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在深入探讨主题之前,需要解决的关键问题是:基于ITIL/BS15000(编者注:英国政府商务办公室OGC在大量最佳实践基础上,提炼出的ITSM知识框架,叫做“信息技术基础架构库”;英国国家标准局BSI推出了基于ITIL的国家标准BS15000。详见本刊7月21日第25期起刊登的“IT服务管理专题连载”)的IT服务管理最佳实践(Best Practice)确实比用户一直惯用的方法好吗?
Key topics to address before delving into the topic are: Based on ITIL / BS15000 (Editor’s Note: The UK Government Business Office’s OGC refined ITSM knowledge base based on a wealth of best practices, called the Information Technology Infrastructure Library; The British National Bureau of Standards BSI launched the ITIL-based national standard BS15000. See article 25 of the 21st July issue of “IT Service Management Series”) IT Service Management Best Practices (Best Practice) than the user Has been the usual method okay?