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IT服务管理是一套帮助企业对IT系统的规划、研发、实施和运营进行有效管理的方法。ITSM起源于ITIL(IT Infrastructure Library,IT基础架构标准库),ITIL是CCTA(英国国家电脑局)于1980年开发的一套IT服务管理标准库。
IT service management is a set of methods to help companies effectively manage the planning, R&D, implementation and operation of IT systems. ITSM originated from the IT Infrastructure Library (ITIL), a library of IT service management standards developed by CCTA (the National Computer Agency of the United Kingdom) in 1980.