为企业提供IT产品、IT服务,推进企业信息化建设,一直是IT产业发展的主旋律。经过20余年的发展和探索,众多国内外先进企业在推进信息化的进程中,对IT服务的提供方式、提供内容和服务支持能力、服务支持水平,以及服务管理等方面的内容,逐渐总结、提炼、开成了一整套富有成效的方法、规范和程序,也就是这里所说的“最佳实践”(Best Practice)。 Providing IT products and IT services to enterprises and promoting the construction of enterprise informatization has been the main theme of the development of IT industry. After more than 20 years of development and exploration, many domestic and foreign advanced enterprises in the process of promoting information technology, provide IT services, provide content and service support capabilities, service support levels, and service management and other aspects, and gradually sum up, Refined, and developed a set of productive methods, norms and procedures, which is what is referred to here as “Best Practice.”