Running and Optimizing the Business of IT: The SAP Best-practices Approach
IT has long been seen as one of the best ways to address the challenges of the business environment. Yet the complexity and rigidity of IT infrastructure keep

free sap training manual  to reduce costs and free up resources to focus on higherlevel activities. This is the idea behind IT service management (ITSM) . While many IT organizations have yet to move forward in this regard, interest in and awareness of the potential benefits are growing. A recent IDC survey asked CIOs, IT managers, and IT professional staff to rank the importance of key drivers for adopting IT process standards or best practices. As Figure 2 shows, drivers include improving security, lowering IT operational

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