ITIL - Martin Liu's Blog

ITIL V3中级认证培训-服务生命周期模块

发表于 2011, February 21

培训针已获得Foundation认证的学员，讲授ITIL V3服务生命周期模块的五门中级课程，包括服务战略、服务设计、服务转换、服务运营、持续 [阅读全文]

Learn how to use service modelling to streamline and optimize processes! Information about customer needs, the technical composition of services, and service performance are fundamental to effective service management. Service modelling is a structured approach to utilizing this information to improve the way services are delivered. Consistent application of service modelling provides the automation of processes and timely access to information. [caption id="attachment_50942” align="alignleft” width="201” caption="Service Modelling: Principles and Applications [阅读全文]

#BSM #ITIL #ITSM #service modelling #服务建模

[ZT]ITIL V3 服务转换篇之资产和配置管理

发表于 2010, December 20

为了定义和控制服务和基础设施组件。维持当前计划中、历史的服务和基础设施状况配置信息的准确性 **一、先介绍几个基本概念 **1、配置项（CI）配 [阅读全文]

#ci #cmdb #ITIL #ITSM

OTRS 3.0.0 beta1 发布

发表于 2010, August 3

这个产品被重命名为OTRS Help Desk，从名字上看出它变的更加成熟，更加符合ITIL了。OTRS界面是很土的，比RT3差很多，一直以来我都被它 [阅读全文]

#help desk #ITIL #ITSM #opensource #OTRS #rt3

ITIL v3 MindMap脑图

发表于 2010, July 29

下载ITIL v3核心概念介绍，脑图版：http://www.box.net/shared/fve6vvasvt 这份资料对于新手学习，或者IT [阅读全文]

#ITIL #ITSM #mindmap

规划CMDB数据填充-003

发表于 2010, July 20

From 《Step by step to build a CMDB》步骤17-规划CMDB数据填充本文描述填充过程的任务3到任务4：任务3 映射CI和数据源现在拿出您的CI清单， [阅读全文]

#Atrium #cmdb #cms #ITIL #ITSM

规划CMDB数据填充-002

发表于 2010, July 20

From 《Step by step to build a CMDB》步骤17-规划CMDB数据填充本文描述填充过程的任务1到任务2：任务1 再次回顾CMDB范围现在进行现实检验。 [阅读全文]

#Atrium #BMC #cmdb #cms #configuration management #ITIL #ITSM #v3

RT3 Request Tacker或让你摆脱束缚

发表于 2010, July 18

What’s new in 3.8+? 清晰易用的图形界面仪表板Dashboards 流程单关系图 Ticket relationship graphs 与PGPemail无缝集成 Seamless PGP support for email 富文本编辑 Richtext editing (WYSIWYG) 预定义用户首选项 Per-user [阅读全文]

#help desk #ITIL #OTRS #request tacker #rt3