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The University of Oxford and ITIL Case Study

Andrew Dixon

August 2020

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The University of Oxford’s IT Services is responsible for a prodigious number of IT services. In 2015, the SMO realized that they were too project-focused, where they should have been service-oriented. The new SMO leader, Andrew Dixon, used ITIL® 4 to help evolve the team and their ways of working. This case study explains how.

Want to learn more about ITIL 4 and how it can future-proof your organization?
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Introduction
The Service Management Office at the University of Oxford
Designing the Service Catalogue and Defining Roles
People and Culture
Introducing ITIL 4 to the University of Oxford
IT Services: Providing Business Continuity in Real Time
Supporting the IT Profession
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