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Many infrastructure and operations (I&O) leaders have modeled their support organizations on ITIL frameworks and processes. ITIL has been very helpful in establishing compliance and control but has proven brittle in adapting to the age of the customer, which demands a new culture of speed, collaboration, and customer focus. This report shows I&O leaders how to use their investments in ITIL training and organizational structure to meet today's challenge: reconfiguring their people, processes, and technologies to win, serve, and retain customers.
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