文档介绍：ITIL Version 3
Service Operation
ITIL V3 – Service Operation - Página: 1 de 396
The ITIL Core consists of five publications. Each provides
the guidance necessary for an integrated approach, as
required by the ISO/IEC 20000 standard specification:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement.
ITIL V3 – Service Operation - Página: 2 de 396
I N D I C E
Foreword.............................................................................................................12
OGC’s foreword ..........................................................................................................12
Chief Architect’s foreword ...........................................................................................13
Preface ...............................................................................................................14
Contact information .....................................................................................................14
Acknowledgements.............................................................................................15
Chief Architect and authors.........................................................................................15
ITIL authoring team .....................................................................................................15
Mentors .......................................................................................................................15
Further contributions ...................................................................................................15
The ITIL Advisory Group .................................................................................................. 16
Reviewers......................................................................................................................... 16
1 Introduction ..................