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ITILMalcolmFryITILITILITILITILITILITILITILITILMalcolmFryBMCSoftwareRemedyBMCSoftwareBMCBMCSoftwareRemedyBMCSoftwareRemedyBMCRemedyBMCRemedyBMCSoftware,Inc.®ITILOGC©2004BMCSoftware,Inc.BMCSoftware,Inc.48888..................................................................................................................................................................11.................................................................................................................................22.................................................................................................................................................53..........................................................................................................................74ITIL..................................................................................105...............................................................................................................................................126..............................................................................................................................................167..............................................................................................................................................238..............................................................................................................................................329.............................................................................................................................................46..............................................................................................................................................................61.............................................................................................................................................62ITILITILITILITILITILITILITILITILITILITILITIL80ITILITITILITITILITILITILIT11(IT)ITITITMerriam-Webster(1)(2)(1)(2)(3)(2)2(1)(2)1-320IT42(SLA)ITITIT/10%10%5632ITIT——3,0007SLAIT83494ITILITILITILITILITIL1,9602,60015120055100501001502002503006-7am7-8am8-9am9-10am10-11am11-12am12-1pm1-2pm2-3pm3-4pm4-5pm5-6pm6-7pm20071145200ITIL99.8%100%1001099.8%99.8%ITIL115ITIL(KPI)KPIITIL-(KPI)ITILITILSLA1112200—❘–ITILITIL/❘–SLA13SLA❘–30❘–SLA❘–14❘–❘–156ITILITILITITILIT/ITIL16---ITILITIL(RFC)RFCRFCRFCRFCRFC1750RFC30❘–RFCRFCRFC❘–ITIL150IT❘–18ITILITIT❘–IT❘–505019–ITIL-----//20❘–/❘–❘–❘–21——❘–❘❘–ITIT227ITILITILIT(PD0005)ITIL(CI)////23(CI)ITITIL❘–///ITIL12❘–24ITIL❘–ITITIL(RFC)ITIL❘–25❘–ITIL26❘–ITIL/❘–//2728IT❘–❘–❘–—❘–IT–ITITILIT(PD0005)----2930/❘–IT❘–❘–ITILIT31328ITILITILITIT(9.1.)ITRFC9.3.1.ITILITIL(KPI)ITILKPIDSLDSLDSLDSLDSLCMDBITKPIKPIKPI33KPIKPI//KPI❘–KPIKPIKPI❘–KPI34KPI1%KPIKPIKPI❘–KPIDSLKPIKPIDSLDSLDSLDSLITIT❘–DSLDSLDSLDSLKPIDSLDSLDSLIT35❘–DSLDSLDSLDSLKPIITILDSLDSLDSLDSLKPIDSLKPIDSLKPI❘–DSLDSLKPIKPI36❘–ITKPIRFCRFCKPI❘–/KPIKPIIT❘–KPI37RFCKPI❘–KPIITKPI❘–KPI4038KPIKPI❘–KPIITKPI❘–39CMDBKPICMDBCMDBCMDBCMDBCMDBCMDBITILCMDBITKPICMDB❘–CMDBCMDBCMDBCMDBCMDBKPIKPIKPIKPI40❘–KPIKPI❘–(CAB)KPIITKPIKPI5%KPI10025ITKPI41❘–KPI—ITILSLA42KPIITIT❘–IT43❘–-KPIIT❘–(CAB)SLAKPISLAKPISLA95%IT44❘–SLASLAKPIITILKPIIT459ITIL(CMDB)CMDBCMDBKPI(CI)CMDBCICICICICICI/CMDBDSLIT/CICICI46CMDBCMDBCMDBITILCMDB50CMDB50ITILITCICMDB123ITILCMDBCMDBCMDBCMDBSarbanes-OxleyCMDBIT47❘–Sarbanes-OxleyITILSarbanes-OxleyITITCICI(CI)CMDBCMDBCICMDBSarbanes-Oxley❘–Sarbanes-OxleyITILSarbanes-OxleyCICICICICMDBITCMDBITIT48❘–ITCICMDBCMDBCMDBCMDBCICMDBCMDB12ITIT❘–CMDBCI/CMDBDSLCMDB49❘–CMDBITIT-CMDBCMDBCMDBCMDBITIT–CMDBIT50❘–ITITCMDBCMDBCMDBCMDBITCMDBCMDBITITCMDBIT❘–CMDB/51❘–CICMDBCMDBITCMDBITIT❘–CIITITILITCICICIITIT❘–52CICICICIIT❘–ITCMDB(RFC)ITKPIKPIKPI53❘–KPIKPI❘–CMDB(RFC)RFCKPIITRFC❘–RFCRFC54KPIKPIKPICMDB❘–CMDBCMDBKPIKPICMDBKPIKPIKPI❘–55CMDBKPI–KPICMDBKPI❘❘–KPIKPIITITITKPI❘–KPIITInternetITITILKPI56CMDBCMDBKPIKPIKPIKPIKPIKPIKPICMDB❘–SLAKPI57KPIKPIKPI❘–KPIKPIITKPIKPI58❘–KPIKPISLAKPIKPIKPI❘–SLACMDBCMDBITCMDBCMDBCMDBCMDBKPIKPIKPI❘–ITCMDBKPICMDBKPI59KPICMDBIT6080ITILITILITILKPIITILITITIT61MalcolmFry35ITBMCSoftwareRemedyBMCSoftwareMalcolmITHelpDeskInstituteITILITIL6263BMCSoftwareBMCSoftware,Inc.[NYSE:BMC]ITBMCSoftwareBMCSoftware1980200414BMCSoftware