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Some years ago, I described ITIL - the Information Technology Infrastructure Library, an excellent resource for best practices in IT service management and operations. Other ITIL resources include a public discussion site and many documents and certifications which are described on the official site and the public site.
Today I am reviewing a well-known handbook that applies ITIL principles to system and network operations. Visible Ops Handbook: Starting ITIL in 4 Practical Steps by Kevin Behr, Gene Kim and George Spafford (2004) and published by the IT Process Institute (ITPI), is a superb little (5" x 7" x 84 pp) booklet available online for $20; a PDF version is also available for download.
We use this booklet in the Master of Science in Information Assurance (MSIA) program at Norwich University.
The book opens with a thought-provoking introduction that outlines the key problems facing IT operations...