Although it’s clear (at least in theory) that the addition of various ITIL roles can improve the quality of an organization’s services, it should be noted that internal conflict among these “roles” is still very likely to occur. Nearly everyone involved in the IT profession is aware of the fact that ITIL certification is among one of the best ways to prepare an individual or group to deal with virtually any infrastructure-related issue(s). When an ITIL-rich approach is adopted by an IT group, a variety of roles are created for which individuals are tasked with presiding over…
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