ITIL Crash Course

摘要

It can no longer deliver services based on technology fiefdoms or silos as it has in the past. This practice is dead. Organizations that refuse to accept it will either dissolve, get outsourced, or end up being controlled by external entities such as CFOs, business units, and so on. IT needs to rethink the ways in which it contributes to the business — and how it manages itself. The ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) practices provide a pathway for this to happen.