This publication is a guide to IT service management consulting. It is distillation of experience in service management with ITIL that should help practitioners, consultants and managers gain insight on how to approach service management engagements. The publication embeds ITIL best-practice advice with scenarios derived from practical experience, to illustrate approaches and negotiate possible pitfalls to help deliver successful service management projects. It is a management guide to practical adoption of ITIL principles, complementary to the core publications. Containing practical guidance for internal and external consultants, this book covers all the important techniques you need to collaborate with stakeholders in setting and delivering goals