The ITSM Playbook® by Rina Brahmbhatt

The ITSM Playbook®: Build a future proof tech career in IT Service Management

Are you worried that AI will make your job obsolete? I used to hear that question and worry. Now I know the truth: as technology gets smarter, our human skills in judgment, strategy, and communication don't just matter more—they become exponentially more valuable.

The ITSM Playbook® because it’s the guide I wish I had when I started my own journey from a customer service counter at the Post Office to a global IT leader. This isn't a dry technical manual full of jargon. It’s a real-world career story and an action plan designed to give you a direct path into the hidden half of the tech industry.

Is this playbook for you?

• You're a recent graduate who wants a clear, structured career path in tech with predictable progression.
• You have a background in customer service, business, or administration and want to break into a tech career without needing a computer science degree.
• You're already in an IT role but feel stuck, directionless, or like every day is the same deja vu meeting.
• You're a manager or director who needs to build a high-performing team that bridges the gap between technical work and real business value.

What's Inside?

This is more than a book; it's a complete career toolkit. Here’s what you’ll get:

• A Step-by-Step Career Roadmap: Three distinct, actionable paths for recent graduates, career-changers, and existing tech professionals to enter and thrive in ITSM.
• The Complete ITSM Skillset: Master the "uniquely human skills" of communication, leadership, and strategic thinking that AI can’t replace and command a premium salary.
• Frameworks Decoded: A simple, jargon-free guide to the essential blueprints like ITIL, Agile, and COBIT, showing how they actually deliver business value.
• Real-World Scenarios: "A Day in the Life" narratives from actual ITSM professionals—from Service Desk Managers to Program Managers—so you know what you're really in for.
• Job-Winning Strategies: Proven advice on crafting your resume, mastering LinkedIn, and acing the interviews for your first (or next) ITSM role.

What Readers Are Saying

“As I read the book, I felt like if I was conversing with Rina. Her encouragement and that educational energy is contagious” - Inas Taha, ITSM Architect, USA.

“This is an excellent book! I wish this book was available a decade ago. I wish this book had been available when I started out all those years back; at least then I’d have had a more informed idea of the world I was joining!” - Tim Hughes, Service Architect, UK.

“Personally, I am not a person to read much or fast, but your writing style fits perfectly. It’s easy reading that keeps the attention active. Superb!” - Dennis Lindemans, Service Delivery Manager, Netherlands.

About the Author

Rina Brahmbhatt doesn’t just teach ITIL. She transforms how people think about technology. She believes technology should serve humans. She is the host of the @ServiceNotes podcast and a professor who practices what she teaches.

Stop wondering if you have a future in tech. This playbook gives you the map. This is your first step if you're ready to build a purposeful, financially rewarding, and future-proof career.