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Part 1: ITIL Basics 1. What is ITIL? ITIL (Information Technology Infrastructure Library) is a systematic approach to delivering high-quality IT services. It provides a common language with well-defined terms and a flexible framework for organizations to develop their service management models. 2. What are ITIL-based models adopted by organizations? Several organizations have adopted ITIL-based models: Microsoft  – MOF (Microsoft Operations Framework) Hewlett-Packard (HP)  –