ISO20000与IT服务管理概述.pptVIP

ISO20000与IT服务管理;内容介绍;;第一节什么是IT服务管理;ITSM;此页面相当于Word文档的二级标题页面， 一级标题下面如有二级标题，则每个二级标题单独使用此页面。;此页面相当于Word文档的二级标题页面， 一级标题下面如有二级标题，则每个二级标题单独使用此页面。;Topic (讨论)1：;此页面相当于Word文档的二级标题页面， 一级标题下面如有二级标题，则每个二级标题单独使用此页面。;;第二节ISO20000精要讲解;它是一套以流程为导向的IT服务管理方法。 关于IT服务管理认证企业的IT运营和IT服务提供能力的国际通用标准。 一套有关如何采用流程的方法来有效地提供服务以满足客户和业务需求的方法。 代表了业内普遍对IT服务管理过程评价的认识和基础。 同ITIL有紧密的联系。;ITIL/ISO20000标准的发展;Information technology –Service management –Part 1: Specification 信息技术-服务管理-第一部分: 规范;Chap 1 范围 Chap 2 术语定义 Chap 3 管理体系要求 Chap 4 计划和实施服务管理 Chap 5 变更或新服务的计划和实施 ---------------------------------------------------------------------- Chap 6 服务提交过程 Chap 7 关系过程 Chap 8 解决过程 Chap 9 控制过程 Chap 10 发布过程;ISO20000体系内容;1. Scope 范围;2. Terms and Definitions术语和定义;3 Requirements for management system管理体系要求;4 Planning and implementing service management服务管理的计划和实施（1/4）;4 Planning and implementing service management服务管理的计划和实施（2/4）;4 Planning and implementing service management服务管理的计划和实施（3/4）;4 Planning and implementing service management服务管理的计划和实施（4/4）;5 Planning implementing new or changed services新的变更服务的实施计划;6 Service Delivery Process服务提交流程;6.2 Service reporting Objective: To procedure agreed, timely, reliable, accurate reports for informed decision making and effective communication. Service reports shall be produced to meet identified needs and customer requirements. Typically service reporting shall include: Performance against service level targets. Non-compliance and issues. Workload characteristics. Performance reporting following major events. Trend information. Satisfaction analysis.;6.3 Availability and service continuity management Objective: To ensure that agreed obligations to customers can be met in all circumstances. Shall be identified on the basis of business plans, SLAs, and risk assessments. Plans shall be developed and reviewed at least annually. Availability shall be measured and recorded. Continuity plans shall be retained off-site, tested according to business need, with all tests recorded an