itsm itil it transformation it4it enterprise architecture togaf organisational change enterprise architecture for itsm service oriented architecture based itsm framework practical itsm transformation action research disruption it service management certification cobit implementing itsm tools bio it operating model implementing service now next generation it operating model implementing remedy bi-modal it innovation value stream sfia two speed it next gen it operating model supply chain itil foundation it service management systems iso 20000 remedy enterprise architecture awards hr csi continual improvement sukumar daniel tesco kotter\'s framework transformaton
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