IT Service Management and ITIL

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Executive Summary

The goal of this initiative was improved IT Service Management and optimized organizational design. Sierra Systems developed a business case, a roadmap and a set of detailed implementation plans for achieving the goal. Concurrently, authors used the Product Selection methodology to identify and review several software products and provided a recommendation for a Service Desk & IT Service Management software suite. Following the planning phase, Sierra Systems provided the lead for process and product implementation plus support for the new organizational design and implementation.

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