Which are the best books available for ITSM from the professional growth perspective?
The Invisible Revolution Paperback - Fernando Baldin(Portuguese)
This book is not about old answers, but about new questions. In 100 years of the industrial revolution, factories have managed to find ways to increase their productivity by combining quality and standard. This path should be followed by service operations, as currently we are just artisans in the way we deliver services to our customers. More than a technology revolution, this new mentality is a conceptual revolution that begins with the process of understanding what we do, why we do it and thus finding new service delivery models, doing more with less! The future is already knocking at our door. It is important that the perception of the questions “where are we?” and “what’s the next step?” be in our thoughts, because attitudes considered perfect today tend to become folklore. It is important to keep in mind the concepts of “focus on the relevant”, “seeking effectiveness” and “obtaining tangible results on the quality of services provided. ”“What does the customer want?” or “What does it mean to serve the customer well?”, are questions that do not have clear answers, but lead us to a direction to adapt the provision of IT services to this new millennium: tomato. The pursuit of productivity, quality and service standard is inevitable! How about starting now? of quality and standard of service is inevitable! How about starting now? of quality and standard of service is inevitable! How about starting now?