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Is a password reset an Incident or a Service Request?
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How do I learn more about ITIL

A reader asks:

First, I would like to thank you for writing the book, Foundation of IT Service Management with ITIL 2011. I bought your book and enjoyed reading it. The example of the restaurant is interesting.

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Service Constraints

A reader asks:

Services reduce the effect of constraints? Which constraints does this refer to?

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What is the difference between a pilot and a deployment?

In short, deployment is a set of activities to move a service or change to a service into production. A pilot, on the other hand, is a form of a test. Pilots themselves can be deployed through our deployment practices. However the goal of a pilot is to ensure that a particular service change or a tool or technology will work in an environment that represents real life. However a pilot is not a shortcut to a deployment.

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