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Jumping on a moving train

By Macehiter Ward-Dutton
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Published January 2007

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Information technology has always been about service management. Ever since companies started using computers to automate their accounting and record-keeping, IT Operations has been striving to meet service criteria set by the business. 1970s computer bureaux were required by contract to meet specified service levels; in the 1980s, IT organisations conducted service level agreement (SLA) workshops; in the 1990s, they were deploying enterprise IT management frameworks to support service delivery.

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