Hunnebeck, Lou creator text NorwichGB TSO (The Stationery Office) 2011 2nd ed. monographic xi, 246 p. Provides guidance on how to view service managment not only as an organisational capability but as a strategic asset. Describes the principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL service lifecycle. 2/6/14 EVELYND 19.01.02 H938 20260716044058.0