by Jeffrey Tefertiller (Author)

This book gives leaders a tactical and operational guide to implementing or improving an ITSM program. Most ITSM processes are included, as well as structuring the strategic vision for YOUR ITSM program.

Author Biography

Jeffrey Tefertiller has been a leader in the IT Service Management area for 25 years. He has led a Managed Service company, worked in-house leading process initiatives, and owns an ITSM consulting practice.