Effective It Service Management

Rob Addy is an ITSM professional with over a decade of hands-on experience in the field. He has worked for many of the biggest names in the industry in a variety of roles in the UK and the US. From application development and support, to direct solution implementations, to product management and marketing, to consulting management and technical sales, Rob has gained insight into the ITSM world from many angles. This 360-degree view of the market enables him to balance real-life scenarios, customer requirements, best-practice processes, and technical solution capabilities and limitations to give a unique, pragmatic approach to improving IT services. Prior to joining the IT industry, Rob worked as a quality manager within the risk management, service, and manufacturing sectors, and managed several projects to gain and maintain certification to ISO 9000.Addy, Rob is the author of 'Effective It Service Management', published 2007 under ISBN 9783540731979 and ISBN 3540731970.