Adelle McIlroy of GTSI Corp offers resellers and systems integrators a better understanding ITSM (IT service management) and ITIL (IT infrastructure library) services they could be offering to customers in part one of SearchSystemsChannel.com's three-part podcast series. This podcast will cover key terminology and backgrounders, and ITSM and ITIL support services. Specific topics to be discussed include the following:
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- ITSM process areas and how they interconnect
- History of ITIL framework
- What ITSM can and can't do
- What's to come in ITIL V3