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Customer Expectation Management: Success Without Exception
Terry Schurter, Steve Towers
For classes on CEMM, contact MyServiceMonitor today and make sure the business has a lane on your Road to ITSM Excellence!
Defining IT Success through the Service Catalog
Rodrigo Flores, Bill Fine, Troy DuMoulin
At last, Service Delivery gets some attention. ITSM On-Ramp Services leverages many of these techniques.
John McConnell, Eric Siegel
The Strategy and Tactics of Pricing: A Guide to Growing More Profitably (4th Edition) (Pie)
Thomas T. Nagle, John Hogan
The Tipping Point: How Little Things Can Make a Big Difference
Malcolm Gladwell
The sidebar on the left shows some of the books I've read that I found interesting; there are too many to list them all. I've also added an Amazon 'wish list' in the futile hope that you may wish to send me a new book to read that I've been looking at...
Of course, if you know of any titles that you feel are worthwhile please let me know!
White Papers, Good Books, and other reading of interest from an ITSM perspective are shown below....just click on the title to download.
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