div class=ts-pagebuttonPage 1button div class=ts-image amp-img class=ts-thumb alt=Page 1: ITIL 2011 - The Big Picture v23 - CFN Consult · Gap analysis Benchmarking Service measurement Metrics and scorecards Service reporting SWOT Return on investment Technical documentation src=https:reader030vdocumentsnetreader030viewer20220409145e8a40384ed8f65f8a272a41html5thumbnails1jpg width=142 height=106 layout=responsive amp-img divdiv