文档介绍：The ITIL Foundation Exam Study Guide
3rd Edition
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W hat is ITIL?...................................................................................................................... 2
Incident Management.......................................................................................................... 8
Service Desk ..................................................................................................................... 11
Problem Management....................................................................................................... 13
Configuration Management.............................................................................................. 16
Change Management (CM)............................................................................................... 20
Release Management........................................................................................................ 25
Service Level Management............................................................................................... 28
Continuity Management.................................................................................................... 32
Financial Management...................................................................................................... 37
Security Management....................................................................................................... 42
Capacity Management...................................................................................................... 43
Availability Management.................................................................................................. 47
About the ITIL Exams .........................................................................................