Categorized | Book Reviews

Creating and Driving Service Excellence – reviewed by Karen Ferris

Karen has reviewed the pocketbook “Creating and Driving Service Excellence” by SHIFT regular columnist Sharon Taylor

skitch“If you are a busy business executive who needs to know more about ITSM and its importance to your organization, or you know a business executive that needs to know, then this is the book you need. Grab a couple of copies and get those execs on board!”


About Karen Ferris

Karen Ferris is a Director of Macanta Consulting providing business consulting to small, medium and large organizations in IT Service Management. She is a regular contributor to IT Service Management publications worldwide, either in a contributory, review or quality assurance role. Karen has been involved with ITIL and ITSM Best Practice since 1994 in the capacities of manager, practitioner, consultant and trainer, both in the UK and Australia.

One Response to “Creating and Driving Service Excellence – reviewed by Karen Ferris”

  1. Sharon says:

    Thanks Karen, for the wonderful review. This book should be required reading for the C -level; those who are thinking about ITSM and those already going down the path and needing a reason to recommit.

    Some thing just never go out of style do they!


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