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Whether you're using ITIL (in any version) or just good IT Service Management (ITSM) there is centre to the ITSM in your business. Irrespective of new tools, new technologies and new strategies this centre still remains the constant. And despite the changes your business goes through this centre still needs to remain the beating heart of ITSM for your organisation, absorbing all the changes around it and making sure that not only do the lights stay on, but they are as efficient and effective as possible.