Evidence that use of the ITIL framework is effective

Abstract

The Information Technology Infrastructure Library (ITIL) is a framework outlining best practice in ICT Service Management. To date, ITIL is the only comprehensive, non-proprietary, publicly available guideline for ICT Service Management (Pink Elephant, 2002). Although the OGC claims that the use of ITIL improves Customer Satisfaction and Service Quality… (More)

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Cite this paper

@inproceedings{Potgieter2005EvidenceTU, title={Evidence that use of the ITIL framework is effective}, author={B. Christo Potgieter}, year={2005} }