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Pacific Life always has been known as an early adopter of technology. The goal was to exploit economies of scale; reduce support, maintenance, and training needs; improve quality while reducing complexity; and optimize reusability throughout the company. Early on, the Information Technology Services group identified incident, problem, and change management as critical areas of focus for transformation. The company partly attributes these successes to IT Infrastructure Library (ITIL) best-practice processes and the deployment of IT service management solutions from BMC Software.
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