Pittsburgh is the second largest city in Pennsylvania, USA. Its city government’s Innovation and Performance (I&P) department delivers technology services and support for over 3,500 city workers. However, until recently the quality of the IT services and support was lacking. ITIL 4 service management best practices was adopted to improve the quality of the IT services and support.
This paper will examine the problems that the I&P department faced and how they decided to resolve those issues. This paper will explore how ITIL was adopted, the result of that adoption, and the role ITIL played in the recent Covid-19 pandemic.
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