So tomorrow is my first day at a new place of work. One of the reasons why I took the new job isn’t because it’s an epitome of ITSM and a place where everything is perfect – such a place probably doesn’t exist and sounds terribly boring anyway (I like challenges). So I’m going into an environment that needs work, and probably lots off it. To help with this, my (former) director and mentor suggested I pick three books to use as a blueprint at my new place of craziness; and only use those three since using too many methodologies and frameworks would do more harm than good. Since I only have three to choose, that obviously means ITIL is out the window with its five volumes (my attempt at a joke). OK, in all seriousness, here’s the reading list:
1. Visible Ops – I read this one a while ago and it’s fantastic. Simple and to the point (as so few things are these days). It also put the importance of Change Management into perspective.
2. The ITSM Process Design Guide – I just got this book from Fusion 11 and since it’s the primary text for the CPDE certification, I’m planning on using it as a structured guide on getting my hands dirty with process improvement.
3. Real ITSM – Let’s face it, jobs such as these are tough and I need humour. Well, I don’t know many people funnier than Kiwis. And besides, who better to rip apart ITSM than someone with the same name as the guy that played Freddie Kruger (Robert England vs. Robert Englund – look it up).

That’s my list, and I’ll be sticking with it. A few notable mentions; I also plan to read ITIL Lite, which I hope gives a good wholistic approach to implementing ITIL, but with fewer calories. I also plan to read The CMDB Imperative. I met Glenn O’Donnell and Carlos Casanova at Fusion 11 and they seem like a couple of smart guys. Even though only about 5% of companies have successfully built a CMDB, I hope this book can help give a few pointers, plus I want to give them a plug on my blog.

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Started working in IT in 1999 as a support desk analyst as a way to help pay for food during college. Studied Electrical Engineering for two years before realizing biochemistry was more fun than differential equations, and so ultimately graduated with a Biology degree in 2006. Having (reluctantly) failed at getting accepted into dental school, embraced working in IT and has gone broke becoming an ITIL Expert. Likes to jog, sing camp songs, quote Mel Brooks movie lines and make dumb jokes and loves working for an Israeli tech company where December 25th is a regular work day.