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 that technology efficiently and effectively and to deliver services that are aligned to the business requirement 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 India, the Middle East, and China in particular. For most IT staff members, the certification is now regarded as an essential addition to their résumés, with many job ads specifying the foundation qualification as a mandatory ...

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