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Today, many organizations are shifting their IT focus from day-to-day technical operation of back-office infrastructure to delivering high quality services that their users or customers require. For most, this means a shift from technology management to service management - known as IT Service Management (ITSM) - typically using the most widely accepted approach or process framework called ITIL (IT Infrastructure Library). For the mobile workforce that relies on BlackBerry smartphones to stay connected and reliably perform their business function anywhere, any time, the strategy of Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL.
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