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This publication is the core of the ITIL framework. The creation of this version of ITIL refreshes the body of knowledge, so it continues to aid organizations seeking to develop and improve their service management capabilities. A frequently asked question is, ‘Why change something that is not broken?’ and a related question is,‘Does that mean what we have been following so far is wrong?’ The answer to both is no. Challenges and opportunities faced by organizations change over time, requiring th
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