, brief explanations. Rob aims for 50 pages and somehow manages to pack everything into that short span.
Sections on Service, People, Practices and Things form the organising framework. Service is, as you would expect, the section that introduces service concepts. People is only five pages long, but it is worth buying the book for this short section alone. It says more in a short space than many heavy tomes and much more clearly.
Practices is the bulk of the book – about thirty pages. This is where Rob presents his summary of service activities as seven related domains or areas. The treatment is clear and concise and I found that I came away with a much better understanding, mainly because of the brevity which allows the reader to see the whole span of service planning and delivery in a short space of time.
The book is backed up by a website,, which offers more resources and useful links to in-depth material on service management.
I think Basic Service Management is a great way forward for anyone who is looking for a better way of thinking about their business, or who is familiar with service management in an IT context and wants to step out into Enterprise Service Management.
1 of 1 people found the following review helpful
Fantastic book on service management Nov. 24 2012
By Tam - Published on
Format: Kindle Edition Verified Purchase
This was a fantastic book - concise, clear and easy to create a plan for service management. This book covers all aspects of service operations management.
0 of 1 people found the following review helpful
Worst book ever of IT Oct. 18 2013
By Robert Rodriguez - Published on
Format: Kindle Edition Verified Purchase
The book is too vague, it is not even a good information Technology reference guide. The sub notes are terrible; the reference it but it cannot back it up. i.e., "I heard it at a conference but was not able to find more information about it." I see the author has written other books, I'll stay away from them.