从服务管理到系统管理.ppt

Agenda So what do we mean by Service and Systems Management? Part 1 - Why Systems Management assists Service Management Part 2 - Why Service Management Assists Systems Managementand how to bring the two together… Questions What is Service Management? Service Management Concerned with the ITSupport and Delivery functions to provide and maintain the Service delivered to the customer Addressing “P-P-T”People, Process and Technology issues We typically think of the 10 core ITIL processes when we think of Service Management (as well as itSMF, BSI, ISO, MOF, COBIT) What is ITIL? ITIL? - Information Technology Infrastructure Library A series of books which describe Best Practice in IT Service Management Non-Proprietary, not one person, or organisation’s view of a particular process or model. Developed and owned by the OGC In the Public Domain because the OGC is a Government organisation. Written to Quality Standards, because OGC ensured any processes lined up with ISO9001 requirements. What is ITIL? The primary objective was to publish a set of comprehensive, consistent and coherent codes of best practice for IT service management, promoting business effectiveness in the use of information systems. It is now widely adopted as a “best practice” guide in Service Management throughout private industry in the UK, Europe, South East Asia, and North America. Best practice, because the books were the consolidated experience of many IT professionals. What is Service Management? What is Service Management? Service management processes ensure that services are defined and changed when necessary and provide support during exploitation of services.  Information on services and customers is being kept. Who are your customers and how are your services defined (service level management)? Of which elements or components does a service consist (configuration management)? Service management processes further contain registration of service degradations (incident managemen