Introduction to ITIL V3 provides a quick overview of ITIL, its objectives, key content areas, qualifications scheme, and core publications. The guide also discusses the key principles of IT Service Management.
 The paper examines the business use of web 2.0 – what is web 2.0 and what makes it different from both business and technological perspectives? What is the value proposition of web 2.0 and how businesses can best leverage it?