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1、7238-TSO-ITIL-1328/8/0714:01PageiTheOfficialIntroductiontotheITILServiceLifecycleLondon:TSO7238-TSO-ITIL-1328/8/0714:01PageiiPublishedbyTSO(TheStationeryOffice)andavailablefrom:Onlinewww.tsoshop.co.ukMail,Telephone,Fax&E-mailTSOPOBox29,NorwichNR31GNTelephoneorders/Generalenquiries:08706005522F
2、axorders:08706005533E-mail:customer.services@tso.co.ukTextphone:08702403701TSOShops16ArthurStreet,BelfastBT14GD02890238451Fax0289023540171LothianRoad,EdinburghEH39AZ08706065566Fax08706065588TSO@BlackwellandotherAccreditedAgentsPublishedwiththepermissionoftheOfficeofGovernmentCommerceonbehalfof
3、theControllerofHerMajesty’sStationeryOffice.©CrownCopyright2007ThisisaCrowncopyrightvalueaddedproduct,reuseofwhichrequiresaClick-UseLicenceforvalueaddedmaterialissuedbyOPSI.Applicationstoreuse,reproduceorrepublishmaterialinthispublicationshouldbesenttoOPSI,InformationPolicyTeam,StClementsHouse
4、,2-16Colegate,Norwich,NR31BQ,TelNo(01603)621000FaxNo(01603)723000,E-mail:hmsolicensing@cabinet-office.x.gsi.gov.uk,orcompletetheapplicationformontheOPSIwebsitehttp://www.opsi.gov.uk/click-use/value-added-licence-information/index.htmOPSI,inconsultationwithOfficeofGovernmentCommerce(OGC),maythe
5、nprepareaValueAddedLicencebasedonstandardtermstailoredtoyourparticularrequirementsincludingpaymenttermsTheOGClogo®isaRegisteredTradeMarkoftheOfficeofGovernmentCommerceintheUnitedKingdomITIL®isaRegisteredTradeMarkoftheOfficeofGovernmentCommerceintheUnitedKingdomandothercountriesTheswirllogo™isa
6、TradeMarkoftheOfficeofGovernmentCommerceFirstpublished2007ISBN9780113310616PrintedintheUnitedKingdomforTheStationeryOfficeN5635491c6008/077238-TSO-ITIL-1328/8/0714:01Pageiii
7、iiiContentsListoffiguresvi2.7ITILconformanceorcompliance–practiceadaptation13Listoftablesviii2.8Gettingstarted–ServiceLi
8、fecycleprinciples14OGC’sforewordix3TheITILServiceManagementLifecycle–coreofpractice17ChiefArchitect’sforewordx3.1FunctionsandProcessesacrossthelifecycle20Prefacexi4ServiceStrategy–governanceand1Introduction1decision-making231.1Ahistoric
