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I'm giving it two stars because it was the worst certification study itil test questions I have read so far. The chapters introduce new concepts and rather than defining them up front, simply state that you will learn about them in the future. In the entire book, once a concept is introduced it will be referred to as "this process" immediately and throughout the remainder of the section. These two methods combined result in a text that introduces new concepts, doesn't define them, and then doesn't enforce memorization at all. itil test questions

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