[精选]IT服务管理介绍.pptx

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1、INTRODUCTIONTOITSERVICEMANAGEMENT1ITServiceManagementObjectivesITILisaBestPracticeFrameworkused…..ToalignITserviceswiththecurrentandfutureneedsofthebusinessanditsCustomersTodevelopthequalityoftheITservicesdeliveredToreducethelongtermcostofserviceprovision2WhyServiceManagementIncreasingITvisibili

2、tyandRelianceIncreasingdemandfromBusinesstodelivereffectiveITsolutions/services(CostEffective)IncreasingcomplexityofITinfrastructureandprocessesIncreasingcompetitionIncreasingpressuretorealisereturnoninvestment3ConsiderationsDonotbeoverambitiousConsiderwhatelementsalreadyexist,areinuseandeffectiv

3、eIdentifywhatcanbere-usedorneedstobedevelopedAdapttheguidelinestomeetyourrequirements4ProcessImprovementModel5ProcessImprovementStagesProcessimprovementdefinitionCommunicationPlanningImplementationReviewandAudit6ITILServiceManagementServiceSupportDaytodayoperationalsupportofITservicesServiceDeliv

4、eryLongtermplanningandimprovementofITserviceprovisionKeyDefinitionsCustomer:recipientofaservice:usuallytheCustomermanagementhasresponsibilityforthefundingoftheservice.Provider:theunitresponsiblefortheprovisionofITservice.Supplier:athirdpartyresponsibleforsupplyingorsupportingunderpinningelementso

5、ftheITservice.User:thepersonusingtheserviceonadailybasis.7ITServiceManagementOverviewBUSINESS(Customer)UserUserUserSDIMPROBLEMCHRELCONFIGURATIONSLMAMCMITSCMFINANCESERVICESUPPORTSERVICEDELIVERYSPOCSLASPOCSinglePointofContactSDServiceDeskIMIncidentMngtCHChangeMngtRELReleaseMngtSLAServiceLevelAgreem

6、entSLMServiceLevelMngtAMAvailabilityMngtCMCapacityMngtITSCMITServiceContinuityMngt8ServiceSupportProcessModelConfigurationManagementReleaseManagementChangeManagementProblemManagementIncidentManagementBusiness,CustomersorUsersReleasesChangesManagementToolsIncidentsIncidentsServiceDeskProblemsKnown

7、ErrorsCI’sRelationshipsReleasesChangesIncidentsDifficultiesQueriesEnquiriesCommunicationsUpdatesWorkaroundsCMDB9CommunicationsUpdatesReportsCapacityPlanCDBTargets/ThresholdsCapacityReportsSchedulesAuditReportsServiceDe