学习资料： ITIL培训基地专家讲堂直播 300期视频回放

The ISO 20000 Toolkit
The ISO 20000 Toolkit
Implementation of any major international management standard is a complex operation by nature. In additon to the often steep learning curve, the requirements of quality standards are often rigorous and deman**. For these reasons, a dedicated kit has been released to aid both understan**, and implemention.
The ISO 20000 Toolkit comprises a substantial collection of templates, documents and support materials. Specifically includes are the following items:
The standards themselves: ISO 20000-1 and ISO 20000-2
A library of documents and items to support the Service Delivery processes
A set of documents and materials to support the Resolution processes
A collection items to support the Relationship processes
A library of materials and documents to support the Control processes
A set of documents and items to support the Release process
A compliance assessment kit
A set of training presentations
A strategy template
A range of other items and documents, inclu** outsourcing agreements, fact sheets and templates
The toolkit is intended not only to introduce the standards and help initial understan**, but to provide a toolset for practical use for the long term future.

跟大家交流一个ITIL的概念吧：为实现ITIL，并投入使用，企业与组织根据各自企业信息的规模以及信息化系统的特点寻找对应的ITIL工具，以便于提高ITIL的使用，包括了合适的ITIL监控工具，实现每个应用的网络使用状态和最终用户性能的可见性。国内外很多的供应商提供ITIL监控工具，包括CA、EMC和HP这些国外的厂家以及国内如泰岳、国聿等等。

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