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| Section | Objectives |
|---|---|
| Topic 1: Introduction to IT Service Management | - The ITIL framework and service management approach - IT service management processes, functions, roles and responsibilities - The concept of good practice |
| Topic 2: The Service Lifecycle | - Service Transition
|
| Topic 3: Key ITIL Concepts and Terminology | - Utility and warranty - Service providers, customers and users - Governance and control concepts - Processes, functions and roles |
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