1. Service Management Service Management의 배경 Process 구성요소 Process 특징 2. Introduction to ITIL ITIL이란 ITIL Process 3. Incident Management Incident Incident Management 목표 Incident activity 4. Problem Management Problem Management 목표 Problem Control Error Control Proactive Problem Management 5. Configuration Management Configuration Management 목표 CMDB Configuration Items Base Line 6. Change Manageme..