基 于 ITIL的IT 服务管理 目 录基 于 ITIL的 IT服 务 管 理目 录..............................................................................................................................11 、前 言......................................................................................................................22 、介 绍......................................................................................................................32.1 IT 服务生命周期...............................................................................................32.2 IT 服务最佳实践...............................................................................................42.3 ITIL 简史...........................................................................................................52.4 ITIL 结构...........................................................................................................62.5 ITIL 的好处.......................................................................................................73 、IT服务管理的关键要素...........................................................................................83.1 服务提供（SERVICE DELIVERY ）...........................................................93.2 服务支持（SERVICE SUPPORT ）...............................................................103.3 IT 和业务战略的整合.......................................................................................114 、构建ITSM..................................................................................................................124.1 该从哪里着手...................................................................................................134.2 ITIL 实施推举...................................................................................................144.3 ITSM成熟度模型（ITSCMM）...................................................................174.4 英国标准协会BSI............................
