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ITIL is derived from the collective experiences of ICT technical support providers all over the UK. It represents their learning curve over the last 20 years and has been distilled into a set of common processes applicable to any establishment using ICT. The emphasis of FITS is on proactive tasks as well as reactive ones. It views technical support not just as a function responsible for resolving incidents, but as a service provider whose main objective is to prevent incidents from occurring in the first place.
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