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World Class IT Service Delivery by Peter Wheatcroft

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THE IT INFRASTRUCTURE LIBRARY

The ITIL is the defacto framework that documents best practices in IT service management. ITIL was originally developed in the 1980s through sponsorship by the Central Computer and Telecommunications Agency (CCTA), and the UK government has retained ownership ever since in the guise of the OGC. It is not, however, a framework that is specific to government and it is certainly not a standard that applies only to the UK. ITIL is a truly international standard that is applicable to commercial organizations as well as to government bodies and much of the content has been written by experts from the IT industry across the world. As a result, ITIL is the most widely accepted approach to service management and has supplanted ...

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