ppt课件-itilv3introductionandoverview-universityofoxford.pptVIP

Data-Information-Knowledge-Wisdom Data Information - who, what , where? Knowledge - How? Wisdom - Why? Wisdom cannot be assisted by technology – it only comes with experience! Service Knowledge Information Management System is crucial to retaining this extremely valuable information Service Asset and Configuration Managing these properly is key Provides Logical Model of Infrastructure and Accurate Configuration information Controls assets Minimised costs Enables proper change and release management Speeds incident and problem resolution Configuration Management System Painting the Forth Bridge... A Baseline is a “last known good configuration” But the CMS will always be a “work in progress” and probably always out of date. But still worth having Current configuration will always be the most recent baseline plus any implemented approved changes Change Management – or what we all get wrong! Respond to customers changing business requirements Respond to business and IT requests for change that will align the services with the business needs Roles Change Manager Change Authority Change Advisory Board (CAB) Emergency CAB (ECAB) 80% of service interruption is caused by operator error or poor change control (Gartner) Change Types Normal Non-urgent, requires approval Standard Non-urgent, follows established path, no approval needed Emergency Requires approval but too urgent for normal procedure Change Advisory Board Change Manager (VITAL) One or more of Customer/User User Manager Developer/Maintainer Expert/Consultant Contractor CAB considers the 7 Rs Who RAISED?, REASON, RETURN, RISKS, RESOURCES, RESPONSIBLE, RELATIONSHIPS to other changes Release Management Release is a collection of authorised and tested changes ready for deployment A rollout introduces a release into the live environment Full Release e.g. Office 2007 Delta (partial) release e.g. Windows Update Package e.g. Windows Service Pack Phased or Big Bang? Phased release is less painful but more work Deploy ca