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ITIL Lifecycle Essentials by Claire Agutter

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PREFACE

I’ve been involved with ITIL® and IT service management for more than 10 years. In that time, I’ve worked in operational and consulting roles, before moving into fulltime ITIL training and certification. I’ve seen how happy customers are when IT works, and how angry they get when it doesn’t.

Looking at the books available, it seemed to me there was little practical guidance for the new ITSM practitioner. There are the ITIL core volumes and lots of Foundation pass guides, but these don’t add much value once your exam is complete.

This book contains everything you need to know to pass the ITIL Foundation Certificate in IT Service Management, but much more as well.

I’ve covered key processes and concepts that are not addressed as part of ...

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