《基于ITIL的IT服务管理导论》样章

1、 ITILI n f o r m -I TIvo Barros (itSMF Portugal Klaus Berghoffer (itSMF Romania Bernd Broksch (itSMF Germany Hal Dally (Fujitsu Consulting , Canada Vincent Douhairie (itSMF France Karen Ferris (KMF Advance , Australia John Gibert (Southcourt Ltd ., UK John Groom (UK Peter Haberl (itSMF Austria Mark

2、Haddad (Directions , UK Signe Marie Hernes (itSMF Norway Klaas Hofkamp (IBM , Canada John Ib Hansen (itSMF Denmark Chris Jones (itSMF Australia Graham Kennedy (ProActive Services P /L , Australia Glenn LeClair (Fujitsu Consulting , Canada Ivor Macfarlane (itSMF International Steve Mann (itSMF Belgiu

3、m Jürgen Müller (itSMF South Africa Dave Pultorak (Fox I T LLC , USA Barclay Rae (e2e , UK Mart Rovers (Interprom , USA Colin Rudd (itSMF UK Philip Stubbs (Sheridan College , Ontario Canada Sharon Taylor (itSMF Canada Walter Vogt (itSMF Switzerland Ken Wendle (itSMF USA T akashi Yagi (itSM

4、F Japan Aksenov V . (Saving Bank of Russian Federation Barinov I . I . (Vympelkom Boganov A . V . (Inline Group Grigoryev M . A .Khayet I . L . (Hewlett - Packard Russia Khlyzov A . G . (Saving Bank of Russian Federation Krachun N . V . (Motorola Global Software Group Levin A . V . (Saving Bank of R

5、ussian Federation Levinson A . B . (TOLKIN Pototsky M . (I T Expert Yamov S . I . (Hewlett - Packard Russia Ra úl Assaff (AR T U T A , Argentina Elisa Belma ña (CADI SA , Argentina Pablo Espinar (Osiatis , Espa ña Luis Martinez (Abast Systems SA , Espa ña Eva M éndez P é

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7、 IL© Sharon T aylor IT IT 20 80 CCTA ITITIL 1 IT IT OGC Best checklists ITIL ITIL IT ITSM Model IBM ITIL IT IT IT ITIL IT IT 2 MOF ITIL ITIL IT IT1 1I IT IT ITIL IT ITIL IT IT IT IT 2 1 IT IT IT IT IT IT 4 2 I 5 2 I 2 1 1 2 1 6 2 I 2 1 ISO9000 ISO 9000 ISO 9001 ISO 9002 ISO ISO 7 22 2 EFQM EF Q

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10、rvice IT Service Management Management Management IT IT Continuity Management 3 3 1 UC 3 1 IT ITIT28 3 IL3 1 IT 3 5 IT IT 3 2 ITIL Desk Management Management Management Management Management29 33 2 IL3 2 IT 3 2 IT Error RFC 3 2 IT 3 530 3 IL3 2 3 3 4 ICT IT ICT ICT Management 3 Management31 I3 6 Planning Implement 打印端口设置不当 在“打印属性”设置面板中，可以对打印机的数据接口进行设置。LPT1是打印机端口，单击下方的“端口设置”按钮，可以对当前打印的连接端口进行正确设置。字车被锁定、打印头被异物卡住无法运动。有些打印机设有了车锁定装置，如果上一次关机时字车没有回