ITIL：简约不简单.docVIP

ITIL：简约而不简单 蓬勃发展的新兴领域——IT服务管理专题连载之十一 IT服务管理研究中心高级顾问 左天祖 刘 伟 　　英国商务部（OGC）颁布的ITIL IT Infrastructure Library，已经成为风行全球的信息服务管理（ITSM）事实上的业界标准。The IT Infrastructure Library, ITIL (?), is a series of documents that are used to aid the implementation of a framework for IT Service Management (ITSM). This framework defines how Service Management is applied within specific organisations. Being a framework, it is completely customisable for application within any type of business or organisation that has a reliance on IT infrastructure. 关于ITIL，我们可以将其概括为六大模块、十个流程、一个职能和三个比较。　　六大模块　　ITIL整个架构是由6个模