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ITIL - Information Technology Infrastructure Library - is gaining steam in corporate IT shops in the United States. An import from the United Kingdom, ITIL is a set of rules for how to deliver IT services more efficiently. What does that all mean for you? We're joined by Mark Bradley, a network manager for a large financial services firm and one of the authors of "Implementing Service and Support Management Processes: A Practical Guide" from the Help Desk Institute.
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