Executive Overview of End-user Request Management ITIL V3 and the Unified Service Model Common Service Definition AA5 - I1 EITM and the Use Case Factory CA World 2010 - customer success develop an ITIL-centric service focus to better align IT with the business CA World 2010 - leveraging cloud computing to build a lean change management process IT Demand and Delivery Management Information Mining and the CMDB 
