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IT Service management standards such as the IT Infrastructure Library (ITIL) are of increasing importance to organisations around the globe. Although the actual number of organizations adopting ITIL is not known, there are many indicators of the growing awareness and adoption. For example, there are now 53 national chapters of the IT Service Management Forum (itSMF) with in excess of 100,000 members worldwide (itSMFI); itSMF conferences report increasing attendances each year; the demand for ITIL-qualified staff is increasing, accompanied by an exponential rise in the number of Foundation certificates granted. Organisations in at least 37 countries have become certified to the international standard which is based on ITIL (itSMF 2008).
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