IT服务管理a.pptVIP

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