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