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ITIL V3The Official Introduction to ITIL
1Introduction11.1AhistoricalperspectiveofITservicemanagementandITIL31.2ITILtoday31.3TheITILvalueproposition41.4TheITILservicemanagementpractices41.5Wh
ISOIEC9126SoftwareQuality
ISO9126 1 English version