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This presentation contributed by Spyros Ktenas
ITIL is the most widely recognized framework for ITSM in the world. In the 20 years since it was created, ITIL has evolved and changed its breadth and depth as technologies and business practices have developed.
Contents:
Introduction
ITIL vs ISO/IEC 20000
Service
Service Provider
Stakeholders
Service Management
IT Service Management
Processes
Functions
Roles
Communication
Risk Management
Service Automation
Competence and training
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Summary
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