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Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasized the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.
Concepts & Guidance includes:
- Business and technology drivers for improvement
- Business, financial and organizational improvements
- Methods, practices and tools
- Measurement and control
- Companion best practices
260 pages. Published July 29, 2011. Part of the ITIL Core Library, see ITIL Lifecycle Suite.