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Baltzan,P. & Phillips, A., 2010. Business Driven Technology, 4 th edition . USA: McGraw-Hill. 8

Baltzan,P. & Phillips, A., 2010. Business Driven Technology, 4 th edition . USA: McGraw-Hill. 9

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Baltzan,P. & Phillips, A., 2010. Business Driven Technology, 4 th edition . USA: McGraw-Hill. 11

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Ruijs, L. & Schotanus, A., 2002. Managing the delivery of business information. Van Bon, J., ed. In The Guide to IT Service Management . Great Britain: Addison-Wesley 13

Ruijs, L. & Schotanus, A., 2002. Managing the delivery of business information. Van Bon, J., ed. In The Guide to IT Service Management . Great Britain: Addison-Wesley 14

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Capacity Management Availability IT Service Service Delivery - Management Continuity Provide quality, cost- effective IT Services Service Level Financial Management Management Release Configuration Management Management Service Support - Provide stability and flexibility for IT Change Incident service provision Management Management Problem Security Management Management Source: ITIL Foundation Course V1.0M: introduction to ITIL , 2004. 19

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1980’s: 2000’s: 1990’s: CCTA (Central OGC (Office for Rapid adoption in Computer Government UK and Europe &Telecoms Agency) Commerce) 21

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van Bon, J., et al., 2007. Foundation of IT Service Management based on ITIL V3. Zaltbommel: Van Haren Publishing. 25

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