《基于ITIL的IT服务管理导论》样章

ITILITInform-ITRolfAkker(BHVB)JanBackx(IT’sMEManagementSolutions)KoosBerg(CapGeminiErnst&Young)AadBrinkman(SimacICT)BobDriessen(AchmeaActive)LexHendriks(EXIN)JanHeunks(QfaceEducation)TonvandenHoogen(TotZ)GeorgesKemmerling(QuintWellingtonRedwood)LoukPeters(PinkRoccade)DickPondman(ISESInternational)BartvanRooijen(IBMGlobalServices)IvoBarros(itSMFPortugal)KlausBerghoffer(itSMFRomania)BerndBroksch(itSMFGermany)HalDally(FujitsuConsulting,Canada)VincentDouhairie(itSMFFrance)KarenFerris(KMFAdvance,Australia)JohnGibert(SouthcourtLtd.,UK)JohnGroom(UK)PeterHaberl(itSMFAustria)MarkHaddad(Directions,UK)SigneMarieHernes(itSMFNorway)KlaasHofkamp(IBM,Canada)JohnIbHansen(itSMFDenmark)ChrisJones(itSMFAustralia)GrahamKennedy(ProActiveServicesP/L,Australia)GlennLeClair(FujitsuConsulting,Canada)IvorMacfarlane(itSMFInternational)SteveMann(itSMFBelgium)JürgenMüller(itSMFSouthAfrica)DavePultorak(FoxITLLC,USA)BarclayRae(e2e,UK)MartRovers(Interprom,USA)ColinRudd(itSMFUK)PhilipStubbs(SheridanCollege,OntarioCanada)SharonTaylor(itSMFCanada)WalterVogt(itSMFSwitzerland)KenWendle(itSMFUSA)TakashiYagi(itSMFJapan)MichaelBeckmann(HPGmbHDeutschland)JuttaBlessin(SITGATEAG)InaBoberski(HPGmbHDeutschland)BerndBroksch(SiemensBusinessServicesGmbH&Co.)DorotheaDuwe(HPGmbHDeutschland)MarcusGiese(TÜVInformatikServiceGmbH)WolfgangGoltsche(SiemensBusinessServicesGmbH&Co.)ArminHampel(HPGmbHDeutschland)OliverHelios(HPGmbHDeutschland)WolfgangHoeffer(HPGmbHDeutschland)BerndHoltz(MaxpertAG)ChristophHorninger(HPGmbHDeutschland)PeterPalatinus(HPGmbHDeutschland)LarsReinirkens(exagonconsulting&solutionsgmbh)JoachimSchmitz(HPGmbHDeutschland)WernerStangner(exagonconsulting&solutionsgmbh)HaraldWeingärtner(COMICSInformationssystemeStuttgartAksenovV.(SavingBankofRussianFederation)BarinovI.I.(Vympelkom)BoganovA.V.(InlineGroup)GrigoryevM.A.KhayetI.L.(Hewlett-PackardRussia)KhlyzovA.G.(SavingBankofRussianFederation)KrachunN.V.(MotorolaGlobalSoftwareGroup)LevinA.V.(SavingBankofRussianFederation)LevinsonA.B.(TOLKIN)PototskyM.(ITExpert)YamovS.I.(Hewlett-PackardRussia)RaúlAssaff(ARTUTA,Argentina)ElisaBelmaña(CADISA,Argentina)PabloEspinar(Osiatis,España)LuisMartinez(AbastSystemsSA,España)EvaMéndezPérez(Syntegra,Holanda)AntoniodePastors(Synstar,España)MichaelPereiras(PinkRoccade,Inglaterra)FerranPuentes(AbastSystemsSA,España)AntonioValle(AbastSystemsSA,España)ITSinoServiceOneITSMVanHarenPublishing([e-mail])ITitSMF:90-77212-426:2005120049©CrownCopyrightOGCITILITILServiceSupportITILITILServiceDeliveryHMSOQueen’sPrinterforScotland©IILIIitSMFIitSMFIPESCitSMFitSMFISMISMIPESCEndorsementISMIPSECISMFIitSMFIPSECISMSharonTayloritSMFITPCLANIT2080ITCCTAOGCITITILITIL1ITBestPracticesITILITchecklistsITITILIT2ITILITILITITHPITHPITSMReferenceModelIBMITITProcessModelMOFITILITITILITILITILITITILITILITITitSMFIT1itSMFitSMFitSMFITITitSMFITILITILITITILITILITILITILITITILITITitSMFITOGCITILitSMFitSMFitSMF12OGCITILITILJanvanBonITc/oInform-IT,P.O.Box23,9841PAGrijpskerk,[e-mail]13ITITITITILITILITITITIT21ITITITITITITI42I5211212I621ISO9000ISO9000ISO9001ISO9002ISOISO2I7ISOISO9000ISO90002000212ITITEuropeanFoundationforQualityManagementEFQM198814EFQMTotalQualityManagementEFQMModelofBusinessExcellenceEFQM600EFQMEFQMhttp