文件名称:
ITIL Version 3 at a Glance Information Quick Reference
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上传时间: 2009-11-15
详细说明： ITIL Version 3 at a Glance Information Quick Reference Table of Contents Introduction ........................................................................1 Purpose.............................................................................................. 1 Audience............................................................................................ 1 Organization of the Book ................................................................. 1 Service Strategy .................................................................3 Practices ............................................................................................ 3 Overview Diagram............................................................................. 5 Service Strategy Key Concepts....................................................... 6 Service Design .................................................................11 Service Design Key Concepts ....................................................... 13 Service Catalog Management........................................................ 16 Service Level Management............................................................ 18 Capacity Management.................................................................... 20 Availability Management................................................................ 22 IT Service Continuity Management............................................... 24 Information Security Management................................................ 26 Supplier Management..................................................................... 28 Other Practices ............................................................................... 30 Additional Service Design Roles................................................... 30 Service Transition ............................................................31 Service Transition Key Concepts.................................................. 33 Service Asset and Configuration Management........................... 38 Change Management...................................................................... 42 Release and Deployment Management ........................................ 44 Service Validation and Testing...................................................... 46 Transition Planning and Support .................................................. 48 Knowledge Management................................................................ 50 Evaluation.........................................................................................52 Other Practices ................................................................................54 Additional Service Transition Roles..............................................54 Service Operation.............................................................55 Service Operation Key Concepts...................................................57 Event Management..........................................................................60 Incident Management......................................................................62 Request Fulfillment .........................................................................64 Problem Management .....................................................................66 Access Management.......................................................................68 Other Practices ................................................................................70 Service Operation Functions .........................................................72 Additional Service Operation Roles ..............................................74 Continual Service Improvement......................................75 viii Table of Contents Index..................................................................................79 ...展开收缩
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