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“PDCA for ITIL – Metrics, CSFs and workflows for implementing ITIL practices” (Book Review)

I have been trying to get hands over this bookfor some time, and  over the weekend , I had pleasure of reading  this  fantastic  book, “PDCA for ITIL – Metrics, CSFs and Workflows for Implementing ITIL Practices” by Kiran Kumar Pabbathi, a ITSM Practitioner  from Hyderabad, India .

This book is Published by The Stationary Office (TSO), and is available from the Online Store –

The author has section on “Why this Book” and “How to read this book” which gives overview on what to expect in this book, and how chapters are organized in this book respectively.

The book has also a one page FAQ which discusses the teething problems that an Organizations or Professionals may have with respect to ITIL and its processes.

The book is divided in 31 chapters and has about 300 pages of interesting content.

The Author takes a Pragmatic Approach, across the chapters in the book.

He starts with Introduction to ITSM, the first chapter which talks about Basic Terminology, ITIL Lifecycle Stages, Processes and Function of ITIL.

Rest of 30 chapters’ deals with the detailed ITIL Lifecycle Components from ITIL Service Strategy, ITIL Service Operations, ITIL Service Design, ITIL Service Transition, to Continual Service Improvement (CSI).

From my experience the book is easy to read and understand, and is easily organized.

The author takes PDCA Approach, a DEMING Cycle which is 4 step management method used in Business for the control and continuous improvement of processes.

Each chapter follows a structure of Basic Terminology, Overview of Process, Implementing the Process, Plan, Do, Check, Act for the process, and finally the Metrics and CSFs for that particular processes and its Workflow.

The author has offered this as a Cookbook, a step by step guide to the implementation of individual ITIL Practices which will be very helpful ITSM consultants and managers. Another good thing that I found in this book is the workflows for all ITSM process and functions, which is very helpful to understand how the ITSM tools work in simple language.  This book can also be of great help for Solution Architects with respect to pure technical aspects (in defining the forms, fields, mandatory fields, etc) for ITSM tools. In my opinion, if any new company is trying to develop new ITSM tools with respect to any ITSM processes and functions, then they should refer this books. Throughout this book, the author gives real world examples that support his offering.

Kiran’s Book is a great companion book on ITIL, the book is very gentle on the beginner, and takes a good approach to ITIL and its approaches.

I found this book an interesting read; it cleared my doubts on ITIL / ITSM, If you looking for more quality, and efficiency from your teams, I’d absolutely recommend this book.