Jenny Dugmore

• Achieving ISO/IEC 20000 - The Differences Between BS 15000 and ISO/IEC 20000
• A code of practice for IT service management
• Achieving BS 15000 Management Decisions
• Achieving ISO/IEC 20000
• Capacity management
• Finance for service managers
• Integrated service management
• Introduction to the ISO/IEC 20000 Series
• Keeping the service going
• Management Decisions and Documentation
• Manager's Guide to Service Management
• Managing end-to-end service