Auteurs: G. Kemmerling, D. Pondman 
| Uitgevers | Haren Publishing, Van, Van Haren Publishing |
| Uitgavejaar | 2004 |
| ISBN | 9077212183 |
| ISBN13 | 9789077212189 |
| Taal | Nederlands |
| Type | Paperback |
An introduction to IT service management as well as an introduction to the books in the IT infrastructure library, this manual also serves as a test preparation guide to the Foundation Certificate exam on IT service management. Based on the latest edition of the ITIL books on service support and service delivery, the text encourages discussion and comparison of best practices based on IT managers' own experiences.
