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https://ddintsis.com/2010/06/20/%d0%ba%d0%b0%d1%80%d1%82%d0%b0-%d0%bf%d1%80%d0%be%d1%86%d0%b5%d1%81%d1%81%d0%be%d0%b2-itil-v-3/
Карта процессов ITIL v.3