《IT服务管理：概念、理解与实施》 我国首部IT服务管理（ITSM）领域的专著，该书为国内企业驾驭IT服务管理提供了重要的参考资料-"IT service management : the concept, understanding and implementation of" China's first IT service management (ITSM) is dedicated to the field, the book for domestic e

HP 的ITSM模型,该模型是按照ITIL框架来构建的,系统总体描述了该功能`-HP ITSM model, the model is based on ITIL framework to build, system Descr iption of the overall function `

CA公司ITSM解决方案技术交流的演示文档。着重介绍了中国银行的ITIL实施解决方案-CA company ITSM solutions technology exchange demo files. Highlights of the Bank of China, the implementation of ITIL Solutions