IT服务管理a教程分析.ppt

Include a brief discussion on the differences between Incidents and Problems and the virtual nature of the C.M.D.B 练习与思考 简述IT服务管理的发展历程。 IT服务管理的含义是什么？ IT服务管理的范围有哪些？ 简述IT基础框架库（ITIL）的核心流程。 简述IT基础框架库（ITIL）中服务台的含义。 简述配置管理的概念、目标和流程。 简述变更管理的流程。 针对具体单位的情况，采用ITIL的思想和方法规划IT服务管理。 谈谈对IT服务管理的发展前景的看法。 Problem Management Problem Management is concerned with the resolution and prevention of incidents; in other words, with putting right that which has gone wrong, preventing recurrence, and with preventing things from going wrong at all. The objective of Problem Management is to minimize the adverse impact of incidents and problems on the business that are caused by errors in the IT infrastructure and to prevent recurrence of incidents related to these errors. Problem management seeks to get to the root cause and initiate action to remove the error. The Problem Management process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving Problems and Known errors before Incidents occur in the first place. Problem Management Problem Management is concerned with the resolution and prevention of incidents; in other words, with putting right that which has gone wrong, preventing recurrence, and with preventing things from going wrong at all. The objective of Problem Management is to minimize the adverse impact of incidents and problems on the business that are caused by errors in the IT infrastructure and to prevent recurrence of incidents related to these errors. Problem management seeks to get to the root cause and initiate action to remove the error. The Problem Management process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving Problems and Known errors before Incidents occur in the