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This book is relevant to anyone involved in the delivery or support of IT services. It is applicable to anyone involved in the management or day-to-day practice of Service Management. It is recognised that there are several ways of delivering an IT service, such as in-house, out-sourced and partnership. Even though this book is written mainly from an in-house service provider's perspective it is generally relevant to all other methods of service provision. So most of this book is applicable to those involved in out-sourced service provision or working in partnerships. Business managers should find the book helpful in understanding and establishing best practice IT services and support. Managers from supplier organisations should also find this book relevant when setting up agreements for the delivery and support of services.
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