性質與目標：
After completing this course students will be skilled in the following exam requirement areas:
l analyzing an existing organization in order to manage an IT infrastructure,
l designing an organizational structure in order to manage an IT infrastructure,
l describing the IT Service Management processes,
l drawing up written reports and interactive communication, and basic management
skills
內容：
Service Support Set - Operational processes
l Configuration Management
l Service Desk function
l Incident Management
l Problem Management
l Change Management
l Release Management
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