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1. Lifecycle Certification 2. Service Operation 3. Service Operation Processes - a. Event Management
- b. Incident Management
- c. Request Fulfillment
- d. Problem Management
- e. Access Management
- f. Other Lifecycle Process Relationships
4. Common Activities 5. Service Operation Functions - a. Service Desk
- b. Technical Management
- c. Applications Management
- d. IT Operations Management
6. Service Operation Considerations 7. Service Operation Organizational Structure 8. Service Operation Roles and Responsibilities 9. Technology Considerations 10. Implementation
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