ITIL Design Guidelines

I recently discovered "ITIL Design Guidelines" and, you know me, started my reading on the Service Operations chapter.

I've read a lot of ITIL books in the past and I must admit I wish this one would have been my first.

I don't know for you, but for me, when I'm in a new playground, I'm looking for pragmatism; and that is all this paper is about, briefly describing the concept of using guidelines when designing ITIL services. It then presents a starter set of design

guidelines an 46 concrete examples that can be used by IT Service Management Implementation teams.

And the cherry on the cake, download it for free: http://www.itilversion3.com/