微软的服务管理手册（英文DOC 110页）

ServiceLevelManagementServiceManagementFunctionManagingtheWindowsServerPlatformTheinformationcontainedinthisdocumentrepresentsthecurrentviewofMicrosoftCorporationontheissuesdiscussedasofthedateofpublication.BecauseMicrosoftmustrespondtochangingmarketconditions,itshouldnotbeinterpretedtobeacommitmentonthepartofMicrosoft,andMicrosoftcannotguaranteetheaccuracyofanyinformationpresentedafterthedateofpublication.Thisdocumentisforinformationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESS,IMPLIEDORSTATUTORY,ASTOTHEINFORMATIONINTHISDOCUMENT.Complyingwithallapplicablecopyrightlawsistheresponsibilityoftheuser.Withoutlimitingtherightsundercopyright,thisdocumentmaybereproduced,storedinorintroducedintoaretrievalsystem,ortransmittedinanyformorbyanymeans(electronic,mechanical,photocopying,recording,orotherwise),butonlyforthepurposesprovidedintheexpresswrittenpermissionofMicrosoftCorporation.Microsoftmayhavepatents,patentapplications,trademarks,copyrights,orotherintellectualpropertyrightscoveringsubjectmatterinthisdocument.ExceptasexpresslyprovidedinanywrittenlicenseagreementfromMicrosoft,thefurnishingofthisdocumentdoesnotgiveyouanylicensetothesepatents,trademarks,copyrights,orotherintellectualproperty.Unlessotherwisenoted,theexamplecompanies,organizations,products,domainnames,e-mailaddresses,logos,people,places,andeventsdepictedhereinarefictitious,andnoassociationwithanyrealcompany,organization,product,domainname,emailaddress,logo,person,place,oreventisintendedorshouldbeinferred.2003MicrosoftCorporation.Allrightsreserved.Microsoft,ActiveDirectory,Windows,andWindowsServerareeitherregisteredtrademarksortrademarksofMicrosoftCorporationintheUnitedStatesand/orothercountries.Thenamesofactualcompaniesandproductsmentionedhereinmaybethetrademarksoftheirrespectiveowners.ServiceLevelManagementServiceManagementFunctioniiiContentsIntroduction......................................................................................................................................1DocumentPurpose......................................................................................................................1IntendedAudience.......................................................................................................................1HowtoUseThisGuide................................................................................................................2Background..................................................................................................................................2MicrosoftFrameworks..................................................................................................................2MicrosoftSolutionsFramework................................................................................................3MicrosoftOperationsFramework.............................................................................................3ExecutiveSummary.....................................................................................................................4ServiceLevelManagementProcessandActivities.........................................................................5Overview......................................................................................................................................5GettingStarted.............................................................................................................................7SetupActivities.............................................................................................................................7ServiceCatalog............................................................................................................................8ServiceLevelAgreements...........................................................................................................8ServiceLevelMonitoring..............................................................................................................8ServiceLevelReporting...............................................................................................................8ServiceLevelAgreementReview................................................................................................8KeyDefinitions.............................................................................................................................9GettingStarted...............................................................................................................................11WhyImplementServiceLevelManagement.............................................................................11HowtoStart...............................................................................................................................12PilotArea................................................................................................................................12ServiceCatalog...........................................................................