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IT Service Management
An Introduction
IT – Business alignment
?
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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