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There are many processes to be designed, optimized and followed, each associated with a specific step in the ITIL service lifecycle. ITIL – the most popular ITSM best practice framework – is split across 5 core books. Marketing Management Chapter 13. Management Theory Chapter 3. 1. This course provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving a service desk and the management of incidents, leading to a specialist qualification in service desk and incident management (SDIM). (c) market share of the service … Click on the links for relevant chapters to see useful multiple choice questions and short essays with suggested answers. Marketing the products to employees B. Organising Chapter 5. 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