ITIL
文章平均质量分 54
chenchdy
这个作者很懒,什么都没留下…
展开
-
ITIL Overview
ITIL Overview ITIL 最早源自英国的CCTA(Central Communications and Telecom Agency) 3P: People, processes and products People: customers : IT服务的购买者Users: IT服务的最终使用者 Processes:原创 2008-04-20 11:55:00 · 388 阅读 · 0 评论 -
Service Support- Change Management
1. Scope of Change Management- Hardware- Communications equipment and software- System software- Live applications software- All documentation and procedures associated with the running, s原创 2008-05-04 16:51:00 · 581 阅读 · 0 评论 -
Service Support- Configuration Management
1. Responsibilities: a. planning: purpose, scope,objectives, policies and procedures, as well as the organizational and technical context. b. Identification and naming。 CMDB里面的CIc. Control : 确保原创 2008-05-01 09:07:00 · 400 阅读 · 0 评论 -
Financial Management for IT Services
Financial Management for IT Services a. Budgeting b. IT Accounting – Cost Type: Hardware, Software, People, Accommodation, External Service and Transfer– Categorizatio原创 2008-04-23 17:48:00 · 373 阅读 · 0 评论 -
IT Service Continuity Management
IT Service Continuity Management a. The mission for IT Service Continuity Management is to support the overall Business Continuity Management process by ensuring that the required IT technic原创 2008-04-23 17:47:00 · 468 阅读 · 0 评论 -
Availability Management
Availability Management a. Availability: The ability of a component or service to perform its required function at a stated instant or over a stated period of time. 时间上来讲b. Reliability原创 2008-04-23 17:44:00 · 502 阅读 · 0 评论 -
Service Support-Problem Management
Problem Management Goal : Minimize impact of Incidents& ProblemsPrevent recurrence of IncidentsImproving productive use of resources Problem Control Identification and Regis原创 2008-04-23 17:43:00 · 357 阅读 · 0 评论 -
Service Support-Incident Management
Incident Management Goal: Resolve service event as quickly as possible, at least within the targeted time as documented in the service level agreement. (SLA 规定的时间)Evaluate an incid原创 2008-04-23 17:18:00 · 492 阅读 · 0 评论 -
Service Desk
Service Desk SPOC : single point of contact Service desk is not charged with finding the root cause of a service interruption; that responsibility lies with Problem Management.原创 2008-04-23 17:13:00 · 458 阅读 · 0 评论 -
Service Level Management
a. SLM processEstablish FunctionImplementing SLAManaging the ongoing processPeriodic Review b. Service Level Requirements : 准备草稿,客户提需求,可能要多次协商,讨论c. Agreements and contrac原创 2008-05-04 17:37:00 · 657 阅读 · 1 评论