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Referencing Styles : Harvard
Section 1: The case study demonstrates that process maturity assessments reported Zurich’s service improvements. Based on the examples in the case study, identify three ITIL processes where improvements can be verified. Discuss the selected ITIL processes and their Key Performance Indicators (KPIs) for successful implementation as identified in the case study. (25 marks) Section 2: The Head of Service Management at the European Centre of Excellence states: “The first step in our [imp ...

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