Jo Johns, the highly respected ITSM educator and consultant, has written the first in a series of books about service management and customer service. Released on 28th September, ‘Take it from the Top’ looks at why a strong service focus is fundamental to the success of IT service delivery and helps readers tackle this complex issue by breaking it down to manageable and achievable goals.
ServiceDesk360 was given an early look at the title and we were immediately impressed by its concise and focused approach. Written in clear, informal language, the book avoids the kind of jargon normally seen in business books and instead offers practical, step by step advice on how to approach a service improvement programme, how to gather and action feedback, and gain funding ready for launch. The price (£4.99 + £1.50 for first class shipping), plus a page count of 64 mean it is a realistic proposition to purchase and digest.