Information Technology Service Management

please don’t copy any thing from sample as the sample is different case study solution ( you for your reference) if you copy i will ask for full refund

1) i have uploaded the case study please use that case study to solve the qustion
2) i have uploaded the qustion file
3) i have uploaded the ISO-IEC_20000-1-2011
4) the case study is (Ho_Chi_Minh_an_ITIL_Case_Study)