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IT service management is a relatively all-encompassing term. It means everything involved in the design, creation, delivery, management, and support of all the services your IT team offers to your organization and to external stakeholders.
Less senior BAs became Product Managers, while those Project Managers who did not become part of the Product organization were either staffed outside of IT or coached out of the accompany. Deliverymanagement was devolved, with teams given the freedom to choose their own product and requirements management practices and tools.
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