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In a growing world of Information Technology, entrepreneurs, start-ups and SMEs (small and medium-sized enterprises) require a good mechanism of delivering a good service. Information Technology Infrastructure Library (ITIL) is identified to be the best and most popular "best practices" framework. However, implementing ITIL not only is very difficult but there are also no best practices for implementing it. As a result, ITIL implementations are usually long, expensive and risky. This paperdoi:10.1515/itms-2014-0021 fatcat:qz2ga6r4dvdadnizrfccqnw6oi