Part3 IT 服务管理的关键原则和模型
服务提供商的类型
服务设计的五大方面
服务 V 模型
持续的服务改进模型 |
Part4 流程和功能
流程的特点
关于 Service Portfolio Management, Service Level Management, Incident Management, Change Management 等 4 个流程的目标、商业价值、基本概念、作用和界面
• 关于 Demand Management, Financial Management, Service Catalogue Management, Availability Management, Capacity Management, Supplier Management, Information Security Management, IT Service Continuity Management, Service Asset and Configuration Management, Release and Deployment Management, Event Management, Problem Management, Request Fulfilment, Access Management, The 7 step improvement process 等 15 个流程的目标和基本概念
• 关于 Service Desk, Application Management, Operations Management, Technical Management 等四个功能模块的解释 |