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All you need to know about IT Service management:
The ITSM Encyclopedia
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ITIL Service OperationsITIL Service Operations is one of the five (5) core references from the new version of ITIL. Version 3 of the ITIL Framework is a complete redesign of the framework, along a "lifecycle" philosophy. Conceptually one of the easiest stages to understand; however, one of the greatest areas for potential failing. The "business as usual" activities are defined in the ITIL Service Operations stage of the lifecycle. ITIL Service Operations includes the coordination of activities for both internal and external support agents (suppliers). It is also the stage associated with the management of the actual infrastructure.
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