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Read the following article on Using the ITIL Framework Effectively.  If you are unfamiliar with ITIL or in need of a refresher, you can also read ITIL: The Basics.  Pick one of the ten key rules and describe a situation you have been directly involved in or observed that could have been resolved using that key rule.  Explain why this rule is important and what happens if it is ignored.  In addition, if there was a placeholder for an eleventh key rule that you could author, what would the rule state?  Justify your new rule with at least one example.

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