ITIL V3 Apostila : The book has a good introduction to the terminology and the course is well-designed for IT professionals. I definitely recommend. I think it doesn’t matter if you are going to read the book or course first. However if you are not familiarized with the terminology used or if you are a beginner on ITSM I recommend the book – it will give you a good overview.
Diogo Gonzaga Diogo Gonzaga (Brazil)
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