IT服务管理介绍

1、INTRODUCTION TOIT SERVICE MANAGEMENT1IT Service Management ObjectivesITIL is a Best Practice Framework used .To align IT services with the current and future needs of the business and its CustomersTo develop the quality of the IT services deliveredTo reduce the long term cost of service provision2Wh

2、y Service ManagementIncreasing IT visibility and RelianceIncreasing demand from Business to deliver effective IT solutions/services (Cost Effective)Increasing complexity of IT infrastructure and processesIncreasing competitionIncreasing pressure to realise return on investment3ConsiderationsDo not b

3、e over ambitiousConsider what elements already exist, are in use and effectiveIdentify what can be re-used or needs to be developedAdapt the guidelines to meet your requirements4Process Improvement Model5Process Improvement StagesProcess improvement definitionCommunicationPlanningImplementationRevie

4、w and Audit6ITIL Service ManagementService SupportDay to day operational support of IT servicesService DeliveryLong term planning and improvement of IT service provisionKey DefinitionsCustomer:recipient of a service: usually the Customer management has responsibility for the funding of the service.P

5、rovider:the unit responsible for the provision of IT service.Supplier: a third party responsible for supplying or supporting underpinning elements of the IT service.User:the person using the service on a daily basis.7IT Service Management OverviewBUSINESS (Customer)UserUserUserSDIMPROBLEMCHRELCONFIG

6、URATIONSLMAMCMIT SCMFINANCESERVICESUPPORTSERVICEDELIVERYSPOCSLASPOC Single Point of ContactSD Service DeskIM Incident MngtCH Change MngtREL Release MngtSLA Service Level AgreementSLM Service Level MngtAM Availability MngtCM Capacity MngtIT SCM IT Service Continuity Mngt8Service Support Process Model

7、Configuration ManagementRelease ManagementChange ManagementProblem ManagementIncident ManagementBusiness, Customers or UsersReleasesChangesManagement ToolsIncidentsIncidentsService DeskProblemsKnown ErrorsCIsRelationshipsReleasesChangesIncidentsDifficultiesQueriesEnquiriesCommunicationsUpdatesWorkar

8、oundsC M D B9CommunicationsUpdates ReportsCapacity PlanCDBTargets/ThresholdsCapacity ReportsSchedulesAudit ReportsService Delivery Process ModelBusiness, Customers and UsersQueriesEnquiriesSLAs, SLRs, OLAsService ReportsService CatalogueSIPException ReportsAudit ReportsService LevelManagementIT Continuity PlansBIA & Risk AnalysisControl CentresDR ContactsReportsAudit ReportsIT Service ContinuityManagementRequirementsTargetsAchievementsFinancial PlanTypes & ModelsCosts & ChargesReportsBudgets & ForecastsAudit ReportAvailability PlanDesign CriteriaTargets/ThresholdsRe