and the ITIL framework
IT service management is the provision of quality customer
service by ensuring that customer requirements and expectations
are met at all times [27]. The majority of the organisations that
have implemented the concept have adopted the ITIL framework,
which is a set of descriptive guidance documents that was
originally developed in the 1980s by the UK Government agency,
Central Computer and Telecommunications Agency (CCTA),
to promote efficient and cost-effective IT operations within
government controlled computing centres. Championed by the
internationally active IT Service Management Forum (itSMF),
the ITIL phenomenon has spread from the UK government data
centres to the IT departments of private and public organisations
around the world. The ITIL best practice framework enables
managers to document, audit, and improve their IT service
management processes.
and the ITIL frameworkIT service management is the provision of quality customerservice by ensuring that customer requirements and expectationsare met at all times [27]. The majority of the organisations thathave implemented the concept have adopted the ITIL framework,which is a set of descriptive guidance documents that wasoriginally developed in the 1980s by the UK Government agency,Central Computer and Telecommunications Agency (CCTA),to promote efficient and cost-effective IT operations withingovernment controlled computing centres. Championed by theinternationally active IT Service Management Forum (itSMF),the ITIL phenomenon has spread from the UK government datacentres to the IT departments of private and public organisationsaround the world. The ITIL best practice framework enablesmanagers to document, audit, and improve their IT servicemanagement processes.
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