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

define hrm practices  with ITIL-aligned standards that define a wide range of operational tasks critical for smooth day-to-day IT operations. They focus on areas such as: End-user support Change management Application management Business process operations Custom development management Technical operations Infrastructure management For the implementation of what SAP calls End-to-End Solution Operations, Run SAP provides a set of tools and resources that are depicted in Figure 5. SAP also offers training and certification to

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