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Management Toolkit

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ITIL Process Maturity Self-Assessment & Action Plan

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27 out of 50 users found this white paper useful


Publisher Pink Elephant
Publisher Registration Direct Access
Topics SLA, Service Level Management Date added 01 Sep 2002
Downloads 1158 popular Format 709.9KB PDF, requires Acrobat Rdr 5

This assessment and action plan is based upon the IT Infrastructure Library (ITIL) IT service management process framework and the Capability Maturity Model (CMM)/Software Process Improvement & Capability Determination (SPICE) models developed by the Software Engineering Institute at Carnegie Mellon University. Users can use this document to evaluate their organization's effectiveness in managing key activities described in the operational and tactical areas of the ITIL IT service management best practices framework.

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27 out of 50 users found this white paper useful


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