Chapter 1: Lesson 2: ITSM / ITIL Key Concepts, Downloadable Video
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- Copyright 2011
- Edition: 1st
- ISBN-10: 0-13-265320-6
- ISBN-13: 978-0-13-265320-6
This lesson covers the key concepts of ITSM/ITIL including Service Management, Process Model, Process Characteristics and the RACI Model.
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