30分钟读懂ITIL4 v1.0 _ITIL之家(www.itilzj.com)_.pdf
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ITIL 4 Introductory
30 分钟读懂 ITIL 4 |
声明：本文档用于对 ITIL 4 的学习与理解，涉及
密级：有限公开
目 录
1.0 前言 ............................................................................................................................................. 1
2.0 ITIL 4 来了 ..................................................................................................................................... 1
2.1 回顾 ITIL................................................................................................ ............................... 1
2.2 ITIL 历史 ............................................................................................................................... 2
2.3 ITIL 4 Foundation .................................................................................................................. 3
2.4 ITIL 4 的意义 ......................................................................................................................... 3
3.0 ITIL 4 的核心概念 ................................ .......................................................................................... 4
4.0 服务管理的四个维度 ..................................................................................................................... 7
5.0 服务价值体系与价值链 .................................................................................................................. 8
6.0 ITIL 实践方法............................................................................................................................... 12
6.1 通用管理实践 ...................................................................................................................... 12
6.2 服务管理实践 ...................................................................................................................... 14
6.3 技术管理实践 ...................................................................................................................... 16
7.0 考试 ........................................................................................................................................... 17
8.0 结语 ........................................................................................................................................... 18
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