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ITIL V3 Roles and Responsibilities. How does your organization match IT roles to ITIL roles? It is with incredible ease, yet depth and understanding that this book ploughs through the important issues that concerns not only HR managers and CIOs, but anyone who wants to climb up the ladder. It explains how you got to balance your IT staff (process managers and specialists) and why it is so vitally important to mix people on the right combination of processes and projects (brains, grey hair and procedure projects) as this builds up the organization's human capital, and provides the means and profitability to continue to align with business objectives and grow. This book is not filled with theoritical babble but practical and useful information, knowledge and experience! The book is divided into six parts : CSI, Service Design, Service Operation, Service Strategy, Service Transition and ISO/IEC 20000. All in all it comprises of 52 documents.