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itsm change management itil organisational change project management itsm implementation continual service improvement it strategy business strategy itsm improvement service operation incident management itsm processes abc of ict cobit service design service desk it governance cultural change kotter organisational change projects cmdb service catalogue 2nd line support 1st line support communication strategy itil framework it service management out of hours support change advisor board cab desktop support communication apps it service management devops mobile apps it support leadership agile cloud prince2 cobit governance service transition csi it resource cyber resilience iso20000 itil certification software asset management process re-engineering lean it cycle of change technical support service desk assessment consulting itsm tool selection service strategy change project itil process maturity mendix business application it management itil lifecycle greiner curve golden circle organisational development itsm initiative business plan outsourcing managed service service introduction service design package transformation cloud strategy cloud computing erp itsm programme service asset service level management service continuity configuration management information technology enterprise strategy enterprise architecture people obashi service desk analyst itsm simulation iso business relationship management compliance release management improvement programmes operational management itil practitioner change process stakeholder management metrics business value problem management itl program manager