IT 服务管理综述论.pptVIP

Presentation Title Copyright ? 2003 HP corporate presentation. All rights reserved. * Under document maintenance, if you have change management, you’ll see change queue. This assumes that your document publishing is under change control. This is prescribed by the KCS I role. So for example, if it’s a global policy document, they should go through change control (and require change management). If it’s just a quick incident solution, it can get approved by a KCS II to be published internally. If you want it published externally, it goes through KCS III Presentation Title Copyright ? 2003 HP corporate presentation. All rights reserved. * The Problem Management application allows the problem manager to control the processes related to problem control, error control and access related changes. When business services are disrupted multiple CIs may be in question. Problem Management makes it easy to task out work related to the diagnosis of each of the supporting CIs Error records are opened when the root cause has been identified. One known error is opened for each root cause problem found. This approach ensures that the right resources are allocated to resolving the problem and that each activity can be managed. A new problem record captures the information required to drive the process. There are two phases to the problem control process Classification and Diagnosis. The Classification phase is used to capture the information necessary to start the process. In addition to the primary CI, Affected CIs can also be associated to the problem record. Typically, these CIs represent supporting infrastructure for a business service or system. These CIs can be used later in the process to assign work tasks. Once a root cause has been identified a Known Error is created. Multiple Known Errors can be related to a single problem. The information used to create the Known Error can also be passed back to the service desk. This information includes the Problem Description and Work Ar