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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Introduction

IT service management is an increasingly important area of study for all IT professionals. IT managers are realizing that whatever the technology in use, the requirements to manage it efficiently and effectively and to deliver services that are aligned to the business requirements have never been more important.

The internationally recognized ITIL framework is the best-known approach to IT service management. The popularity of ITIL has spread around the world, with an enthusiastic take-up in the USA, India, the Middle East, and China in particular. For most IT staff members, the certification is now regarded as an essential addition to their resumes, with many job ads specifying the foundation certification as a mandatory requirement. ...

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