it服务管理白皮书 itilnew

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1、IT服务管理白皮书Xintiku.comIT服务管理白皮书目录1.概述............................21.1困扰问题..........................................................................................................................................21.2解决之道....................................................................

2、......................................................................22.ITIL介绍.......................32．1ITIL的故事..................................................................................................................................32．2ITIL的内容体系：两大领域、十大流程、一项管理职能............

3、...............................................42．3ITIL从战术、运营级别实现IT与业务精确校对......................................................................52．4实施ITIL获得收益....................................................................................................................62．5ITIL认证考

4、试.............................................................................................................................62.5.1.ITIL专家的“光明前景”.........................................................................................................62.5.2.ITIL认证证书...................

5、.........................................................................................................72.5.3.参加ITIL认证考试的条件........................................................................................................83.基于ITIL的ITSM介绍............83．1ITSM的流程介绍...............

6、............................................................................................................83．2IT运营管理（ITServiceSupport）.........................................................................................83．3IT战术管理（ITServiceDelivery）...............................

7、......................................................93．4ITSM的整体实施框架.................................................................................................................104.IT服务管理成功实施者...........114．1IT服务管理中的职业生涯............................................................

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