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ITILŪ and IT service management have been practised successfully around the world for more than 20 years. ITILŪ is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL both to Foundation Examination candidates and to people simply looking to gain a practical understanding of IT service management. This new edition is compatible with the 2011 update to ITILŪ. It includes the following additional processes: business relationship management; design coordination; strategy management for IT services; transition planning and support. An ITILŪ licensed product.
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Dr Ernest Brewster is a champion of ITIL Service Management. Richard Griffiths is an ITIL trainer. Aidan Lawes is an authority on service management and co-authored ISO/IEC 20000. John Sansbury is a principal consultant and head of practice for service management.
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