Itil Overview Johannesburg November 2009

ITIL V2/V3 – An Overview

Primer on ITIL V2 and V3 and the Current State of Adoption

Global Prospectus ITIL Conference
Johannesburg, South Africa

November 2009
© 2009 IBM Corporation

ITIL Overview Agenda

11 IT Service Management (ITSM)
IT Service Management (ITSM)

22 Background of ITIL
Background of ITIL

33 Components of ITIL V2 and V3
Components of ITIL V2 and V3

44 Current State of ITIL Global Adoption
Current State of ITIL Global Adoption

55 ITIL Certifications
ITIL Certifications

66 What is Coming Next with ITIL?
What is Coming Next with ITIL?

2 2 © 2009 IBM Corporation

ITIL Overview Session Objectives

Understand what is IT Service Management

Understand the background of ITIL

Define the components of ITIL V2 and V3

Understand how IT organizations are adopting ITIL V2 and V3

Define the role of certification in ITIL

Learn what is coming next in ITIL


Introduction

•Bob Ryan
robryan@us.ibm.com
(703) 627-9814

http://www.thebusinessofitbook.com

•Tim Raducha-Grace
Raducha.grace@us.ibm.com
877-813-1428


ITIL Overview Session Agenda


Background of ITIL



ITIL Certifications



What is IT Service Management?

Who is the customer and who is the provider?

Service Management starts with understanding the customer and works
backward into the management changes needed in operations and then within
development

What is the customers business model and what do they need?

What services are provided / how do you transform your own assets into value
for the customer and how well do you help your customer transform their assets
into value?

How do you manage those services throughout their lifecycle?
(Management Processes)

How well do you manage those services?
(Best Practices)


IT Service Management is Evolving and Relatively Immature

Core Service Management Limitations
The human understanding of service management
service management architectures
service management governance
policy directed automation and decision making
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ISMA, ITPM, ITIL, PRMIT, eSCM, COBIT, ISOIEC20K, SSME


How Does ITIL Define IT Service Management?

ITIL defines service as:

…a means of delivering value to customers by facilitating outcomes customers
want to achieve without the ownership of specific costs and risk.

ITIL defines service management as:

…a set of specialized organizational capabilities for providing value to
customers in the form of services.

IT organizations use ITIL to develop, acquire or improve their

- Processes
- Methods
- Functions
- Roles
- Activities




Background of ITIL



ITIL Certifications



ITIL is a Relatively New Framework That Continues to Evolve
as More IT Organizations Adopt Its Practices

Office of Government Commerce (OGC)
Own ITIL, Copyright holder
Formerly the Central Computer and Telecommunications Agency (CCTA)

The Stationery Office (TSO) – OGC’s official publisher

APM Group – OGC’s official accreditor (also ISEB, EXIN, training providers…)

IT Service Management Forum (itSMF)
Independent international forum promoting ITSM best practices – members
from many companies including IBM and its major customers and competitors
Own an ISO 20000 Certification Scheme and the Institute of Service
Management (IoSM)

International Organization for Standardization (ISO) – own ISO 20000


ITIL has been in existence since the 1980s

1980s
– OGC began its project to gather information on how IT shops operated
– First set of ITIL books published

Early 1990s
– Library of ITIL v1 completed

Late 1990s
– ITIL v2 published
– ITIL introduced to North America in 1997

May 30, 2007
– ITIL v3 Published


What is the IT Infrastructure Library (ITIL)?

ITIL is a framework for service management. The processes described in ITIL
exist to improve efficiency (cost) and effectiveness (quality) of IT services. This
includes the planning, delivery, and support of those services.

At its heart, ITIL is nothing more and nothing less than a collection of best
practices. It was born in the UK when the Office of Government Commerce
(OGC) asked a number of organizations how they perform IT services.

ITIL is not:
– A “how to” manual
– Proprietary
– Vendor-specific
– The complete solution


What is the official internet website for ITIL?

The official ITIL site:

www.itil-officialsite.com

The OGC best practices site for ITIL practices:

www.best-management-practice.com

The UK Office of Government Commerce site:

www.ogc.gov.uk

IT Service Management Foundation

www.itsmfi.org


ITIL Project Goal and Objectives

Declared as the ISO20000 Standard for IT process framework

ITIL is relevant for all Verticals (Healthcare, Government, Education, etc.)

Continues to grow internationally; the US is actually behind the ITIL curve when
compared to Europe

The US and Canadian governments will soon require IT contractors to use ITIL,
as will several large companies (e.g., General Motors) [source: Pink Elephant]

Forrester Research: By 2008, ITIL will be the “de-facto” standard for IT
departments worldwide

Gartner: Embracing an IT Service Management strategy (e.g., ITIL) can cut the
cost of IT ownership by 50%


ITIL Continues to be Adopted Globally as Evidenced by the Number
of ITIL Exams Administered in 2005 With a Annual Growth Rate of 20%

Source: Pink Elephant



Background of ITIL



ITIL Certifications



ITIL V2 is a Library of Books Regarding IT Service Management
Best Practices

Source> OGC

ITIL V2 Focuses on Ten Business Processes and One Function

IT Service Management
Service Support Service Delivery
1. Service Desk 1. Service Level Management
2. Incident Management 2. Financial Management
3. Problem Management 3. Availability Management
4. Configuration Management 4. Continuity Management
5. Change Management 5. Capacity Management
6. Release Management


ITIL V2 is a Library of Books Regarding IT Service Management
Best Practices

Service Desk function, Incident, Problem, Configuration,
Change and Release Mgmt processes required for
ongoing support and maintenance of IT services

Guidance helping IT services personnel align Processes required for planning and delivery
activities with business needs to deliver the of quality IT services, Service Level, Financial,
greatest value and benefits Availability, Capacity and Continuity Mgmt

Managing the financial aspects Planning, implementation,
of software assets and licences maturity analysis, improvement
in the IT infrastructure of Service Mgmt Processes

The whole application lifecycle of Application
Iterative planning, implementing, evaluating
Devt, interaction with IT Service Mgmt and
and maintaining security controls; handling
business alignment to ensure best ROI
security incidents and reporting

All aspects of ICT infrastructure business requirement
definition, tendering, design, planning, testing, installation,
deployment, operations, ongoing support and maintenance


ITIL V3 Core Publications

Service Strategy
– Provider Types, Strategy, Portfolio, Service
Product, Market, Complexity, Sourcing
Service Design
– Integrated Service Design, Service Package
= Service Utility + Service Warranty
– Service Warranty = Service Level
Management driving Availability, Capacity,
Continuity, Security & Financial Planning
– Service Portfolio & Service Catalog
– ITIL V2 Service Delivery + Application
Management = ITIL V3 Service Design
Service Transition
– Change, Release, Configuration, Asset,
Knowledge, Transition, Organizational and
Cultural Change Management
– Federated, Integrated systems as opposed
to monolithic databases
Service Operation
– Monitoring, event, incident, request,
problem, identity & access management
Continual Service Improvement


ITIL V3 is Being Adopted Globally

The Bottom Line: ITIL competence is table stakes to bid for and win managed
services engagements. Service providers that ignore the need to speak ITIL
fluently do so at the peril of their managed services revenue.
Yankee Group, ITIL and the Future of Managed Services

IT service management (ITSM) is now widely recognized as a critical enabler
of dynamic IT infrastructure environments. All major IT management
software vendors, including BMC Software, CA, IBM and Hewlett-Packard
Copyright:
(HP) acknowledge the need to support internationally recognized best
The UK Government, The Office of
practices such as ITIL and ISO 20000.
Government Commerce
OVUM Vendor Report Card
Publisher:
The Stationary Office, commercial
service organization ITIL Penetration Is Moving Faster than You Might Think.
The Books: IDC
ITIL Books
Education: … and ITIL guideline implementation represent particularly strong
The APM Group, personal certification processes/functional areas IBM should focus investments in offering
programs development and go-to-market
User Group/Forum: IBM Market Intelligence
IT Service Management Forum itSMF


ITIL V3 Core Publications and Processes/Functions

Continual
Strategy Design Transition Operation Improvement

Service Strategy Service Portfolio Mgmt Change Mgmt Monitoring & Event Mgmt Measurement & Control

Service Asset &
Market Intelligence Service Catalog Mgmt Incident Mgmt Service Measurement
Configuration Mgmt

Knowledge Mgmt & a Request Fulfillment Service Assessment &
IT Financial Management Service Level Mgmt
service knowledge system (standard changes) Analysis

Service Release & Process Assessment &
Service Portfolio Mgmt Capacity Mgmt Problem Mgmt
Deployment Planning Analysis

Performance and Risk Service Level
Demand Management Availability Mgmt Access Mgmt
Evaluation Management

Risk Management Service Continuity Mgmt Testing Service Desk Improvement Planning

Information Security Mgmt Acquire, Build, Test Infrastructure
(ISO 27K, ISO 20K) Release Management

Service Release,
Supplier & Contract Mgmt IT Operations
Acceptance, Test & Pilot
Deployment,
Processes Organizational Change & Facilities
Decommission and
Communications Management
Transfer
Functions


ITIL V3 Processes are Decomposed into Nine Components

1. Purpose/Goal/Objective
2. Scope
3. Value to Business
4. Policies, Principles and Basic Concepts
5. Process Activities, Methods and
Techniques
6. Triggers, Inputs, Outputs, and Interfaces
7. Information Management
8. Key Performance Indicators
9. Challenges, Critical Success Factors, and
Risk


ITIL V3 Processes Cut Across the ITIL Service Lifecycle


ITIL V3 IT Service Lifecycle

Source> OGC


The ITIL V3 Service Lifecycle Supporting Publications

ITIL Publications Structure
Governance Methods
s
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ill da
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ge
& s
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ig
– Introduction to the ITIL Service Lifecycle
ed nm
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•Service Strategy (SS)

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•Service Transition (ST)

t d
t d
tu d
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ie s
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•Service Operation (SO)
c ia l t
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•Continual Service Improvement (CSI)

Templates
Complementary Publications
– Support for particular market sector or
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technology
u
u
uti
v
v
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it y

Web
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Int

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– Value added products, process maps,
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templates, studies
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Qualifications

Core Complimentary Industry Variation

Key Differences Between ITIL V2 and V3


ITIL V3: Service Strategy

Service Strategy Value of a service
– Audience: – From the Customer’s perspective, value has two
– IT Managers, Consultants, aspects
Practitioners, Outsourcers, •Fitness for purpose, which is utility
Vendors •Fitness for use, which is the warranty
Utility of a service
– Utility is what the Customer gets. It is derived from
the attributes of a service that have a positive effect
on performance or desired outcomes
– Removal or relaxation of constraints on
performance can also be a positive effect
There are four main activities in Service Strategy – Utility increases the performance average
– Define the market Warranty of a service
– Develop the offerings – Warranty is the assurance that some products or
– Develop the strategic assets services will be provided, and the way they are
provided will meet certain specifications e.g.
– Prepare for execution
available when needed, in sufficient capacity and
magnitude, and dependably in terms of continuity
and security
– Warranty reduces the performance variation

Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007


ITIL V3: Service Strategy Value Creation

Source> OGC


ITIL V3: Service Strategy/Service Portfolio

Source> OGC


ITIL V3: Service Strategy – Financial Management


ITIL V3: Service Strategy/Service Portfolio

Source> OGC


ITIL V3: Service Strategy/Business Impact Analysis

Source> OGC


ITIL V3: Service Design

Service Design Scope
– Audience: – Converts strategic objectives into portfolios
– IT Managers, Consultants, of services and service assets
Practitioners, Outsourcers,
Vendors
– Develops policies, architectures, portfolios,
– Guidance on the design & development of
•Services and service models
•Sourcing models (insource, outsource,
shared services and co-source)
•Service Management processes and
Objectives methods
– Design a new or changed service for – Changes and improvements necessary to
introduction into the live environment increase or maintain value
– Ensure there is a holistic approach to all – How to decide what to do and how to do it
aspects of design
– Consider all aspects when changing or
amending any of the individual elements of
design.



ITIL V3: Service Design (cont’d)

Service Catalogue Management – to produce IT Service Continuity Management – to ensure
and maintain a Service Catalogue containing that required IT technical and service facilities
accurate information on all operational services (including computer systems, networks,
and those in preparation applications, data repositories,
Service Level Management – negotiate, agree telecommunications, environment, technical
and document appropriate IT service targets with support and Service Desk) can be resumed
representatives of the business, and then
within required and agreed business timescales
monitor and report on the service provider’s
ability to deliver the agreed level of service Information Security Management – to align IT
Capacity Management – to ensure that cost security with business security, and ensure that
justifiable IT capacity in all areas of IT always information security is effectively managed in all
exists and is matched to the current and future service and Service Management activities
agreed needs of the business, in a timely Supplier Management – to manage suppliers
manner and the services they supply, to provide
Availability Management – to ensure that the seamless quality of IT service to the business,
level of service availability delivered in all ensuring value for money is obtained.
services is matched to, or exceeds, the current
and future agreed needs of the business, in a
cost-effective manner



ITIL V3: Service Transition

Service Transition Objectives
– Audience: – Plan and manage resources to successfully
– IT Managers, Consultants, establish new or changed service in
Practitioners, Outsourcers, production within predicted costs, quality,
Vendors
time estimates
– Ensure minimal unpredicted impact on
production services, operations and support
organization
– Increase customer, user and service
management staff satisfaction with Service
Scope Transition practices including deployment of
– This book provides guidance for the new or changed service, communications,
development and improvement of release documentation, training and
capabilities for transitioning new and knowledge transfer
changed services into the production – Increase proper use of the services,
environment underlying applications and technology
– It focuses on the broader, long-term change solutions
management role and release practices, so – Provide clear and comprehensive plans that
that risks, benefits, delivery mechanism and enable the customer and business change
the ease of ongoing groups engaged in projects to align their activities with the
different parts of the Service Lifecycle. Service Transition plans.



ITIL V3: Service Transition (cont’d)

Change Management – to ensure that changes Release and Deployment Management – to plan,
are recorded, then evaluated, authorized, design, build, test deliver, distribute and deploy
prioritized, planned, tested, implemented, release packages and release units in an
documented and reviewed in a controlled effective, cost-effective and efficient way
manner Service Testing and Validation – establishing
Service Asset and Configuration Management – that the Service Design and release will deliver a
to define and control service assets and new or changed service or service offering that is
configuration items and maintain accurate fit for purpose and fit for use
configuration information on the historical, Evaluation – independently evaluating the actual
planned and current state of the services and performance of any service change against its
infrastructure. anticipated performance and identifying the risk
Knowledge Management – to ensure that the profile and deviations
right information is delivered to the appropriate
place or competent person at the right time to
enable informed decision making
Transition Planning and Support – To plan and
coordinate the resources to establish
successfully a new or changed service into
production within the predicted cost, quality and
time estimates



The ITIL V3 Service Knowledge Management System

CMIS – Capacity Management Information System –
contains all Capacity Management data, usually
stored in multiple physical locations.
AMIS – Availability Management Information System
– contains all Availability Management data, usually
stored in multiple physical locations.
KEDB – Known Error Database
CMS – Configuration Management System – A set
of tools and databases that are used to manage
Configuration data.
SKMS – Service Knowledge Management – The Configuration Management System
System – A set of tools and databases that are maintains one or more CMDBs, and each
CMDB stores Attributes of CIs, and
used to manage knowledge and information.
Relationships with other CIs.
– The SKMS stores, manages, updates, and DML – Definitive Media Library – One or more
presents all information that an IT Service locations in which the definitive and approved
Provider needs to manage the full Lifecycle versions of all software Configuration Items are
of IT Services. securely stored.

Source> OGC


ITIL V3: Service Operation

Service Operation Purpose
– Audience: – To coordinate and carry out the activities
– IT Managers, Consultants, and processes required to deliver and
Practitioners, Outsourcers, manage services at agreed levels to
Vendors
business users and customers
– To manage the technology that is used to
deliver and support services
– To properly conduct, control and manage the
day to day operations (using the well
Scope designed and implemented processes from
Service Design and Service Transition!)
– Execution of all ongoing activities required to
deliver and support services: – To monitor performance, assess metrics and
gather data systematically to enable
•The services themselves, performed by Continual Service Improvement
the service provider: an external supplier
of the user or customer of that service
•Service management processes
•Technology – Management of the
infrastructure used to deliver services
•People who manage the technology,
processes and services



ITIL V3: Service Operation (cont’d)

Event Management – An event can be defined as any
Service Operation Functions
detectable or discernable occurrence that has
significance for the management of the IT
infrastructure or the delivery of IT service and IT Operations
evaluation of the impact a deviation may cause to a Service Desk Management
services.
Access Management – is the process of granting
authorised users the right to use a service, while
preventing access to non authorised users.
Incident Management – The Process responsible for Technical Application
managing the Lifecycle of all Incidents. The primary Management Management
Objective of Incident Management is to return the IT
Service to Users as quickly as possible. Operations Control
Request Fulfilment – The term service request is used Facilities Management
generically to describe many types of demands that
are placed on the IT department by the users.
Problem Management – The Process responsible for
managing the Lifecycle of all Problems. The primary
Objectives of Problem Management are to prevent
Incidents from happening, and to minimize the Impact
of Incidents that cannot be prevented.


ITIL V3: Continual Service Improvement

Continual Service Objectives
Improvement – Review, analyse and make
– Audience: recommendations on improvement
– IT Managers, Consultants, opportunities in each lifecycle phase
Practitioners, Outsourcers, – Review and analyse Service Level
Vendors Achievement results
– Identify and implement improvement
activities to improve IT Service quality and
improve the efficiency and effectiveness of
ITSM processes
– Improve cost effectiveness of delivering IT
Scope Services
– The overall health of ITSM as a discipline – Identify and implement improvement
– Continual alignment of the portfolio of IT activities of the ITSM processes and
Services with the current and future supporting tools
business needs – Ensure applicable quality management
– Growth and maturity of the enabling IT methods are used to support continual
processes for each Service in a continual improvement activities, interpret and execute
service lifecycle model results
– Activities to support a continual process
improvement plan
– How to measure, interpret and take action



ITIL V3: Continual Service Improvement 7-Step Approach

Source> OGC




Background of ITIL



ITIL Certifications



What Version of ITIL are IT Organizations Using?

Source> Hornbill

What is the Current Level of Process Maturity in IT Organizations?

Source> Hornbill

What are the Critical Barriers to ITIL Adoption?

Source> Hornbill

How do IT Organizations Relate to Their Customers?

Source> Hornbill

How are ITIL V2 Processes Being Adopted?

Source> Hornbill

Are IT Organizations Using ITIL V2 or ITIL V3?

Source> Hornbill

Why Do IT Organizations Adopt ITIL V3 over ITIL V2?

Source> Hornbill

What are the Benefits of an ITIL V2 or ITIL V3 Adoption?

Source> Hornbill

Are the Five ITIL V3 Books Easy to Use?

Source> Hornbill



Background of ITIL



ITIL Certifications



ITIL Individual Certification Levels

APM Group – OGC’s official accreditor (also ISEB, EXIN)

http://www.apmgroup.co.uk/ITIL/Qualifications/ITIL3Qualifications.asp

1. Foundation Level - focuses on knowledge and comprehension to provide a good grounding in
the key concept, terminology and processes of ITIL.
2. Intermediate Level - There are two streams in the Intermediate level, the Lifecycle Stream and
the Capability Stream.

Lifecycle Stream Capability Stream

Service Strategy (SS) Operational Support & Analysis (OS&A)
Service Design (SD) Service Offerings and Agreements (SOA)
Service Transition (ST) Release, Control & Validation (RC&V)
Service Operation (SO) Planning, Protection & Optimization (PP&O
Continual Service Improvement

3. Expert Level - in addition to the Foundation Level, a number of intermediate units and the
“Managing Across the Lifecycle” (MALC) capstone course.
4. Master Level - This level of the qualification will assess an individual's ability to apply and
analyze the ITIL concepts in new areas, and is currently under development.

ITIL Certification Scheme

Source> OGC


Latest ITIL Announcement on ITIL V2

Removal of ITIL Version 2 will complete on 30 June 2011. Specific product withdrawal
will be as follows:
• V2 Foundation to cease 30 June 2010
• V2 Manager to cease 31 August 2010
• V2 Practitioner to cease 31 Dec 2010
• Foundation Bridge to cease 31 Dec 2010

All of the above will be available for re-sits until 30 June 2011

• Manager Bridge to cease 30 June 2011
• Service Support and Service Delivery publications will be removed on 30 June 2011.
Though in the later period these may only be available as 'print on demand' or in
electronic formats.
• Continued availability of all other ITIL Version 2 publications will be considered on a
case by case basis as they come up for reprint, with all being removed no later than 30
June 2011.


ITIL Organizational Certification – ISO/IEC 20000

itSMF created, and now manages the ISO/IEC 20000 IT Service
Management Certification Scheme (the scheme) which provides this
independent verification against ISO/IEC 20000. Operation of the scheme
is closely monitored by itSMF to ensure consistency of implementation.

Any organisation wishing to be formally certified against the scheme will
need to be assessed by an itSMF Registered Certification Body (RCB).
Once the requirements of ISO/IEC 20000 have been satisfied, the RCB will
issue a certificate of conformance and the organisation will be eligible to use
the itSMF ISO/IEC 20000 logo as a sign of their achievement (the logo
appears in the top right of this web site) and may also request a listing on
this web site, enabling instant verification by visitors.

Source> itSMF


ISO/IEC 20000 Certified Organizations – By Country

Japan 70
China 53
India 47
UK 45
South Korea 34
Germany 24
USA 23
Taiwan 16
Czech Rep 14
Switzerland 14
Hong Kong 10
Other 69

Total 419
(as of October 26, 2009)
Source> itSMF




Background of ITIL



ITIL Certifications



Latest ITIL Update – September 2009

ITIL v3 is about to be updated!!. However these are only minor updates according to the
OGC and therefore a 'new edition' will be produced based on feedback from the ITIL
community and not a new version of ITIL.

A Change Management approach has been adopted. An issues log has been used as
one input to ascertain what changes are to be made. A Change Advisory Board (CAB)
has provided the approval as to whether or not the proposed change is to be made. No
details have been provided as to who the CAB members were or their credentials.

One specific area of feedback from the Training community stated that the Service
Strategy book has been the most difficult to comprehend by 'Users'. Given the fact that
this book has been written by Academics who haven't been deeply involved or have
practical experience in the Service Management world, it is no great surprise.

Source> www.itsmnews.com


Latest ITIL Publications

ITIL V3 Guide to Software Asset Management
Updated inline with ITIL v3, this publication is appropriate for anyone involved in the governance,
management and use of software assets within an organization. It contains a practical approach to
the management of software assets.
ISBN: 9780113311064
Publication date: July 09

ITIL V3 Foundation Handbook
Pocketbook from the Official Publisher of ITIL (Pack of 10)
Now updated in line with the new 2009 syllabus, this reference revision guide has been designed to
help students sitting the Foundation Exam. The title provides a key reference aid for managers,
practitioners, vendors and consultants in the workplace and while travelling.
ISBN: 9780113311972
Publication date: June 09

ITIL V3 Small-scale Implementation
This new guide provides guidance to smaller organizations who wish to implement the ITIL guidance
or who are already using it and wish to improve their IT Service Management. This publication has
been updated inline with ITIL v3.
ISBN: 9780113310784
Publication date: 28th August 09
Source> OGC


Discussion
Discussion


Contact Information

•Bob Ryan
robryan@us.ibm.com
(703) 627-9814

http://www.thebusinessofitbook.com

•Tim Raducha-Grace
Raducha.grace@us.ibm.com
877-813-1428


Itil Overview Johannesburg November 2009

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