I attended Roadshow in Chicago (ITIL V 3 official LAunch). In conference, ITIL V 3 books were officially launched. There were presentations by all authors and lot of things were told about ITIL. It was very interesting to me as completely new framework of ITIL was launched. I was also curious to know more about COBIT, ITIL and other frameworks interaction. As Sharon Taylor, Chief Architect of ITIL told they are going to publish a separate book on this topic.

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Hi,

I have attached an article which discusses organizational change in marketing function.

Case study discusses new trend begun in marketing domain towards centralization and customer focused approach due to changing needs of customers.

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Hi,

In case of Service Organization, the business comes by serving customers efficiently and in the way which generates Value for client. But how Service Organization comes to know what client expects from them? This is nothing but mutual agreement between Client and Service Organization on the quality, quantity and other aspects of service been provided. This is nothing but a document called as Service Level Agreement(SLA). Not complying with SLA will create big impact on company's reputation and also impacts company's business. To ensure SLA is exactly replicating company's capability while writing SLA some best practices must b kept into mind.

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Shared services in the case of the IRS case study -- we learned how shared service changed picture of organization and became an important part of business model which emphasises on sharing resource rather than duplicating the same.

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Hi,

you must have heard about terminologies ITIL and ISO20000  but where does they fit?

Check this link. 

http://20000.fwtk.org/20000-itil.htm

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