IT Service Management (ITSM) is a group of processes and functions that the IT engine oil wheel. However, many of today? IT problem has existed only for long-so to manage IT effectively, organizations must go beyond the ITIL framework. Rob Addy provides IT service managers and professionals with practical guidelines for providing and managing IT services effectively and efficiently by extending the ITIL approach to IT service management to deliver proactive and pragmatic. It describes IT service management processes related to service delivery and support services (as well as non-ITIL areas), their goals, weaknesses, and how this problem can be solved in real life situations. Proactive IT service management can be considered as risk management for IT: Can you afford to ignore it?