ITIL V3 基础课程：李建民讲师分享IT服务管理最佳实践

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ITIL V3 Foundation Course是IT服务管理领域的核心培训课程，由英国政府贸易办公室在多个国家注册商标。该课程由BSI Management System Certification (BJ) Co., Ltd. 提供，专注于提升IT服务团队的专业素养，遵循IT Infrastructure Library (ITIL) V3框架的最新版本Issue 1.0，发布于2009年11月。 BSI Management Systems Training 拥有丰富的教学资源，课程材料采用Version 2.2，强调标准方法论的实践应用。本次课程的主讲人是李建民，他具有深厚的IT服务管理背景和广泛的经验。作为讲师，李建民具备计算机硕士学位，拥有在金融、电信、高科技、电力等多个行业的IT服务管理项目经历，包括在中国多家大型金融机构如中国银行、中国移动以及陕西电力等担任过技术经理和技术服务经理的角色。李建民的语言能力出众，能流利使用普通话和英语，同时他还持有CISA、CISM、CGEIT等专业认证，展示了他在信息安全、IT服务管理、业务连续性计划（BCP）、信息技术服务管理（ITSM）、ITIL框架（包括V3版本）、目标管理框架（MOF）、事件管理（EOP）、问题管理（ITPM）以及COBIT和COSO等国际标准的深入理解和实践经验。他还是一名被APMG和EXIN认可的ITIL V3讲师，表明他有能力将复杂的ITIL理论知识转化为实际的教学内容，帮助学员们更好地理解和应用ITIL V3 Foundation的知识体系。通过参加BSI的ITIL V3 Foundation Course，学员不仅可以学习到ITIL V3框架的基础概念，还能通过讲师的实战经验和案例分享，提升服务管理体系的设计、实施、改进和优化能力，为组织的IT服务管理实践打下坚实基础。此外，课程还涵盖了ISO 9000、20000、27001等其他质量、服务管理和信息安全标准，使得学员能够全面了解并整合各种最佳实践，提高组织的整体运营效率和服务质量。

BSI Management System Certification(BJ) Co.Ltd

Unit 1:

Service Management as a Practice

BSI Management System Certification(BJ) Co.Ltd

BSI Management Systems Certification (Beijing) Co.,Ltd.

IT Infrastructure Library® (ITIL)

1. ITIL = IT Infrastructure Library 一套书

2. ITIL is a framework for IT Service Management

– Owned and maintained by the U.K. Office of Government

Commerce (OGC)

– APM Group is the Official Accreditor

– Establishes good practices

3. Your organization may adopt the practices in whole or in

part

4. The framework is presented in the form of a Service

Lifecycle

Excerpt from ITIL Service Strategy

Good Practice in the public domain

Organizations operate in dynamic environments with the need to learn and adapt. Under similar

pressure, customers seek advantage from service providers. They pursue sourcing strategies that best

serve their own business interest. In many countries, government agencies and non-profit organizations

have a similar propensity to outsource for the sake of operational effectiveness. This puts additional

pressure on service providers to maintain a competitive advantage with respect to the alternatives that

customers may have.

To cope with the pressure, organizations benchmark themselves against peers and seek to close gaps

in capabilities. One way to close such gaps is the adoption of good practices in wide industry use.

There are several sources for good practices including public frameworks, standards, and the

proprietary knowledge of organizations and individuals. Public frameworks and standards are

attractive when compared with proprietary knowledge:

• Proprietary knowledge is deeply embedded in organizations and therefore difficult to adopt, replicate, or

transfer even with the cooperation of the owners. Such knowledge is often in the form of tacit

knowledge, which is inextricable and poorly documented.

• Proprietary knowledge is customized for the local context and specific business needs to the point of

being idiosyncratic. Unless the recipients of such knowledge have matching circumstances, the

knowledge may not be as effective in use.

• Owners of proprietary knowledge expect to be rewarded for their long-term investments. They may

make such knowledge available only under commercial terms through purchases and licensing

agreements.

• Publicly available frameworks and standards are validated across a diverse set of environments and

situations rather than the limited experience of a single organization. They are subject to broad review

across multiple organizations and disciplines. They are vetted by diverse sets of partners, suppliers,

and competitors.

• The knowledge of public frameworks is more likely to be widely distributed among a large community of

professionals through publicly available training and certification. It is easier for organizations to acquire

such knowledge through the labor market. Ignoring public frameworks and standards can needlessly

place an organization at a disadvantage. Organizations should cultivate their own proprietary

knowledge on top of a body of knowledge based on public frameworks and standards.

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ITIL V3 基础课程：李建民讲师分享IT服务管理最佳实践

ITIL_V3_Foundation_培训用资料

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ITIL_V3_Foundation English Version

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ITIL_V3_Foundation_Certificate_Syllabus_v4.3

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itSMF_An_Introductory_Overview_of_ITIL_V3.zip_ITIl_overview

ITIL_V3_ExamRepository

HP_ITIL_V3

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