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ISO 20000-1,2

ISO 20000-1,2

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Published by Izabela Pejoska

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Published by: Izabela Pejoska on Apr 09, 2011
Copyright:Attribution Non-commercial

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08/07/2014

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1
 






 





 ()


 


 



.
 



 



 ,
 
,
 

/




 

,
 





 
 
 

 
 


 




 
 

.



 

 

  

 

 


 

 



 


.
 

 
 



 



 


 


.











 

 



 

 



 




 
 
,
 


 




 




 






.

 

 











 


 
 
 

 

 



.
 
ISO 20000
 




- 




BS 15000 -

 


 
 ITIL
,
 








 



.
 



 



 

ITIL
ISO 20000
:

 


 


 
 

 


 
 
 
 



.
ITIL
 









,
 

 

 

 




 
 

 




,


 

 


 




 


 
 




.

,
ISO / IEC 20000
 


 

 




 

-

 

 


 

 
 

 (


) 
,
 

 



 
 ITIL


.
 
 
2
 
1.

ITIL Information Technology Infrastructure Library








,





 
 

 


 


 


 OCG (Office of Government Commerce ) -


 

 
,



 




 


 



 







 

.
 




 



 





 
 

 


.

,



 


 

 



 

 






 



 

 



 

 






 



 


 
 



.
 ITIL




 


 

 





 


 

 

  



 

 



.
 



 










 


 

 


 
,
 
,
 

 
,
 




 



.
 
 

 
,
 



 




 
 

 
IT






 



.
ITIL 



 





 

 




 


 


 


 



.
 
 
3
 
2
.
 
"


 

"
 



 

 
 

 

,
 

 
 
 






 
.




 


 




 





 

 



 




(Information Technology Service Management- ITSM)


 




 

 


 




.
,
ITIL
 







 
de fac
to



 


 



 

 
.
 ITIL





 

:-

:









  





 

 


 -


 

:


 


 










 


 ITIL







 - 

y
 




 
 
 

 


 


 ITIL




  

 

 
 
y
 




 


 

 






 



 

 - 



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