ITIL基础培训FoundationTraining.ppt

Presentation Title * Presentation Title * Presentation Title * Presentation Title * Presentation Title * Presentation Title * Presentation Title * Presentation Title * Presentation Title * 开发中心和运营中心都要做。 Presentation Title * Presentation Title * Presentation Title * Presentation Title * Presentation Title * Presentation Title * SLM : the link between the IT organization and the customers. Through SLM, a better relationship between IT and customers will be developed Implementing SLM can only be completely successful when the other ITIL processes are implemented as well. Presentation Title * Presentation Title * 2. Service Level Manager ensure good communication with the client IT management. 4. SIP: To improve the IT service. It could be executed in the form of project, actions. Data will be documented 6. Service Quality Plan : in order to deliver the agreed quality to the customers. Description what we need to do in order to deliver the desired quality service Description the actions to take when we do not deliver the correct quality Presentation Title * Sla sign with customer; ola: itOps/internal suppliers. Uc: itOps/external suppliers Presentation Title * Presentation Title * Presentation Title * Service Level Manager 1) Responsible for the implementing of the process and maintaining or improving the Service Levels. 2) Negotiate the service levels with the customers. Establish: 0) Identify the Service Level Requirement 1) Design procedure 2) Create service catalogue; 3) Define drafted SLA, SQP, negotiate SLA, UC, OLA Implement : 1) Establish SLA 2) Seek agreement 3) Establish and review the UCs, OLAs 4) Define reporting and review processes 5) Publish SLA … Manage 1) Monitor :monitor the performance, availability and support service levels 2) Report: show the figures required and the actually measured about the service levels. Review 1) Periodic service review meeting; 2) SIP creation 3) Maintenance of SLA, OLAs, UCs. Presentation Title * Presentatio