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IT Service Management

An Introduction

IT – Business alignment

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Aligning IT strategy with business strategy

Meeting business and user needs

Coping with change

Dealing with senior management

Managing costs, budgets and resources

Keeping up with technology

Recruiting and retaining staff

Time and resource management

Infrastructure management

Maintaining skills and knowledge

Parties Involved

Training & Certification

ITIL Model

ITIL Service Management

Participants in the ITIL Framework

The Service Support Set?= Interconnection between the processes =

The Service Delivery Set?= Interconnection between the processes =

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