For those seeking to achieve service excellence this guide is indispensable. Grounded in IT service management (ITSM) principles from frameworks like ITIL, Lean, DevOps, and Agile, this book provides actionable advice for applying these frameworks throughout the entire organisation.

Key Highlights• Actionable Guidance: Unlike traditional resources that require organisations to tailor the frameworks to their needs, this book delivers clear, practical steps to optimise customer service. • Comprehensive Scope: The advice extends beyond IT, promoting a cohesive approach to service management across all business functions.

• Expert Insights: Drawing from over fifty years of experience and insights from leading companies and practitioners worldwide, the author offers valuable advice for managers to enhance service excellence within their teams and the wider enterprise. Empowering Your JourneyWith this book, individuals, teams, managers, and organisations are inspired and equipped to embark on their own ‘Journey to Service Excellence.

’Start your journey today, using proven frameworks and expert insights to elevate customer service to new heights. .