基于ITIL的服务质量管理之路(1)

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ITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com1DedicatedtoITertobeaworld-classCIOITILITv.1.02003年4月ITITmanagementtrainingleader:1076:@hotmail.comITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com21.1IT1.2IT--1.3IT-ITIL2.1IT2.23.1IT3.24.1IT4.25ITServiceDesk6IT78IT9IT10ITILIT11ITITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com3§1.1IT1.mission-critical2.IT3.4.5.6.7.IT8.9.10.§1.2IT--2003CIOROI--CIOITITgovernanceITITITITITITIT--CIOITY2KIT19952000--ITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com4ITITITITITInfrastructureLibraryITILCCTACentralComputingandTelecommunicationsAgencyOGCOfficeofGovernmentCommerceITILITIL24ITCobiTControlObjectivesforInformationandRelatedTechnologyCobiTITCobiT————ITILCobiTProctor&Gamble1997ITILITIL5Procter&GambleIT6%~8%15%~20%MortonCohenProctor&GambleIT5,000ITIL1,00025,000ITIL40%CobiTCobiTCobiTCSAControlSelfAssessmentITITITITITILCobiTIT----ITILhelp-deskprocessesITITITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com5CIOITITITIL90~150ITILIBMITPinkElephantTreadstone71ITCIOITILCobiTITProctor&GambleITCIO§1.3IT-ITILERPCRMITITITITITITITITCIO19992000GartnerGroupCIO(downtime)()20%(Process)40%(People)40%(ChangeManagement)GartnerGroup80/2020%IT80%(Mainframe)ITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com680%ITITITIL?(InformationTechnologyInfrastructureLibrary)CCTA(OGCCCTACentralCommunicationandTelecomAgencyOGCOfficeofGovernmentCommerce)1980ITITIL60IT(Process)ITILITITITITITITITIL20002001ITILv2WebITILITServiceSupportServiceDeliveryServiceSupportITServiceDeskServiceDeliveryITITITILServiceDeskIT(function)10ITIL1111ITITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com7§2.1ITITIL(InformationTechnologyInfrastructureLibrary)ITIT11(Process)IT11(ChangeManagement)20016NASDAQ20016NYSECNNCNBC(MissionCritical)ITCIO()IT(Incident)(RequestforChangeRFC)()()RFCRFC()IT(ChangeManager)CABRFCCABChangeAdvisoryBoardCABInternetCABCABITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com8()ITITCABRFCIT§2.2RFCRequestforChangeRFCITRFCCABChangeAdvisoryBoard,CABCABRFCRFCModuleChangeReviewCABCABCMDBCMDBABBCAconsoleCCDRFCDCABBCAAFCCFITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com9RFCCABFRFCCCCABCABCITCMDBCABITRFCCABCMDBRFCCABCMDBCABRFCRFCCMDBRFCCMDBCustomizeITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com10§3.1IT(AssetManagement)ITITPCITITITITIT(CMDBConfigurationManagementDatabase)CMDBITILITIL(ChangeManagement)RFC(RequestforChange)CAB(ChangeAdvisoryBoard,)(ChangeManager)(ConfigurationManagement)ITITCICMDBCIConfigurationItemITCICI(CILevel)CMDBConfigurationManagementDatabaseCICICIRFCRFCCMDBCICI(Attribute)RFC()()CICICIparentofpartofconnecttoresideonmakeuseofiscopyofistypeofparentCIChildCICIIsPartofCI()parent-childCIConnecttoCI()CIMakeUseofCI()CICICMDB20%ITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com1180%CI(ConfigurationBaseline)CIRFCRFCCMDBCMDB§3.2RFC(RequestforChange)CMDB(ConfigurationManagementDatabase,)CMDBITIL4(Identification)(Control)(StatusAccounting)(VerificationAudit)(Identification)CI(ConfigurationItem)CMDBCICI(Control)CICMDBCICIITIL(StatusAccounting)CI(VerficationAudit)CIPCPCCIPCRAMCICI(IndependentChange)ITPCPCPCCIPCCI(Scope)CMDBCABCICIITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com12CICICMDBCICICMDBAACMDBAITCMDBWindowsServicePack#Hotfix#XYZServiceDeskCMDBXYZACMDBATemplateSampleCMDBCMDBSchemaCMDB(Customize)CMDBITITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology@hotmail.comMSN:verymark@hotmail.com13§4.1ITRFC(RequestforChange)(Build)(implement)(ReleaseManagement)IT()AITIT—(Release)IT—(Major)—(Minor)—(Emergency)CI(ConfigurationItem)—V1V2V3—V1.1V1.2V1.3—V1.1.1V1.1.2V1.1.3FullReleaseDeltaReleasePackageReleaseFullReleaseCIDeltaRelease(PartialRelease)FullReleaseCIDeltaReleaseFullReleasePackageReleaseITITILITS.P.O.R.T.ServiceProcessOrganizationResourceTechnology

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