1、 第1页，共161页。2July 22,2022&第2页，共161页。3July 22,2022 a .,“”“”第3页，共161页。4July 22,2022s A .,s a .第4页，共161页。5July 22,2022?a .!第5页，共161页。6July 22,2022 :,&第6页，共161页。7July 22,2022 .().a ,.a .第7页，共161页。8July 22,2022?-.第8页，共161页。9July 22,2022 20000 a .“”.第9页，共161页。10July 22,2022THEBUSINESSTHETECHNOLOGY 第10页，共16
2、1页。11July 22,2022 48 6-8%30 40%24 60%90%第11页，共161页。12July 22,2022 IT CustomerRelationshipManagementRelease ManagementChange ManagementConfiguration ManagementCapacity ManagementFinancial Managementfor IT ServicesSecurity ManagementIT ServiceContinuity ManagementService Level ManagementIncident Manag
3、ementProblem ManagementAvailability ManagementService DeliveryService SupportService Desk第12页，共161页。13July 22,2022 ()第13页，共161页。14July 22,2022 第14页，共161页。15July 22,2022 Provides daily monitored services and handles customer service requests to meet agreed service levels and increase customer satisfa
4、ctionProvides detailed services specifications to balance service quality with service cost Provides project-based,tested service releases to minimize service activation risks and reduce implementation costsProvides service agreements,information,and coordination to execute against service commitmen
5、ts Provides IT strategies and defines service portfolios to increase the value IT brings to the business第15页，共161页。16July 22,2022 ,sC M D B 第16页，共161页。17July 22,2022 ,s,s&第17页，共161页。18July 22,2022 第18页，共161页。19July 22,2022SPOCDeliver quality servicesInterface to other processesFacilitate the service
6、 restorationA function,not a process 第19页，共161页。20July 22,2022Receiving,Recording,Prioritizing service callsMonitoring and status tracking of all registered callsClosing incidents with the confirmation from the customerFirst line support,coordinating next-line(s)support groupsRegularly inform custom
7、ers about service call progressService DeskEscalation and referral to other parts of the organizationsReporting on calls on the quality of the SD第20页，共161页。21July 22,2022 Service deskNot only resolving incidents,but also provides necessary details to other IT Service Management processesCall CenterH
8、andling large call volumes of telephone-based transactionsHelp deskMainly resolving incidents ASAP第21页，共161页。22July 22,2022&/&第22页，共161页。23July 22,2022:1 2 3 N 第23页，共161页。24July 22,2022:1 2 3 N 第24页，共161页。25July 22,2022:Location1 UserLocation2 UserLocation3 UserLocation N UserVSD 第25页，共161页。26July 2
9、2,2022 第26页，共161页。27July 22,2022第27页，共161页。28July 22,2022第28页，共161页。29July 22,2022 a ,a ,.第29页，共161页。30July 22,2022 第30页，共161页。31July 22,2022 突发事件可能或已经导致服务质量的下降的，不符合服务标准运行状态的事件 规避措施避开某突发事件或问题的方法 服务请求除故障以外的任何事件第31页，共161页。32July 22,2022?第32页，共161页。33July 22,2022 /Incident Detection and RecordingClassi
10、fication and initial supportInvestigation and diagnosisResolution and recoveryIncident closure,/第33页，共161页。34July 22,2022 Incident Detectionand RecordingServiceRequest?Service RequestProcedureIncident ClosureYesClassification andInitial SupportNoResolution And RecoveryInvestigationAnd DiagnosisProgr
11、ess ControlReportingQuality ControlOwnership第34页，共161页。35July 22,2022 第35页，共161页。36July 22,2022 第36页，共161页。37July 22,2022？?1 2 3 第37页，共161页。38July 22,2022 t a ,/a “”,“”.第38页，共161页。39July 22,2022 /第39页，共161页。40July 22,2022Service Desk HIERARCHICAl第40页，共161页。41July 22,2022 85%()第41页，共161页。42July 22,20
12、22 第42页，共161页。43July 22,2022第43页，共161页。44July 22,2022“”“”第44页，共161页。45July 22,2022 第45页，共161页。46July 22,2022 第46页，共161页。47July 22,2022 第47页，共161页。48July 22,2022 A A a .第48页，共161页。49July 22,2022,IncidentManagementProblemManagementIncidentERROR CIFind RCProblem Know errorWork-aroundComplete CRRFCChang
13、eManagement第49页，共161页。50July 22,2022 Determine the problemCreate problem recordCategorize problemsAssign right resources to workInvestigate&diagnoseArrive at error 第50页，共161页。51July 22,2022 Determine the ErrorRecord errorCategorize errorsAssign right resources to workInvestigate&diagnoseArrive at kn
14、own errorKEDBRaise RFCClose known error第51页，共161页。52July 22,2022&Error Identification and RecordingError AssessmentRecording ErrorResolution(RFC)Error ClosureSuccessful completionRFCProgress ControlReportingQuality ControlOwnershipIdentification andregistrationClassificationAssigningResourcesInvesti
15、gationand DiagnosisEstablishKnown ErrorProgress ControlReportingQuality ControlOwnership第52页，共161页。53July 22,2022 第53页，共161页。54July 22,2022 第54页，共161页。55July 22,2022 第55页，共161页。56July 22,2022第56页，共161页。57July 22,2022 a ,a ,.第57页，共161页。58July 22,2022 ,第58页，共161页。59July 22,2022 -,&(,.)A 第59页，共161页。60J
16、uly 22,2022 ,第60页，共161页。61July 22,2022Audit and verificationStatus accountingControlIdentificationPlanning 第61页，共161页。62July 22,2022 a s 第62页，共161页。63July 22,2022 ()nestedCIattributescategorystatusrelationships 第63页，共161页。64July 22,2022 PlanOrderdevelopTesting ProductionMaintainArchive第64页，共161页。65J
17、uly 22,2022 a a,第65页，共161页。66July 22,2022 (,)(,.)(,.)第66页，共161页。67July 22,2022第67页，共161页。68July 22,2022 第68页，共161页。69July 22,2022 第69页，共161页。70July 22,2022Post Implementation reviewChange ImplementationChange authorizationChange logging and filteringAllocation of prioritiesChange categorizationChang
18、e approvalChange schedulingChange TestingChange build Impact analysis第70页，共161页。71July 22,2022 ()A .().第71页，共161页。72July 22,2022FSC contains details of all the changes approved for implementation and their proposed implementation datesSC is a change where the necessary approvals are obtained in adva
19、ncePSA contains details of Changes to agreed SLAs and service availability because of the currently planned FSC 第72页，共161页。73July 22,2022-:a ,a ,.:,a .,.:,.:A ,.第73页，共161页。74July 22,2022 RfCRefusalRegistrationClassificationBuildTestImplementationAuthorizationImplementationEvaluation(PIR)Change MgntP
20、rojectRefusalBackoutMonitoringPlanningApproval第74页，共161页。75July 22,2022 第75页，共161页。76July 22,2022 第76页，共161页。77July 22,2022第77页，共161页。78July 22,2022 第78页，共161页。79July 22,2022&第79页，共161页。80July 22,2022Distribution&InstallationCommunication&trainingRollout planningTest&Release acceptanceDesign,build&c
21、onfigurationRelease Policy&PlanningRelease Management第80页，共161页。81July 22,2022 FULLall CIs are built,tested,distributed and implemented.DELTAincludes only those CIs that have actually changed or are new since the last full or delta Release PACKAGETo provide longer periods of stability for the live e
22、nvironment by reducing the frequency of Releases,individual Releases(full units,delta Releases or both)are grouped together 第81页，共161页。82July 22,2022 -第82页，共161页。83July 22,2022 A (),第83页，共161页。84July 22,2022 ./第84页，共161页。85July 22,2022 ,.a .()第85页，共161页。86July 22,2022 -&4 /第86页，共161页。87July 22,2022
23、,s?,CMDBDSL 第87页，共161页。88July 22,2022 (s)第88页，共161页。89July 22,2022 ,&,第89页，共161页。90July 22,2022第90页，共161页。91July 22,2022第91页，共161页。92July 22,2022 ,s,s&第92页，共161页。93July 22,2022 第93页，共161页。94July 22,2022 .第94页，共161页。95July 22,2022Balance between:Supply ofIT servicesDemand forIT services -:第95页，共161页。
24、96July 22,2022Produce and maintain service catalogueResponsible for establishing,reviewing and revising Contracts SLA,OLA&UCService Improvement ProgramsService Quality PlanMonitor,report and review service levelsSLMManage Customer relationship第96页，共161页。97July 22,2022 CustomerIT OrganizationInternal
25、 suppliersHardwareSoftwareEnvironmentNetworkExternal suppliersServiceCatalogueOperationalLevel AgreementServiceLevel AgreementService CatalogueService Level Agreements(SLA)Underpinning Contracts(UC)Underpinning Contracts(UC)Operational Level Agreements(OLA)第97页，共161页。98July 22,2022 ,第98页，共161页。99Jul
26、y 22,2022 a 第99页，共161页。100July 22,2022 第100页，共161页。101July 22,2022&第101页，共161页。102July 22,2022 .,.,().第102页，共161页。103July 22,2022 SLACustomerService AFundamental Infrastructure Service BService C第103页，共161页。104July 22,2022SLACustomer CCustomer ACustomer BServiceFundamental Infrastructure 第104页，共161页
27、。105July 22,2022Service provider Organization 3 第105页，共161页。106July 22,2022 第106页，共161页。107July 22,2022 第107页，共161页。108July 22,2022:第108页，共161页。109July 22,2022 ()第109页，共161页。110July 22,2022第110页，共161页。111July 22,2022 第111页，共161页。112July 22,2022 .s.第112页，共161页。113July 22,2022 a 第113页，共161页。114July 22
28、,2022 -A 第114页，共161页。115July 22,2022 -Business IT requirementsIT Operational plan(incl.Budgets)Cost analysis(IT Accounting)ChargesFinancial targetsCosting modelsCharging policiesFeedback of proposed charges to businesses第115页，共161页。116July 22,2022Process of ensuring the correct monies are available
29、for the provision of IT services.Minimize the risk of overspendingMonitor and control performance against predefined targetsEnsure the actual spends can be compared against predicted第116页，共161页。117July 22,2022 Provides cost details of providing services to meet business requirementsTrack actual cost
30、s against budgets Provides details to justify the IT investments and expenditure第117页，共161页。118July 22,2022 第118页，共161页。119July 22,2022 ,OperationalCapitalIndirectDirectVariableFixed ;a ;.,;,第119页，共161页。120July 22,2022Has to be simple,fair and realisticInfluences customer behaviorbalance the quantit
31、y of IT Services with the needs and resources of the customers.make formal evaluations of IT Services and plan for investment based on cost recovery and business benefits 第120页，共161页。121July 22,2022 第121页，共161页。122July 22,2022 ,&CostCost-plusGoing rateMarket priceFixed price第122页，共161页。123July 22,20
32、22第123页，共161页。124July 22,2022 第124页，共161页。125July 22,2022 ,.第125页，共161页。126July 22,2022 :第126页，共161页。127July 22,2022 Business Capacityresponsible for ensuring that the future business requirements for IT Services are considered,planned and implemented in a timely fashion.Service Capacityresponsible
33、for ensuring that the performance of all services,as detailed in the targets in the SLAs and SLRs,is monitored and measured Resource Capacityresponsible for ensuring that all components within the IT Infrastructure that have finite resource are monitored and measured 第127页，共161页。128July 22,2022 第128
34、页，共161页。129July 22,2022 1 2 3 4 5 6 7第129页，共161页。130July 22,2022 ,.第130页，共161页。131July 22,2022 a a -,a 第131页，共161页。132July 22,2022 第132页，共161页。133July 22,2022 -第133页，共161页。134July 22,2022 .第134页，共161页。135July 22,2022 .a a .第135页，共161页。136July 22,2022 容量规划 a ,.第136页，共161页。137July 22,2022建模 a .第137页，共
35、161页。138July 22,2022 第138页，共161页。139July 22,2022 a a !第139页，共161页。140July 22,2022 ,.第140页，共161页。141July 22,2022&第141页，共161页。142July 22,2022 第142页，共161页。143July 22,2022 第143页，共161页。144July 22,2022 P70%4.0-2.82.0 1.41.0 0.730%P70%2.8 1.21.4 0.60.7 0.3P30%1.2-00.6-00.3-0第144页，共161页。145July 22,2022 Do n
36、othingManual workaroundsReciprocal arrangementsGradual recoveryIntermediate recoveryImmediate recovery第145页，共161页。146July 22,2022 A B B A 第146页，共161页。147July 22,2022 第147页，共161页。148July 22,2022 ,a .第148页，共161页。149July 22,2022&,&第149页，共161页。150July 22,2022 第150页，共161页。151July 22,2022 a a a ,()a;.第151
37、页，共161页。152July 22,2022 -()()()第152页，共161页。153July 22,2022&().()a a .()a a .()a .:()/*100%第153页，共161页。154July 22,20221 2#1X#1X#2X#2XXX#3XXXX#1XA#2XA XX AX BXXXXXCable#1Cable#2Exit#1Exit#2Central Computer SystemPowerDisk#1Disk#2System SoftwareTool Software AApplicationTool Software BEthernetH:;V:.第15
38、4页，共161页。155July 22,2022 ,.,.第155页，共161页。156July 22,2022ConfidentialityIntegrityAvailability a ,.第156页，共161页。157July 22,2022 1 26 40 /第157页，共161页。158July 22,2022 ()()3.0.2:第158页，共161页。159July 22,2022第159页，共161页。160July 22,2022Template Version HistorySlide to be deleted before using this template for the first timeVersion No.Version DatePrepared ByReviewed ByApproved BySummary ofChangePIF No.1.027 June 2006Satish MatukumalliInitial Version1374第160页，共161页。演讲完毕，谢谢观看！第161页，共161页。
