说明: 1 Introduction 1 1.1 A historical perspective of IT service management and ITIL 3 1.2 ITIL today 3 1.3 The ITIL value proposition 4 1.4 The ITIL service management practices 4 1.5 What is a service? 5 1.6 Navigating the ITIL Service Management Lifec <myfinding> 上传 | 大小:2mb