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Extraordinary clarity in an obscure field
am 30. November 2012
After having tried a couple of incomprehensible books (yet, I am a software engineer with years and years of experience) I ordered this book for some help. It has been real debunking, an incredibly useful book to understand the horrible jargon of ITIL and its "processes", "functions" (nothing related to mathematical functions), "transition" (ridiculous term), "incident" (terrible misnomer) etc. etc. etc. Priceless book.