IT运维管理与运营管理-信息中心向运营中心的转变（下）.pptVIP

1st Call Resolution Report By Operator Call Efficiency Report Calls Opened By Dept And Config Item Type Categorization of Unavailable Config Items Change Cost Analysis Configuration Items By Age Economic Impact of SLA Failures Failed Changes Incident Closure Analysis Incident Management Ad Hoc Crosstab Problem Management Cost Analysis Problem Management Recommendations Recurrent Outages Service Contract Cost Analysis Service Management Ad Hoc Crosstab SLA Availability Successes SLA Response Time Successes Tasks Under Change Strategic Planning Assumption: Through 2008, 65 perc