IT服务管理_ITIL基础培训_02.pptVIP

* * * * * * * * * * * * * * * 新加页，应急方案改进建议 * * 新加页，应急方案改进建议 * * * * * * * * * * * * * * * * * * * * * * 。SLA 与客户签订；OLA与内部供应者；基础合同与外部供应者 * * * 需要详细列出要求的服务和组件，客户也可以再要求的服务质量和相应成本之间寻求平衡 * * * * * * Colouring scheme and animation added to this slide Animation was added to this slide This slide follows the Deming cycle of “Plan-Do-Check-Act” Each item comes up when enter is pressed Business IT requirements IT operational plan Financial targets Cost analysis Costing models Charges Charging policies Feedback arrow * * * * * * * * * * * * * * * IT服务可用性测量及报告 基本可用性计算 可用性=（AST-DT)/AST*100%