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Introduction to Service Management

ITIL’s best practices are based upon the practical experience of thousands of organizations from around the world. Adopting these practices in a highly effective and efficient way requires not only a sound understanding of ITIL best practices themselves, but also an understanding of the underlying concepts and principles. The IT service management (ITSM) professional who assimilates these key principles will be in a much better position to achieve maximum success in service management. This white paper covers the following topics:

  • Using ITIL – commit to adopting a service‑oriented, customer‑focused culture. Then understand ITIL best practices and apply critical thought to adapting these best practices to your organization
  • Understanding that services are a means of delivering value to customers by facilitating outcomes.
  • Transitioning from a technology delivery model to a service delivery model

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