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It's All About Relationships: What ITIL Does Not Tell You by Kathy Mills, Suzanne Van Hove

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Introduction

As the ITIL framework matures and expands the definition of the processes and functions in a best practice organization, the process owners and managers, as well as the leadership, have to shift their discussions and perspectives. In early adopt and adapt initiatives, it was common practice to look at a single process and work towards the implementation and operationalization of that specific process. Typically, as the focus turned to the next process, the connection between the first process and the new one often was minimally defined or, even worse, the new process was designed to correct the “mistakes” of the preceding process. Slowly, our thinking has evolved.

However, with the complexity and number of processes in the current ...

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