20xx年it服務(wù)管理ca培訓(xùn)講義(已修改)
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【正文】 ITIL: What is it? Why you should use it? How to use it? August 9, 20xx . Kaiser Senior Customer Solution Architect CA, Inc. Tampa Bay Technology Leadership Association 2 August 9, 20xx ITIL: What, Why, How? Copyright 169。 20xx CA Agenda 1. The Big Picture 2. The IT Infrastructure Library – Definition, History, etc. 3. IT Service Management 4. ITIL v2 – Service Support and Service Delivery 5. ITIL v3 – The Service Lifecycle 6. The Benefits of ITSM 7. Real World Examples 8. Implementing ITIL – Remendations, What Not to Do 9. Qamp。A 3 August 9, 20xx ITIL: What, Why, How? Copyright 169。 20xx CA What is the IT Infrastructure Library? ITIL is the basis of the worldwide standard for quality IT Service Management, ISO 20xx0 ITIL was developed by the public and private sectors and globally adopted. ITIL is in the public domain. “ The IT Infrastructure Library174。 (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a cohesive best practice framework, drawn from the public and private sectors internationally. It describes the anisation of IT resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM).” Source: UK Office of Government Commerce 4 August 9, 20xx ITIL: What, Why, How? Copyright 169。 20xx CA The History of ITIL 1980’s British government determined that the level of IT service quality they received was not sufficient. The Central Computer and Telemunications Agency (CCTA) was assigned to develop a framework for efficient and financially responsible use of IT resources. This was a joint effort between the government and private sector experts. 20xx The CCTA merged into the Office for Government Commerce (OGC). Microsoft used ITIL as the basis to develop the Microsoft Operations Framework (MOF). 20xx Version 2 of ITIL is released. The Service Support and Service Delivery books were redeveloped. 20xx Version 3 of ITIL is released which adopts a lifecycle approach to Service Managem
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