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itil change management rfc process cmdb service request standard change incident service desk people sla configuration management change incident management itsm tool service catalogue problem management cab cio implementation major incident service level agreement service level management emergency change problem reports workflow change advisory board documentation download escalation free itsm maturity project management service definition sla breach sop application management authorization book review change manager ci owner cio support culture governance policy procedure quotes raci request for change risk standard operating procedure swim-lane training work instructions access management approval automation availability business process categories ci classification communication configuration item configuration librarian csi discipline itsm technology lack of user education log rfc management of change problems process design project rca reopen request fulfillment roadmap root cause root cause analysis server decommissioning service service level requirements service requests single-point-of-contact slm spoc stop the clock stop-the-clock structure system analyst technology ticket unauthorized vip workaround analyst and answers application manager application sunset assessment authority auto-discovery baseline behavior book bottom up brm business analysis business analyst business continuity business relationship management business rules businss owner buy-in by cab agenda cab attendance categories of service requests chagne manager change approval change authorization change freeze window change schedule changes made in incident management ci relationship ci relationships client satisfaction closing closing incidents closing service request cmdb updates communication plan configuration librarian configuration items configuration items attributes consultant continual service improvement continuous service improvement cost of data cost of quality crm cultural change custom actions customer customer complaint “service