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This book is for those who work in Information Technology (IT) and for those who have IT done to them.

This book is not about ITIL. Really. Real ITSM™ is a tongue-in-cheek satirical look at what the real-life practices might be, as compared to the idealised models in frameworks like ITIL or COBIT or ISO20000 or ...
In the tradition of “real ale”, Real ITSM is the genuine thing as it is found on the streets, not the sanitised commercial offerings marketed to the masses.
Through humour we can explore some of the disconnects between the idealised framework and its actualisation in the dysfunctional cultures so common in real ITSM.

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