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Use of ITIL Philosophy in support environment

Bob AndersonITIL's Processes Help Support Environments

Bob Anderson of CAI, Inc. uses the following question to provide excellent insight into the use of ITIL in a support environment: How would ITIL framework be applicable in such environments? Which functions and which processes do you think would be more relevant to implement to make our services ITIL compliant? Anderson's response, which goes well beyond answering the question and delves into the how and why of the support environment, gives an expert's insight into ITIL.

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