内容简介：
This book is essential reading for all decision makers (IT-literate or not) who are presented with an ITIL(R) proposal or asked to oversee an ITIL project, or find something called "ITIL" or "Service Management" in their budget. It tells you what the ITIL industry won't. For everyone else involved in ITIL projects, this book will help you stay grounded and safe. The book explains, in lay-manager's terms, what ITIL is. It reveals what ITIL is good for, what it is bad at, what to expect from it. It describes how to ensure an ITIL project succeeds, what to look for in the business case, and how to measure the results. See www.itskeptic.org/owningitil ITIL(R) is a Registered Trade Mark and a Registered Community Trade Mark of the UK Office of Government Commerce ("OGC"). ITIL(R) is registered in the U.S. Patent and Trademark Office.