Published a special on ITIL

This month the Italian magazine "Computer Programming" is publishing an entire special dedicated to the Information Technology Infrastructure Library, co-written with my precious and inseparable assistant Dr. Ioana Codoban.
The 20-pages special has the purpose of giving a general view to this wide area that is coming to organize and to define best practices in the IT projects management. Particularly the 3 books "Infrastructure Management", "Service Delivery" and "Service Support" have been describied in their peculiarities.
Going beyond the mere theory exposition, the special tries to exploit our international CRM projects experience to offer the reader a view on the real application of best practices in the IT scenario.
Too often the technical and the business counterparts of a company lack of communication and comprehension.
In this sense the reader is also introduced to the wonderful world of IT business analysis and to the importance of its role for a sane and profitable success of a project.
A particular attention has been put on a parallel comparison between the ITIL service orientation the Customer Relationship Management. Can be the in fact ITIL be seen as the IT department CRM? Or is the CRM a possible tool to promote the IT? Or, differently, ITIL could be used as indespensable support to CRM?
In fact, what would be of CRM, without the operational level? Nowadays.. just nothing.