CONTENTS
Chapter 1: Introduction to IT Service Management
What is IT service management?
What problematic issues do IT departments commonly face?
What issues do businesses face through heavy dependence on IT?
How can professional IT service management help?
Chapter 2: Overview of ITIL 2011
What are the main benefits of using a framework, such as ITIL?
How many departments are needed to implement IT service management or ITIL?
How did ITIL start and evolve?
What were the main processes of ITIL Version 2?
What departments or staff are required for service strategy?
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