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By focusing on delivery and control process activities, a highly desirable, steady state of managing services can be achieved on a day-to-day basis. To ensure it is integrated with the rest of the ITIL® library, guidance is based on a selection of familiar service support and service delivery control points.

Concepts and guidance in this publication include:

* Application management
* Change management
* Operations management
* Control processes and functions
* Scaleable practices
* Measurement and control