Dr. Pratul Sharma has been working as an International Trainer, Mentor, Coach & Consultant for past many years after having a successful career in the Industry contributing in all important functions of Global Business Organizations (i.e. sales, presales, delivery, support and consulting etc) during his professional career of more than 2 decades. Dr. Pratul Sharma?s exposure to working Industry movers, good practices of IT Service Management and Project Management has enabled him to work closest to the minds of knowledge workers of today?s Industry. This book is a collection of Dr. Pratul Sharma?s real-life examples explaining the concepts of IT Service Management and ITIL which have proven to be the most important aspects of the learning journey of a service Industry professional. The examples quoted herein are from the author own experience. The book also provides some entering questions which may be pondered during client discussions or job interviews.