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This paper explores the concept of experience level agreements (XLAs), explains how this is addressed in ITIL 4, and provides practical recommendations.

This paper describes how ITIL 4 is evolving from process-based thinking to an approach which includes the four dimensions of service management.

This white paper uses fictional case studies to illustrate the key elements of ideal relationships between services, IT management, and non-IT domains.

This paper outlines how a different approach to the implementation and development of ITSM tools can help IT organizations reap their many potential benefits.

This paper shows how ABC of ICT card set can be used to assess and address the attitude, behaviour and cultural aspects of an ITSM improvement initiative.

The trend towards outsourcing continues, with more substitute service providers becoming available for technology support. Is it any wonder that customers' expectations of excellent service are on the rise?

This paper discusses the impact of cloud on ITSM and ITIL roles and how it can help organizations provide a better service for their customers.

This White Paper uses ITIL service management best practices to explain the principles of providing services to business customers that are fit for purpose.

This paper explores what enterprise agility is and offers a summary of how the AXELOS AgileSHIFT product can offer valuable guidance and support in this area.

This white paper discusses the similarities and synergies between the ITIL 4 and COBIT 2019 frameworks as well as their differences.