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Figure 1.2 expands the service support jigsaw puzzle pieces. Although obviously primarily centred on Service Support, the process elements pertaining to the business issue of Change to services (which is usually the signal for radical Change rather than Change due to faults or maintenance) and meeting Customer needs through Service Delivery are a major factor. The ITIL process elements covered in this book are also shown.
Figure 1.2-Service Support; the coverage.
Note that all of the chapters relate to processes except Service Desk, which is a function that draws on all of the other processes.
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