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IT organizations are challenged to deliver effective services to constituents and end users who align with business priorities and who can change quickly to meet evolving requirements. At the same time, pressures continue for operational efficiency, cost containment, and a secure and reliable operations base. ITIL provides a widely adopted best practices approach to ITSM based on business and IT integration and featuring a comprehensive service management life cycle. SAP is taking a mainstream approach by basing its IT service optimization solutions on ITIL principles and by seeking to incorporate ALM and SOA enablement as major components.
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