The purpose of this publication is to provide your organization with a pragmatic approach to effectively implementing service management, incorporating practices from the ITIL framework and the ISO/IEC 20000 standard.
Throughout this publication we will be using ITIL framework practices to demonstrate how to achieve superior operational excellence to meet your organizational business drivers. ITIL offers a globally accepted and proven set of leading practices, processes and roles spanning the IT enterprise.
Throughout this publication we will be using the ISO/IEC 20000 standard for IT service management, which complements ITIL well in demonstrating how to achieve superior operational excellence to meet your organizational business drivers.
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