| 1 |
1.1-IT Service Management |
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| 2 |
1.2-Service Strategy Principles |
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| 3 |
1.3-Service Strategy |
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| 4 |
1.4-Challenges, Critical Success factors and risks |
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| 5 |
2.1-Service Design |
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| 6 |
2.2-Service Design Principles |
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| 7 |
2.3-Service Design Processes |
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| 8 |
2.4-Challenges, Critical Success factors and risks |
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| 9 |
3.1-Service Transition |
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| 10 |
3.2-Service Transition Principles |
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| 11 |
3.3-Service Transition Processes |
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| 12 |
3.4-Challenges, Critical Success factors and risks |
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| 13 |
4.1-Service Operation |
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| 14 |
4.2-Service Operation Principles |
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| 15 |
4.3-Service Operation Processes |
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| 16 |
4.4-Challenges, Critical Success factors and risks |
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| 17 |
5.1-Continual Service Improvement(CSI) Principles |
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| 18 |
5.2-CSI Process |
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| 19 |
5.3-CSI Methods and Techniques |
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| 20 |
5.4-Organizing for CSI |
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| 21 |
5.5-Technology considerations |
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| 22 |
5.6-Implementing CSI |
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