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cfn consult christian f. nissen it service management itil itsm processes roles responsibilities risk cobit configuration management system itil processes optimize risk value creation value weill and ross iso/iec 38500 enabling processes enablers it management it governance governance of it governance of enterprise it service level management itil foundation service level agreement sla change management service catalogue service portfolio services problem management incident management optimize resources realise benefits impact behavioral economics behavioral architect nudging nist it devops certification devops training devops controls devops practices devops concepts devops principles continuous deployment continuous test continuous integration continuous delivery lean devops cynefin best practice iso/iec 27001 iso/iec 31000 iso/iec 2000 preventive tool service desk tool acquisition tool selection architecture requirements definition vendor selection tool integration integration foundation data gartner data migration configuration customization out-of-the-box resilia cyber resilience information security cyber security segregation of duties controls control objectives threat vulnerability