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IT operations have moved from backstage to center stage with the increasing importance of Business Service Management (BSM). Effective IT service delivery is the baseline for successful business service delivery. Improved management processes based on the Information Technology Infrastructure Library (ITIL), along with the strategic use of Configuration Management DataBases (CMDBs), have driven IT management processes into completely new territory. This development has been an evolutionary process. The first step was a shift away from a purely IT infrastructure-optimization focus to a more IT service-optimization perspective. This initial shift necessitated more automation in IT operations to support Service-Level Agreement (SLA) expectations and has ultimately resulted in IT operations management processes actually driving overall business service solution processes.
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