| 1.1-IT Service Management |
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| 1.2-Service Strategy Principles |
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| 1.3-Service Strategy |
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| 1.4-Challenges, Critical Success factors and risks |
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| 2.1-Service Design |
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| 2.2-Service Design Principles |
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| 2.3-Service Design Processes |
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| 2.4-Challenges, Critical Success factors and risks |
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| 3.1-Service Transition |
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| 3.2-Service Transition Principles |
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| 3.3-Service Transition Processes |
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| 3.4-Challenges, Critical Success factors and risks |
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| 4.1-Service Operation |
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| 4.2-Service Operation Principles |
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| 4.3-Service Operation Processes |
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| 4.4-Challenges, Critical Success factors and risks |
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| 5.1-Continual Service Improvement(CSI) Principles |
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| 5.2-CSI Process |
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| 5.3-CSI Methods and Techniques |
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| 5.4-Organizing for CSI |
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| 5.5-Technology considerations |
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| 5.6-Implementing CSI |
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