it 服务管理经典课件课本 01--itsm简介资料.pptVIP

Presentation Title Date Copyright ? 2001 Computer Associates International, Inc. All rights reserved. * Slide purpose: Conversation opener. Talk about the state of the market and identify customer’s position on this maturity curve since it will help you articulate how CA can take them to the next level Script: Today, we are going to start with this chart showing the evolution of Service Management over time. The characteristics of each maturity levels are as follows: Fire fight level: Is your help desk continually dodging bullets and fighting fires? Is “Joe” the help desk analyst frustrated and worn out from being the dart board for all IT operation problems? Characteristics: operator, labor driven, chaotic and dispatch focus React level: Your help desk tracks incidents till closure, but there is little automation, no integration with IT infrastructure tools and no process definition. Tickets are “logged and flogged”. Characteristics: Generalist, Single Point of Contact (SPOC), basic incident and problem handling; emphasis on break/fix, minimal measurement, rudimentary availability SLA, and lots of data without context Service centric support level: Your “Service Desk ” manages all service requests between the IT infrastructure and the service consumers (employees, customers and partners). Characteristics: Problem, change, and asset management, operational level agreements established, prioritize incident handling; plus root cause analysis; end user SLA for response and availability, leverage organizational knowledge for incident resolution, automated problem requests via integrations with NSM, Asset Mgmt, Software Delivery, etc. Self-managing infrastructure level: Applications, devices and systems automatically report problems to the Service Desk. SLAs are aligned with business objectives. Characteristics: Linkages between IT and Business; Availability and Performance directly linked to business priorities, Integrated Service Center and Operations; c