Using ITIL® at the IRS: a Business Journey


January 2011

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The Internal Revenue Service (IRS) is a bureau of the Department of the Treasury in the USA. In its five-year strategic plan covering the period 2009 to 2013, the Commissioner of Internal Revenue Douglas Shulman intends to succeed through investing in two strategic foundations – people and technology. After several months of research and analysis, ITIL was chosen as the preferred service management framework for the IRS to operate under. 

The beginnings
Making the training work
Going forward
Trade marks and statements
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