David’s career has taken him into various organisations, including IBM Global Business Services, where he first began working in ITSM. He holds the ITIL® Master and VeriSM Professional certifications, was recognised as a Chartered Information Technology Professional by the Chartered Institute for Information Technology (BCS) and was awarded a fellowship by BCS in 2022. He is a committee member for ITSM on behalf of the BSI (British Standards Institution), BCS and ISO (International Organization for Standardization).David is passionate about service management, acting as a subject matter expert with EXIN and the IFDC, presenting to global C-level audiences on the ‘10 steps to digital transformation’ principle. He has also been a panellist on the “ITSM Crowd” and the “Service Management Leadership and Enterprise Digital” podcasts, where the discussions centred around enterprise service management and its future as an organisational enabler. He hosts his own YouTube channel titled “IT’s all about choices”. David mentors people at various levels both in partnership with Reed within the ‘Women in Technology’ programme and with the BCS. With this book, he aims to help you develop a greater understanding of service management and its ability to deliver fantastic success for your organisation, your colleagues, and for you as you develop your career.

• Chapter 1: You’re Not AloneChapter 2: What is ITSM?Chapter 3: What Makes Service Management So Valuable?Chapter 4: Enabling Enterprise Service ManagementChapter 5: Service Management Communication and CommunityChapter 6: Isn’t Service Management Boring?Chapter 7: Why Service Management Isn’t BoringChapter 8: What Makes a Great Service Management Professional?        Chapter 9: Service Management CareersChapter 10: Service Management CertificationsChapter 11: Applying your Service Management CertificationsChapter 12: Why I Loathe Service Management – Tales from the AuthorChapter 13: Why I Love Service ManagementChapter 14: What next for Service ManagementChapter 15: Conclusion – You’re Not AloneAppendix A: Resources

David’s career has taken him into various organisations, including IBM Global Business Services, where he first began working in ITSM. He holds the ITIL® Master and VeriSM Professional certifications, was recognised as a Chartered Information Technology Professional by the Chartered Institute for Information Technology (BCS) and was awarded a fellowship by BCS in 2022. He is a committee member for ITSM on behalf of the BSI (British Standards Institution), BCS and ISO (International Organization for Standardization).David is passionate about service management, acting as a subject matter expert with EXIN and the IFDC, presenting to global C-level audiences on the ‘10 steps to digital transformation’ principle. He has also been a panellist on the “ITSM Crowd” and the “Service Management Leadership and Enterprise Digital” podcasts, where the discussions centred around enterprise service management and its future as an organisational enabler. He hosts his own YouTube channel titled “IT’s all about choices”. David mentors people at various levels both in partnership with Reed within the ‘Women in Technology’ programme and with the BCS. With this book, he aims to help you develop a greater understanding of service management and its ability to deliver fantastic success for your organisation, your colleagues, and for you as you develop your career.

• Chapter 1: You’re Not AloneChapter 2: What is ITSM?Chapter 3: What Makes Service Management So Valuable?Chapter 4: Enabling Enterprise Service ManagementChapter 5: Service Management Communication and CommunityChapter 6: Isn’t Service Management Boring?Chapter 7: Why Service Management Isn’t BoringChapter 8: What Makes a Great Service Management Professional?        Chapter 9: Service Management CareersChapter 10: Service Management CertificationsChapter 11: Applying your Service Management CertificationsChapter 12: Why I Loathe Service Management – Tales from the AuthorChapter 13: Why I Love Service ManagementChapter 14: What next for Service ManagementChapter 15: Conclusion – You’re Not AloneAppendix A: Resources

David’s career has taken him into various organisations, including IBM Global Business Services, where he first began working in ITSM. He holds the ITIL® Master and VeriSM Professional certifications, was recognised as a Chartered Information Technology Professional by the Chartered Institute for Information Technology (BCS) and was awarded a fellowship by BCS in 2022. He is a committee member for ITSM on behalf of the BSI (British Standards Institution), BCS and ISO (International Organization for Standardization).David is passionate about service management, acting as a subject matter expert with EXIN and the IFDC, presenting to global C-level audiences on the ‘10 steps to digital transformation’ principle. He has also been a panellist on the “ITSM Crowd” and the “Service Management Leadership and Enterprise Digital” podcasts, where the discussions centred around enterprise service management and its future as an organisational enabler. He hosts his own YouTube channel titled “IT’s all about choices”. David mentors people at various levels both in partnership with Reed within the ‘Women in Technology’ programme and with the BCS. With this book, he aims to help you develop a greater understanding of service management and its ability to deliver fantastic success for your organisation, your colleagues, and for you as you develop your career.

• Chapter 1: You’re Not AloneChapter 2: What is ITSM?Chapter 3: What Makes Service Management So Valuable?Chapter 4: Enabling Enterprise Service ManagementChapter 5: Service Management Communication and CommunityChapter 6: Isn’t Service Management Boring?Chapter 7: Why Service Management Isn’t BoringChapter 8: What Makes a Great Service Management Professional?        Chapter 9: Service Management CareersChapter 10: Service Management CertificationsChapter 11: Applying your Service Management CertificationsChapter 12: Why I Loathe Service Management – Tales from the AuthorChapter 13: Why I Love Service ManagementChapter 14: What next for Service ManagementChapter 15: Conclusion – You’re Not AloneAppendix A: Resources