中国IT服务管理指南

ChineseITSMGuide:ExecutiveSummaryIT1.1999ITitSMF9ITSMPORTALChina&PekingUniversityPressUpdatedon2004/03/15IT345671111719Copyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress2ITDisclaimersTheinformationinthisdocumentisprovidedforinformationpurposeonly.ITSMSPORTALChinadisclaimsallwarrantiesastotheaccuracy,completenessoradequacyofsuchinformation.SinoServiceOneshallhavenoliabilityforerrors,omissionsorinadequaciesintheinformationcontainedhereinorforinterpretationsthereof.CopyrightNoticeCopyright©2004byITSMSPORTALChina.TheinformationcontainedinthisdocumentistheproprietaryandexclusivepropertyofITSMSPORTALChinaandtheauthorsofChinaITSMGuidewhichispublishedin2004andownedbyPekingUniversityPress.Anypersonesororganizationsaregrantedthepermissiontodistributethisdocument,butnopartofthisdocument,inwholeorinpart,maybeusedforcommercialpurposeexceptwithITSMPORTALChina’spriorwrittenauthorization.ImportantTipThetermsusedinthisdocumentarecompatiblewiththeChineseITSMCompendiumwhichisdevelopedbyInform-ITandpromotedasthede-factorstandardlistofChineseITSMterms,underthesupportfromITSMPORTALChina.AboutITSMPORTALChinaITSMPORTALChinaispartofITSMPORTALInternationalwhichisanindependentglobalinternetplatformforeveryonewithaprofessionalinterestinmanagementofITServices.VisitorsandeditorssharetheobjectiveofbetterITServicesbyimprovingthewa[e-mail]©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress3ITITITSMPORTALChinaIT200355ITSM20043ITITOpenSourceITITITITSMPORTALChinaCopyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress4ITITSMPORTALChinaITSMPORTALChinaIntesysNetworkCommunicationsDaveBinghamJanvanBonInform-ITJohnPengPeterBootsmaQualityResearchGEITSolutionsAnnieXuITpreneursIBM()()ITCEO·IBM/(BlueExpress)ITCopyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress5ITIT（itSMF）·ITITITILBS15000IT…IT…ITITIT…IT…ITCopyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress6IT1ITITITServiceManagementITSMITITITGartnerITProcessSLAITITITITIT1ITIT1997ITITITIL25ITITIT25-30%GartnerIDCIT79%800ITITITITITIT2ITITITIT1IT(itSMF)2ITIL(OGC)InformationTechnologyInfrastructureLibraryCCTA2080IT2.0Copyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress7ITIT11IT1IT8///2345671ITITITIT2IT3IT4ITITITITITITIT5IT6IT7IT8ITITITOpenSourceCopyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress8IT3OpenSourceOpenSource¾¾¾¾@openITSM.comITOpenSourceITITITILMOFITITBestPracticesOpenSourceOpenSource4IT22Copyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthor[e-mail]200312Copyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress10IT1IT1.1IT1.1.1ITITAidanLawsITitSMFITIT1.1.2ITITITITITITITITITCopyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress11ITITITITEventManagemntIT2080ITITITIT2080CCTAIT1989ProcessITITITIL3ITITITILITITITITIL2090ITILITITILITVirjeSERCITITServiceCMMMOFITITHPITSMReferenceModel4ITCAUnicenterITILITILITILITILITSMDaveBinghamITSMITITIT1.2IT1.2.1ITITSLAIT3ITILInformationTechnologyInfrastructureLibraryITIL2.24ITServiceCMMMOFHPITSMReferenceModelIT2IICopyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress12ITITITitSMFITITITITIT1-11-1ITITGartnerITILITILITITITitSMFITILBS7799ITITITILITITSMITITILITILITITITITITITITITITERPCRMSCMITITITITITITCopyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress13IT1.2.2ITITITITITITITITILITITITITITITITITITITITITITITIT1.3ITERPCRMSCMCADCAECAMITITInfrustructureITITITITITITITITITITITCopyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress14ITITITITITITITITITITITITITITERPITITITITITITITITITITITITITIT3.9ITITITITITITITITITITITILISPLISPLII1.4IT1.4.1ITITITIT5¾1ITILITITIL¾15IT20036ITIL5itSMFITpreneursCopyright©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress15IT¾ITitSMF15¾2000ITitSMFIBMSunCA¾ITitSMFITITSMPocketGuide10¾7ITSM1.4.2ITITITITITITSMITCAIBMSinoServiceOneITITILITIT©2004ITSMPORTALChinaAllRightsReserved.V1.0UpdatedonMar.28,2004,undertheauthorizationofPekingUniversityPress16ITITITCEO123OPENSOURCE41IT1.1IT1.2IT1.3IT1.4IT2IT2.12.2ITILIT2.3BS15000IT2.4BS7799IT2.5COBITITIT2.63IT3.13.23.33.43.5