从管理和运营的角度看IT 4专用课件.ppt

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * 操作象限中SMF的内在关系 Operations Review Objective Assess and improve effectiveness of daily operational activities based on established metrics and business need Timing Interval based – regularly scheduled Once a month or once a quarter, for example Depends entirely on environment – specifically on rate of change of service solution and target environment (people, process, and technology) Operations Review: Inputs and Deliverables Inputs Existing OLAs Metrics reports per OLAs (for example, production) Operations guide and service solution specifications Deliverables Request for change to update OLAs Actual versus planned metrics reports with recommendations Target environment efficiency opportunities and quick fixes Modification of procedures, automation, and tools Staffing levels and skill requirements Technical changes (service packs, hardware, tuning) Operations guide updates 支持象限 Supporting Quadrant – Mission of Service Mission of service: the timely resolution of incidents, problems, errors, and inquiries within approved requirements contained in service level agreements Constituent objectives Integrate the processes, tools, and staff required to identify, prioritize, assign, diagnose, track, and resolve: Incidents, problems, errors, requests, and inquiries Provide clear and concise communication with the customer Balance “knowledge scalable” self-help with human-assisted help Achieve seamless external and internal service desks Service Desk SMF Objectives Provide call center services Manage customer communications and customer relationships Key concepts Call center Help desk Customer relationship management (CRM) Incident Management SMF Objectives Restore normal service operation as quickly as possible and minimize any adverse impact on business operations Classify, log, assign, make initial diagnosis, prioritize, and escalate incidents according to policy documents Ke