性質與目標：
l Understand the importance of an IT infrastructure
l Describe the best practices for IT service
l Develop a process-like approach to business organization
l Describe the ITIL management framework
l Understand the basic terms and concepts of the work processes used to manage an IT infrastructure內容：
l ITIL best practice: history, purpose, and acceptance
l Introduction to the ITIL booklets of best practices
l ITIL scope, infrastructure, and process terms
l Characteristics of the ITIL sets and process groups
l Strategic, tactical, and operational perspectives
l Service Support set: Configuration Management, Service Desk Incident Management, Problem Management 
當前位置：課程搜索
