Maintenance and Control

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Key Roles

These roles are taken from ITIL V3, 2011 edition. A good free source of ITIL V3 info is at http://wiki.en.it-processmaps.com/index.php/Main_Page:

1st, 2nd, 3rd Level Support
Access Manager
Facilities Manager
Incident Manager
IT Operations Manager
IT Operator
Major Incident Team
Problem Manager
Service Request Fulfillment

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