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| Section | Objectives |
|---|---|
| ITIL Practices Overview | - Incident management - Service level management - Change enablement - Service desk - Problem management |
| Four Dimensions of Service Management | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
| Key Concepts of Service Management | - Value and value co-creation - Service relationships and outcomes - Organizations, service providers, service consumers |
| ITIL Service Value System (SVS) | - Service value chain - Opportunity, demand, and value - Governance - Guiding principles - Continual improvement |
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