MOF-微软的ITIL实战策略.PDFVIP

MOF- 微軟的ITIL實戰策略 陳永祥 資深技術支援經理 Microsoft Corporation Agenda • ISO 20000, ITIL and MOF 簡介 • ISO 20000, ITIL and MOF 之間的關係 • MOF V4 介紹 • MOF Job Aids, Solution Accelerators 及Service Offering 介紹 • 總結 Service Management服務管理 • ISO/IEC 20000-1:2005條款 2.14 − Management of services to meet the business requirement • itSMF − Service Management is a set of specialized organization capabilities for providing value to customers in the form of services − The capabilities include all of the processes, methods,