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ITIL v3 by Mind Map: ITIL v3
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Access Management


Service Strategy (SS)

Service Design (SD)

Capacity Management

Service Operation (SO)

Continual Service Improvement (CSI)



Service Desk Function

  Specific Service Desk responsibilities include: logging all incidents and requests, categorizing and prioritizing them first-line investigation and diagnosis managing the lifecycle of incidents and requests, escalating as appropriate and closing them when the user is satisfied keeping users informed of the status of services, incidents and requests.  

Technical Management Function

Application Management Function

IT Operations Management Function