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The realm of Information Technology (IT) has undergone a radical metamorphosis in the past few decades. What was once considered merely a support function for businesses, the IT sector now drives innovation, business strategy, and organizational success. No longer confined to maintenance or troubleshooting, IT professionals are at the heart of transformative initiatives, such as digitalization, cloud computing, automation, and enterprise-wide infrastructure optimization. At the core of this evolution lies a discipline that has gained paramount importance: IT Service Management (ITSM). And at the heart of ITSM lies ITIL. Originally...