ITIL is a widely adopted body of knowledge and best practices for successful IT Service Management that links with training and certification. ITIL 4 has evolved from the current version by re-shaping much of the established ITSM practices in the wider context of customer experience; value streams and digital transformation; as well as embracing new ways of working, such as Lean, Agile, and DevOps.
M. Spremic, Z. Žmirak, и K. Kraljevic. Proceedings of the 7th WSEAS International Conference on Software
Engineering, Parallel and Distributed Systems, стр. 187--192. Cambridge, UK, World Scientific and Engineering Academy and Society (WSEAS), (2008)
W. Hommel, S. Knittl, и D. Pluta. 15th International Conference of European University Information Systems (EUNIS 2009), Santiago de Compostella, (2009)