You've read the books, but...A wealth of material has been written to describe the underlying mechanics of ITSM, but very little practical advice is available on how to implement ITSM best practices to achieve an organization's business objectives. The official ITIL(R) volumes explain what service m[...]
This groundbreaking monograph offers a mechanistic theory of the representation and use of semantic knowledge, integrating the strengths and overcoming many of the weaknesses of hierarchical, categorization-based approaches, similarity-based approaches, and the approach often called "theory theory."[...]