运维培训_ITIL-副本.docx

目录TOC\o"1-3"\h\z\uHYPERLINK\l"_Toc351382420"ITIL:PAGEREF_Toc351382420\h1HYPERLINK\l"_Toc351382421"informationTechnologyInfrastructureLibraryPAGEREF_Toc351382421\h1HYPERLINK\l"_Toc351382422"（信息技术基础架构库）PAGEREF_Toc351382422\h1HYPERLINK\l"_Toc351382423"部分英文缩写和概念：PAGEREF_Toc351382423\h1HYPERLINK\l"_Toc351382424"组织为什么要用ITILPAGEREF_Toc351382424\h2HYPERLINK\l"_Toc351382425"ITILV3的核心架构：（是一个闭环系统，没有终点）PAGEREF_Toc351382425\h2HYPERLINK\l"_Toc351382426"ITIL归纳：PAGEREF_Toc351382426\h3HYPERLINK\l"_Toc351382427"是一套体系PAGEREF_Toc351382427\h3HYPERLINK\l"_Toc351382428"二个所有者PAGEREF_Toc351382428\h3HYPERLINK\l"_Toc351382429"三类供应商PAGEREF_Toc351382429\h3HYPERLINK\l"_Toc351382430"四个职能部门PAGEREF_Toc351382430\h3HYPERLINK\l"_Toc351382431"五个核心模块PAGEREF_Toc351382431\h3HYPERLINK\l"_Toc351382432"26个管理流程（58751）PAGEREF_Toc351382432\h3HYPERLINK\l"_Toc351382433"服务战略：PAGEREF_Toc351382433\h5HYPERLINK\l"_Toc351382434"什么是服务：PAGEREF_Toc351382434\h5HYPERLINK\l"_Toc351382435"什么是IT服务：PAGEREF_Toc351382435\h5HYPERLINK\l"_Toc351382436"什么是服务管理：PAGEREF_Toc351382436\h5HYPERLINK\l"_Toc351382437"什么是IT服务管理：PAGEREF_Toc351382437\h5HYPERLINK\l"_Toc351382438"流程、职能和角色：PAGEREF_Toc351382438\h5HYPERLINK\l"_Toc351382439"服务组合：PAGEREF_Toc351382439\h6HYPERLINK\l"_Toc351382440"服务战略：PAGEREF_Toc351382440\h6HYPERLINK\l"_Toc351382441"服务资产是创造价值的基础：PAGEREF_Toc351382441\h6HYPERLINK\l"_Toc351382442"服务战略的5个管理流程：PAGEREF_Toc351382442\h7HYPERLINK\l"_Toc351382443"服务战略、治理架构和ITSM实施战略：PAGEREF_Toc351382443\h14HYPERLINK\l"_Toc351382444"服务战略的组织：PAGEREF_Toc351382444\h15HYPERLINK\l"_Toc351382445"技术考虑：PAGEREF_Toc351382445\h16HYPER