IT运维IT服务与ITIL.ppt

* ITIL promotes: a customer culture a common terminology an ‘end to end’ view of IT services improvement in communication the breakdown of silo mentality a holistic view of service provision a recognised qualification system for individuals * ITIL is: process based impartial technology independent public domain common sense scalable regularly updated internationally relevant linked to a standard (BS15000) * Tools support the process – not the other way round Common tool for Incident,Problem Change Management Automated workflows escalation Links to configuration data Links to systems/network management tools Effective support for metrics Tools can greatly assist with efficiency * Results of Service Management Managing IT service is really about supporting the enabling technology to ensure: Customers understand and access support mechanisms IT is there when you need it Service is restored quickly Elimination of recurring problems You know when things are changing before they actually change * Unexpected changes that you find out about when they cause you grief Hard to find standards; not being able to find the documented standard Confusion on support; not knowing who supports what Multiple handoffs between service providers in response to break/fix Having to reassess and analyze information that someone else has already collected Missing measures and metrics that tell us how we are doing The lack of a repository where all service providers can access group knowledge and known errors * 事件管理 所谓事件是指任何不符合标准操作、且已经引起或可能引起服务中断和服务质量下降的事件。事件管理的目的就是在出现事件时尽可能快地恢复服务的正常运作，避免其造成业务中断，以确保最佳的服务可用性级别。为了实现这个目的，事件管理流程必须最佳地利用资源支持业务、开发和维护有效的事件记录以及设计和应用统一的事件报告方法。　　问题管理 问题是导致一些或多起事件的潜在原因，问题管理就是尽量减少服务基础架构、人为错误和外部事件等缺陷或过失对客户造成影响，并防止它们重复发生的过程。发生事件并不一定表明存在问题，问题也不一定要等发生事件后才能发现。　　事件管理和问题管理的目标是相同的，但两者的侧重点不同。前者是强调“尽快恢复服务”，为此可以采取各种各样的措施，包括一些临时性的措施；而后者强调“从根本上解决问题”，即让事件不再发生，或者即使发生也有很好的应对措施。　　变更管理 变更是指对IT基础架构组件（包括硬件、网络、软件、应用、环境、系统及相关文档）进行增加、修改或移除。变更管理的目的是使用标准方法和规程来快速有效地处理所有变更，以减少