ITIL Version 3"s (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes. Это и многое другое вы найдете в книге Service Design Book (Colin Rudd, Vernon Lloyd)
Service Design Book Vernon Lloyd, Colin Rudd (книга)
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