IT服务管理介绍.ppt

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1、INTRODUCTIONTOITSERVICEMANAGEMENT1ITServiceManagementObjectivesITILisaBestPracticeFrameworkused…..ToalignITserviceswiththecurrentandfutureneedsofthebusinessanditsCustomersTodevelopthequalityoftheITservicesdeliveredToreducethelongtermcostofserviceprovision2

2、WhyServiceManagementIncreasingITvisibilityandRelianceIncreasingdemandfromBusinesstodelivereffectiveITsolutions/services(CostEffective)IncreasingcomplexityofITinfrastructureandprocessesIncreasingcompetitionIncreasingpressuretorealisereturnoninvestment3Consid

3、erationsDonotbeoverambitiousConsiderwhatelementsalreadyexist,areinuseandeffectiveIdentifywhatcanbere-usedorneedstobedevelopedAdapttheguidelinestomeetyourrequirements4ProcessImprovementModel5ProcessImprovementStagesProcessimprovementdefinitionCommunicationPl

4、anningImplementationReviewandAudit6ITILServiceManagementServiceSupportDaytodayoperationalsupportofITservicesServiceDeliveryLongtermplanningandimprovementofITserviceprovisionKeyDefinitionsCustomer:recipientofaservice:usuallytheCustomermanagementhasresponsibi

5、lityforthefundingoftheservice.Provider:theunitresponsiblefortheprovisionofITservice.Supplier:athirdpartyresponsibleforsupplyingorsupportingunderpinningelementsoftheITservice.User:thepersonusingtheserviceonadailybasis.7ITServiceManagementOverviewBUSINESS(Cus

6、tomer)UserUserUserSDIMPROBLEMCHRELCONFIGURATIONSLMAMCMITSCMFINANCESERVICESUPPORTSERVICEDELIVERYSPOCSLASPOCSinglePointofContactSDServiceDeskIMIncidentMngtCHChangeMngtRELReleaseMngtSLAServiceLevelAgreementSLMServiceLevelMngtAMAvailabilityMngtCMCapacityMngtITS

7、CMITServiceContinuityMngt8ServiceSupportProcessModelConfigurationManagementReleaseManagementChangeManagementProblemManagementIncidentManagementBusiness,CustomersorUsersReleasesChangesManagementToolsIncidentsIncidentsServiceDeskProblemsKnownErrorsCI’sRelatio

8、nshipsReleasesChangesIncidentsDifficultiesQueriesEnquiriesCommunicationsUpdatesWorkaroundsCMDB9CommunicationsUpdatesReportsCapacityPlanCDBTargets/ThresholdsCapacityReportsSchedulesAuditReportsServiceDe