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Implementation of information technology infrastructure library (ITIL) processes

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Figure 2.1 The Service Lifecycle
Figure 2.3 Service Portfolio
Table 3.3 shows that service desk call types between October 2010 and March 2011.  A call can be an incident, a compliant or a request
Table  3.7  shows  the  distribution  of  severity  by  months  between  October  2010  and  March 2011
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