IT departments/functions are expected to respond with speed in light of
new business opportunities, to demonstrate responsible financial management, and to satisfy internal staff and external customers. Businesses are demanding better and more disciplined provision of IT services to ensure smooth operation [Johnson, Hately, Miller, and Orr, 2007]. This level of service can be achieved through effective relationships and communication between IT and business. In response to these business demands, IT organisations are adopting service improvement initiatives such as the IT Infrastructure Library (ITIL®
).
IT departments/functions are expected to respond with speed in light ofnew business opportunities, to demonstrate responsible financial management, and to satisfy internal staff and external customers. Businesses are demanding better and more disciplined provision of IT services to ensure smooth operation [Johnson, Hately, Miller, and Orr, 2007]. This level of service can be achieved through effective relationships and communication between IT and business. In response to these business demands, IT organisations are adopting service improvement initiatives such as the IT Infrastructure Library (ITIL®).
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