每天进步一点点……

PinnedSectionListView继承自listview，众所周知listview的每个子view都是按顺序跟着滚动的，要实现联系人listview的效果还真的找不到思路。看了PinnedSectionListView之后，感觉要改造一个现有的控件，一般都是通过重绘子view来实现的。ViewGroup（ListView继承自它）重绘子view的方法是dispatchDraw。

Android 使用开源库StickyGridHeaders来实现带sections和headers的GridView显示本地图片效果

android StickyHeaderListView 分组listview，标题停靠

高仿小米商城引导页动画效果，各种动画各种飞~

左右滑动的引导页动画，viewpager滑动

安卓仿墨迹天气往下滑动带动画效果的引导页

安卓自定义actionbar，可以添加tab，以及下来菜单。

竖向滑动自动显示完整图片的viewpager

方形图片通过遮罩处理，显示成圆形的图片。

实线圆角框，虚线圆角框，渐变加部分圆角框，部分圆角框等效果。

模仿赶集网，网上滑动屏幕，以时间轴的方式展示动画效果的引导页。

gridview的方式展示数据，每页显示4个数据，左右滑动可以查看下一页的页面内容。

安卓水平滑动引导页动画，运行效果是一个小人拉着行李箱在往右走，向左滑动屏幕的时候小人腿在跑呀跑的。

安卓 android微超市项目源码 多图片上传

安卓 android一键分享 新浪微博 腾讯微博，qq空间，qq，人人网

获取手机联系人，通讯录列表，显示名字和电话。

高德地图案例包含地图定位，周边搜索，关键字搜索

第1章引言 1 第2章IT服务管理的背景 5 2.1服务和质量 5 2.1.1质量保证 7 2.1.2组织成熟度 9 2.2组织和政策 12 2.2.1愿景、目标和政策 12 2.2.2规划周期 14 2.2.3文化 15 2.2.4人力资源管理 16 2.2.5IT客户关系管理 17 2.3流程管理 19 2.3.1流程 20 2.3.2流程和部门 22 2.3.3IT服务管理 23 第3章ITIL简介 25 3.1背景 25 3.2组织 28 3.2.1OGC(CCTA) 28 3.2.2itSMF 28 3.2.3EXIN和ISEB 29 3.3ITIL出版物 30 3.3.1服务交付 31 3.3.2服务支持 33 3.3.3安全管理 35 3.3.4ICT基础设施管理 35 3.3.5应用管理 35 3.3.6服务管理实施规划 35 3.3.7业务视角 36 第4章事件管理 37 4.1概述 37 4.2目标 41 4.3流程 42 4.3.1事件管理活动 42 4.3.2与其他流程之间的关系 43 4.4活动 44 4.4.1接收和记录 46 4.4.2归类 47 4.4.3匹配 49 4.4.4调查与诊断 49 4.4.5解决与恢复 49 4.4.6终止 49 4.4.7进度跟踪与监控 49 4.5流程控制 50 4.5.1关键成功因素 50 4.5.2绩效指标 51 4.5.3职责和角色 51 4.6成本和可能产生的问题 52 4.6.1成本 52 4.6.2可能产生的问题 52 第5章问题管理 55 5.1介绍 55 5.1.1对“问题”和“已知错误”的定义 55 5.1.2与事件管理之间的关系 56 5.2目标 57 5.3流程 58 5.3.1问题管理活动 58 5.3.2与其他流程之间的关系 59 5.4活动 60 5.4.1问题控制 60 5.4.2错误控制 63 5.4.3主动问题管理 66 5.4.4提供信息 66 5.5流程控制 66 5.5.1关键成功因素 66 5.5.2关键绩效指标和管理报告 67 5.5.3职能和角色 68 5.6成本和可能产生的问题 69 5.6.1成本 69 5.6.2可能产生的问题 69 第6章配置管理 71 6.1概述 71 6.2目标 73 6.3流程 75 6.3.1配置管理活动 75 6.3.2与其他流程的关系 76 6.4活动 78 6.4.1规划 78 6.4.2识别 78 6.4.3状态记录 87 6.4.4配置项的控制 89 6.4.5检验和审计 89 6.5流程控制 90 6.5.1关键成功因素 91 6.5.2管理报告和绩效指标 91 6.5.3职责和角色 91 6.6成本和可能产生的问题 92 6.6.1成本 92 6.6.2可能产生的问题 93 第7章变更管理 95 7.1介绍 95 7.2目标 98 7.3流程 98 7.3.1变更管理活动 98 7.3.2变更管理流程与其他流程的关系 99 7.4活动 101 7.4.1记录 102 7.4.2验收 103 7.4.3分类 104 7.4.4规划和批准 105 7.4.5协调 107 7.4.6评价 108 7.4.7紧急变更实施 109 7.5流程控制 109 7.5.1管理报告 109 7.5.2绩效指标 110 7.6成本和可能产生的问题 110 7.6.1成本 110 7.6.2可能产生的问题 111 第8章发布管理 113 8.1概述 113 8.2目标 118 8.3流程 119 8.3.1发布管理活动 119 8.3.2与其他流程的关系 120 8.4活动 121 8.4.1规划和实施发布管理 121 8.4.2发布管理活动 121 8.5成本和可能产生的问题 126 8.5.1成本 126 8.5.2可能产生的问题 127 第9章服务台 129 9.1概述 129 9.2目标 130 9.3结构 131 9.3.1可达性 131 9.3.2业务支持 131 9.3.3服务台结构的选择 131 9.3.4服务台人员 134 9.3.5服务台技术 135 9.4活动 135 9.4.1响应呼叫请求 135 9.4.2发布信息 136 9.4.3供应商联络 136 9.4.4运营管理任务 136 9.4.5基础设施监控 137 9.5效果 137 9.5.1管理报告 137 9.5.2关键成功因素 138 第10章服务级别管理 139 10.1概述 139 10.2目标 141 10.3流程 142 10.3.1服务级别管理活动 143 10.3.2与其他流程的关系 144 10.4活动 146 10.4.1识别 146 10.4.2定义 147 10.4.3签约 149 10.4.4监控 150 10.4.5报告 151 10.4.6评审 151 10.5流程控制 152 10.5.1关键成功因素和关键绩效指标 152 10.5.2管理报告 153 10.5.3职能和角色 153 10.6成本和可能产生的问题 154 10.6.1成本 154 10.6.2可能产生的问题 154 第11章IT服务财务管理 155 11.1概述 155 11.2目标 159 11.3流程 160 11.3.1财务管理活动 161 11.3.2与其他流程的关系 162 11.4活动 163 11.4.1预算 163 11.4.2会计核算 164 11.4.3计费 166 11.4.4报告 168 11.5流程控制 168 11.5.1关键成功因素和绩效指标 168 11.5.2管理报告 169 11.5.3职责和角色 169 11.6成本和可能产生的问题 169 11.6.1成本 169 11.6.2可能产生的问题 170 第12章能力管理 171 12.1概述 171 12.2目标 172 12.3流程 173 12.3.1能力管理活动 174 12.3.2与其他流程的关系 175 12.4活动 176 12.4.1制定能力计划 177 12.4.2模拟 178 12.4.3应用选型 178 12.4.4监控 179 12.4.5分析 179 12.4.6调整 179 12.4.7实施 179 12.4.8需求管理 179 12.4.9创建能力数据库 180 12.5流程控制 180 12.5.1关键成功因素和绩效指标 181 12.5.2管理报告 181 12.5.3职责和角色 182 12.6成本和可能产生的问题 182 12.6.1成本 182 12.6.2可能产生的问题 182 第13章IT服务持续性管理 185 13.1概述 185 13.2目标 186 13.3流程 186 13.3.1IT服务持续性管理活动 186 13.3.2与其他流程的关系 187 13.4活动 187 13.4.1确定IT服务持续性管理的范围 188 13.4.2业务影响度分析 189 13.4.3风险评估 190 13.4.4服务持续性战略 192 13.4.5组织和实施规划 195 13.4.6预防措施和恢复方案 195 13.4.7制定恢复计划和程序 196 13.4.8初始测试 197 13.4.9培训和意识培养 197 13.4.10评价和审查 198 13.4.11测试 198 13.4.12变更管理 198 13.4.13保证 198 13.5流程控制 198 13.5.1关键成功因素和绩效指标 199 13.5.2管理报告 199 13.5.3职能和角色 199 13.6成本和可能产生的问题 200 13.6.1成本 200 13.6.2可能产生的问题 201 第14章可用性管理 203 14.1概述 203 14.2目标 205 14.3流程 207 14.3.1可用性管理活动 207 14.3.2与其他流程的关系 208 14.4活动 209 14.4.1确定可用性需求 210 14.4.2可用性设计 210 14.4.3可维护性设计 211 14.4.4关键的安全性问题 211 14.4.5维护管理 211 14.4.6评价和报告 212 14.4.7制定可用性计划 213 14.4.8工具 214 14.4.9方法和技巧 214 14.5流程控制 217 14.5.1关键成功因素和绩效指标 217 14.5.2报告 218 14.5.3职责和角色 218 14.6成本和可能产生的问题 219 14.6.1成本 219 14.6.2可能产生的问题 219 第15章安全管理 221 15.1概述 221 15.2目标 222 15.3流程 223 15.3.1安全管理活动 223 15.3.2与其他流程的关系 225 15.3.3服务级别协议中的安全部分 229 15.3.4运营级别协议中的安全部分 230 15.4活动 231 15.4.1控制 231 15.4.2计划 232 15.4.3实施 233 15.4.4评估 234 15.4.5维护 234 15.4.6报告 235 15.5流程控制 236 15.5.1关键成功因素和绩效指标 236 15.5.2职责和角色 236 15.6成本和可能产生的问题 236 15.6.1成本 236 15.6.2可能产生的问题 236 第16章ICT基础设施管理 239 16.1概述 239 16.1.1业务方面 239 16.2.2ICT方面 240 16.3.3ICT基础设施管理和ICT服务管理 240 16.2目标 241 16.3流程 242 16.3.1ICT基础设施管理活动 242 16.3.2与其他流程的关系 243 16.4活动 243 16.4.1设计和规划 243 16.4.2部署 246 16.4.3运营 248 16.4.4技术支持 252 16.5流程控制 254 16.5.1关键成功因素和绩效指标 254 16.5.2管理报告 255 16.5.3职能和角色 255 16.6成本和可能的问题 255 16.6.1成本 255 16.6.2可能产生的问题 256 第17章应用管理 257 17.1概述 257 17.2目标 258 17.3流程 259 17.3.1管理业务价值 259 17.3.2与其他流程的关系 264 17.4活动 269 17.4.1需求 269 17.4.2设计 270 17.4.3构建 271 17.4.4部署 272 17.4.5运营 273 17.4.6优化 275 17.5流程控制 276 17.5.1管理报告和绩效指标 276 17.5.2职能和角色 277 17.6成本和可能产生的问题 279 17.6.1成本 279 17.6.2可能产生的问题 279 附录A案例研究--敏捷信使公司(QuickCouriers) 281 A.1配置管理 282 A.2事件管理和服务台 283 A.3问题管理 284 A.4变更管理 285 A.5发布管理 286 A.6可用性管理 287 A.7能力管理 288 A.8IT服务持续性管理 288 A.9财务管理 289 A.10服务级别管理 290 附录B可用资源 293 B.1推荐书目 293 B.2相关网站 294[1]

第1章 引言 第2章 IT服务管理的背景 2.1 服务和质量 2.2 组织和政策 2.3 流程管理 第3章 ITIL简介 3.1 背景 3.2 组织 3.3 ITIL出版物 第4章 事件管理 4.1 概述 4.2 目标 4.3 流程 4.4 活动 4.5 流程控制 4.6 成本和可能产生的问题 第5章 问题管理 5.1 介绍 5.2 目标 5.3 流程 5.4 活动 5.5 流程控制 5.6 成本和可能产生的问题 第6章 配置管理 6.1 概述 6.2 目标 6.3 流程 6.4 活动 6.5 流程控制 6.6 成本和可能产生的问题 第7章 变更管理 7.1 介绍 7.2 目标 7.3 流程 7.4 活动 7.5 流程控制 7.6 成本和可能产生的问题 第8章 发布管理 8.1 概述 8.2 目标 8.3 流程 8.4 活动 8.5 成本和可能产生的问题 第9章 服务台 第10章 服务级别管理 第11章 IT服务财务管理 第12章 能力管理 第13章 IT服务持续性管理 第14章 可用性管理 第15章 安全管理 第16章 IT服务管理资格认证考试 第17章 案例研究——敏捷信使公司

1.1 IT服务管理的产生和发展................................................................................................... 7 1.1.1 IT服务管理的产生背景 ............................................................................................ 7 1.1.2 IT服务管理产生的必然性 ........................................................................................ 9 1.1.3 IT服务管理的发展过程 .......................................................................................... 11 1.2 IT服务管理的定义和范围................................................................................................. 12 1.2.1 IT服务管理的定义 ................................................................................................. 12 1.2.2 IT服务管理的核心思想 .......................................................................................... 13 1.2.3 IT服务管理的基本原理 .......................................................................................... 14 1.2.4 IT服务管理的范围 ................................................................................................. 15 1.3 IT服务管理的价值 ........................................................................................................... 16 1.3.1 商业价值 ............................................................................................................... 16 1.3.2 财务价值 ............................................................................................................... 16 1.3.3 员工的受益............................................................................................................ 16 1.3.4 创新价值 ............................................................................................................... 17 1.4 IT服务管理价值链 ........................................................................................................... 17 1.4.1 价值链再造............................................................................................................ 17 1.4.2 卡位价值链............................................................................................................ 18 1.5 IT服务管理与企业信息化................................................................................................. 18 1.5.1 信息化的“冰面” ...................................................................................................... 18 1.5.2 IT服务管理作为“破冰船” ........................................................................................ 19 1.6 IT服务管理领域的国际进展及在我国的发展现状 ............................................................. 20 1.6.1 国际进展：用数字说话.......................................................................................... 20 1.6.2 国内现状：形势不容乐观 ...................................................................................... 21 第2章 IT服务管理基础知识 ........................................................................................................ 23 2.1 服务和服务管理 .............................................................................................................. 23 2.1.1 服务管理的定义和产生背景................................................................................... 23 2.1.2 服务管理的特征 .................................................................................................... 24 2.1.3 服务战略 ............................................................................................................... 24 2.1.4 服务设计 ............................................................................................................... 25 2.1.5 服务运营 ............................................................................................................... 25 2.1.6 服务利润链............................................................................................................ 26 2.1.7 服务三角形............................................................................................................ 27 2.2 服务质量和服务质量管理 ................................................................................................ 28 2.2.1 服务质量的定义 .................................................................................................... 28 2.2.2 服务质量要素 ........................................................................................................ 29 2.2.3 服务质量差距 ........................................................................................................ 29 2.3 流程和流程管理 .............................................................................................................. 31扩展：管理概念的理解 / it服务管理体系 / it服务管理培训 2.3.1 流程的定义和意义 ................................................................................................. 31 2.3.2 服务流程模型 ........................................................................................................ 31 2.3.3 流程的规模和范围 ................................................................................................. 32 it服务管理 IT服务管理：概念、理解与实施 2.4 最佳实践 ......................................................................................................................... 33 2.4.1 为什么要采用最佳实践.......................................................................................... 33 2.4.2 最佳实践的结晶：ITIL ........................................................................................... 33 2.5 IT服务管理知识框架体系................................................................................................. 34 2.5.1 ITIL的产生和发展.................................................................................................. 35 2.5.2 ITIL的特点 ............................................................................................................ 36 2.5.3 ITIL各模块的含义.................................................................................................. 39 2.5.4 ITIL与ITSM之间的关系 ....................................................................................... 41 第3章 IT服务管理理论（1）：服务提供 ...................................................................................... 43 3.1 概述 ................................................................................................................................ 43 3.1.1 服务提供流程的基本内容 ...................................................................................... 43 3.1.2 服务提供流程的特点和功能................................................................................... 43 3.2 服务级别管理 .................................................................................................................. 44 3.2.1 基本概念 ............................................................................................................... 44 3.2.2 目标和范围............................................................................................................ 45 3.2.3 职责和功能............................................................................................................ 46 3.2.4 主要活动 ............................................................................................................... 46 3.2.5 效益、成本和问题 ................................................................................................. 49 3.3 IT服务财务管理 ............................................................................................................... 51 3.3.1 基本概念 ............................................................................................................... 51 3.3.2 目标和范围............................................................................................................ 51 3.3.3 职责 ...................................................................................................................... 52 3.3.4 主要活动 ............................................................................................................... 52 3.3.5 成本、效益和问题 ................................................................................................. 57 3.4 能力管理 ......................................................................................................................... 58 3.4.1 基本概念 ............................................................................................................... 59 3.4.2 目标和范围............................................................................................................ 59 3.4.3 职责和功能............................................................................................................ 60 3.4.4 主要活动 ............................................................................................................... 60 3.4.5 成本、效益和问题 ................................................................................................. 64 3.5 IT服务持续性管理......................................................................................................... 65 3.5.1 基本概念 ............................................................................................................... 65 3.5.2 目标和范围............................................................................................................ 66 3.5.3主要活动 ................................................................................................................ 66扩展：管理概念的理解 / it服务管理体系 / it服务管理培训 3.5.4 成本、效益和问题 ................................................................................................. 72 3.5.5 管理报告和关键绩效指标 ...................................................................................... 73 3.6 可用性管理...................................................................................................................... 73 3.6.1 基本概念 ............................................................................................................... 74 3.6.2 目标和范围............................................................................................................ 75 3.6.3 职责和功能............................................................................................................ 76 3.6.4 主要活动 ............................................................................................................... 76 3.6.5 可用性管理方法与技巧.......................................................................................... 81 3.6.6 效益、成本和问题 ................................................................................................. 85 第4章 IT服务管理理论（2）：服务支持 .................................................................................. 87? 2 it服务管理 IT服务管理：概念、理解与实施 4.1 概 述 ............................................................................................................................. 87 4.1.1 服务支持流程的基本内容 ...................................................................................... 87 4.1.2 服务支持流程的特点和功能................................................................................... 87 4.1.3服务支持流程与服务提供流程的关系 ..................................................................... 88 4.2 服务台 ............................................................................................................................. 88 4.2.1 基本概念 ............................................................................................................... 88 4.2.2 服务台的必要性 .................................................................................................... 89 4.2.3 职能 ...................................................................................................................... 89 4.2.4 与其它流程的关系 ............................................................................................... 89 4.2.5 服务台的构建模式 ................................................................................................. 90 4.2.6主要活动 ................................................................................................................ 94 4.2.7 服务台的典型角色和关键评价指标 ........................................................................ 96 4.3 事故管理 ......................................................................................................................... 97 4.3.1 基本概念 ............................................................................................................... 97 4.3.2 目标和范围.......................................................................................................... 101 4.3.3 主要活动 ............................................................................................................. 101 4.3.4 效益、成本和问题 ............................................................................................... 107 4.3.5 关键绩效指标 ...................................................................................................... 108 4.4 问题管理 ....................................................................................................................... 108 4.4.1 基本概念 ............................................................................................................. 108 4.4.2 目标、范围和职能 ............................................................................................... 109 4.4.3 问题管理过程 ...................................................................................................... 110 4.4.4问题控制 .............................................................................................................. 111 4.4.5 错误控制 ............................................................................................................. 113 4.4.6 主动问题管理 ...................................................................................................... 114 4.4.7 管理报告 ............................................................................................................. 115 4.4.8 效益、成本和问题 ............................................................................................... 115 4.5 配置管理 ....................................................................................................................... 117扩展：管理概念的理解 / it服务管理体系 / it服务管理培训 4.5.1 基本概念 ............................................................................................................. 117 4.5.2 目标和范围.......................................................................................................... 119 4.5.3 主要活动 ............................................................................................................. 119 4.5.4 成本、效益和问题 ............................................................................................... 122 4.5.5 管理报告和关键绩效指标 .................................................................................... 123 4.6 变更管理 ....................................................................................................................... 124 4.6.1 基本概念 ............................................................................................................. 125 4.6.2 目标和范围.......................................................................................................... 126 4.6.3 主要活动 ............................................................................................................. 127 4.6.4 成本、效益和问题 ............................................................................................... 132 4.6.5 管理报告和绩效指标 ........................................................................................... 132 4.7 发布管理 ....................................................................................................................... 133 4.7.1 基本概念 ............................................................................................................. 133 4.7.2 目标和范围.......................................................................................................... 134 4.7.3 主要活动 ............................................................................................................. 135 4.7.4 成本、效益和问题 ............................................................................................... 138 4.7.5 管理报告和关键绩效指标 .................................................................................... 139? 3 it服务管理 IT服务管理：概念、理解与实施 第5章 IT服务管理方法 ............................................................................................................. 141 5.1 概述 .............................................................................................................................. 141 5.2 微软的管理运营框架 ..................................................................................................... 141 5.2.1 微软企业服务框架 ............................................................................................... 141 5.2.2 MOF模型简介 ..................................................................................................... 142 5.2.3 MOF流程模型 ..................................................................................................... 143 5.2.4 MOF团队模型 ..................................................................................................... 146 5.2.5 MOF风险模型 ..................................................................................................... 149 5.2.6 MOF与ITIL之间的关系 ...................................................................................... 151 5.3 惠普的IT服务管理参考模型 ......................................................................................... 151 5.3.1 模型简介 ............................................................................................................. 151 5.3.2 模型原理 ............................................................................................................. 152 5.3.3 流程介绍 ............................................................................................................. 153 5.4 PinkRoccade的应用服务库 ........................................................................................... 159 5.4.1 应用管理的原理和方法........................................................................................ 159 5.4.2 ASL的框架 .......................................................................................................... 160 5.4.3 ASL的流程 .......................................................................................................... 161 5.4.4 应用管理专家 ...................................................................................................... 163 5.5 联盈数码的IT服务管理模型 ......................................................................................... 164 5.5.1 国外“最佳实践”的本土化 ..................................................................................... 164 5.5.2 联盈数码IT服务模型简介................................................................................... 164?第6章 IT服务管理工具 ............................................................................................................. 167扩展：管理概念的理解 / it服务管理体系 / it服务管理培训 6.1 IT服务管理工具简介...................................................................................................... 167 6.1.1 为什么需要服务管理工具 .................................................................................... 167 6.1.2 工具不是万能的 .................................................................................................. 168 6.1.3 IT服务管理工具的分类 ........................................................................................ 168 6.2 软件的评价和选择 ......................................................................................................... 169 6.2.1 一般评价标准 ...................................................................................................... 169 6.2.2 其它要注意的问题 ............................................................................................... 170 第7章 IT服务管理实施方法论 .................................................................................................. 171 7.1 实施IT服务管理的必要性和可行性分析 ....................................................................... 171 7.1.1 必要性分析.......................................................................................................... 171 7.1.2 可行性分析.......................................................................................................... 172 7.1.3 实施IT服务管理可能碰到的问题 ........................................................................ 172 7.2 确立远景目标 ................................................................................................................ 173 7.2..1 确立服务管理远景目标....................................................................................... 173 7.2.2 宣传和推广远景目标 ........................................................................................... 173 7.2.3 授 权 .................................................................................................................. 174 7.2.4 设定方向 ............................................................................................................. 175 7.3 评估现状 ....................................................................................................................... 175 7.3.1 IT部门成熟度 ...................................................................................................... 176 7.3.2 体制变革 ............................................................................................................. 176 7.3.3 利益相关者及其需求 ........................................................................................... 177 7.4 确立目标 ....................................................................................................................... 177? 4 it服务管理 IT服务管理：概念、理解与实施 7.5 计划如何实现目标 ......................................................................................................... 180 7.5.1 从哪里开始.......................................................................................................... 180 7.5.2 加强沟通和理解 .................................................................................................. 181 7.5.3 管理组织变革 ...................................................................................................... 181 7.5.4 管理文化变革 ...................................................................................................... 184 7.5.5 实施角色 ............................................................................................................. 186 7.5.6培 训 ................................................................................................................... 188 7.6 确认是否达到目标 ......................................................................................................... 188 7.7 持续改进 ....................................................................................................................... 188 第8章 IT服务组织设计 ............................................................................................................. 190 8.1 组织理论简介 ................................................................................................................ 190 8.1.1 组织的定义和重要性 ........................................................................................... 190 8.1.2 组织的构成.......................................................................................................... 190 8.1.3 影响组织设计的因素 ........................................................................................... 191 8.1.4 传统的组织结构模式 ........................................................................................... 192 8.1.5 服务组织的设计 .................................................................................................. 193扩展：管理概念的理解 / it服务管理体系 / it服务管理培训 8.2 IT服务组织结构和设计 .................................................................................................. 194 8.2.1 传统的IT组织（部门）结构模式 ........................................................................ 194 8.2.2 面向服务的IT组织结构模式 ............................................................................... 195 8.3 IT服务组织的人员和角色............................................................................................... 196 8.3.1 任务 .................................................................................................................... 196 8.3.2 角色 .................................................................................................................... 197 8.3.3 人员 .................................................................................................................... 198 8.4 IT服务组织的文化 ......................................................................................................... 199 8.4.1 什么是组织文化 .................................................................................................. 199 8.4.2 为什么要建立服务文化........................................................................................ 199 8.4.3 如何形成服务文化 ............................................................................................... 200 8.5 IT服务人员培训与发展 .................................................................................................. 201 8.5.1 为什么要培训 ...................................................................................................... 201 8.5.2 什么人要接受培训 ............................................................................................... 201 8.5.3 什么时候进行培训 ............................................................................................... 202 8.5.4 怎样进行培训 ...................................................................................................... 202 8.5.5 培训的内容是什么 ............................................................................................... 202 8.6 IT服务组织：变革和实施............................................................................................... 203 8.6.1 制定组织变革规划 ............................................................................................... 203 8.6.2 进行组织变革 ...................................................................................................... 205 8.6.3 评审组织变革效果 ............................................................................................... 206 8.6.4 组织变革的成本、效益和风险 ............................................................................. 206 8.7 IT服务组织设计案例研究............................................................................................... 207 8.7.1案例研究1：小规模IT组织................................................................................. 207 8.7.2案例研究2：大规模IT组织................................................................................. 208 第9章 IT服务外包管理 ............................................................................................................. 210 9.1 IT服务外包的历史背景与现状 ....................................................................................... 210 9.1.1 历史背景 ............................................................................................................. 210? 5 it服务管理 IT服务管理：概念、理解与实施 9.1.2 国外发展现状 ...................................................................................................... 210 9.1.3 国内发展现状 ...................................................................................................... 211 9.2 IT外包管理概述 ............................................................................................................. 212 9.2.1 IT服务外包的分类 ............................................................................................... 212 9.2.2 IT服务外包的选择动因 ........................................................................................ 213 9.2.3 IT服务外包的基本阶段 ........................................................................................ 215 9.3 外包风险管理 ................................................................................................................ 220 9.3.1 外包风险种类 ...................................................................................................... 220 9.3.2 外包风险管理 ...................................................................................................... 221 9.4 外包合同管理 ................................................................................................................ 224扩展：管理概念的理解 / it服务管理体系 / it服务管理培训 9.4.1 外包合同类型 ...................................................................................................... 224 9.4.2 外包合同条款 ...................................................................................................... 224 9.5 外包关系管理 ................................................................................................................ 229 9.5.1 外包关系的类型 .................................................................................................. 229 9.5.2 外包关系管理的要点 ........................................................................................... 230 9.5.3 外包关系管理机制 ............................................................................................... 231 9.5.4 伙伴关系管理 ...................................................................................................... 233?附录1 IT服务管理案例研究........................................................................................................ 237?附录2 ITSM网上资源导航 ....................................................................................................... 240

Preface.........................................................................................................................................- 1 - 1 Introduction...............................................................................................................................- 2 - 1.1 The IT Infrastructure Library.........................................................................................- 2 - 1.1.1 Public domain framework...............................................................................- 2 - 1.1.2 Best practice framework.................................................................................- 3 - 1.1.3 De facto standard............................................................................................- 3 - 1.1.4 Quality approach..............................................................................................- 4 - 1.1.5 itSMF.................................................................................................................- 5 - 1.2 Restructuring the IT Infrastructure Library....................................................................- 5 - 1.3 Target audience..............................................................................................................- 6 - 1.4 Navigating the IT Infrastructure Library........................................................................- 6 - 1.5 Why choose a jigsaw concept?.......................................................................................- 8 - 1.6 The Service Support book..............................................................................................- 8 - 1.7 Service Management......................................................................................................- 9 - 1.8 Customers and Users....................................................................................................- 10 - 1.9 A Code of Practice for IT Service Management – PD0005....................- 10 - 1.10 Service Management: a process approach.................................................................- 11 - 1.11 Recommended reading...................................................................................- 11 - 2 Relationship between processes..............................................................................................- 14 - 2.1 Configuration Management.............................................................................- 14 - 2.2 Change Management....................................................................................................- 16 - 2.3 Release Management...................................................................................................- 16 - 2.4 Incident Management...................................................................................................- 16 - 2.5 Problem Management..................................................................................................- 17 - 2.6 Service Desk................................................................................................................- 17 - 2.7 Service Level Management..........................................................................................- 17 - 2.8 Capacity Management..................................................................................................- 18 - 2.9 Financial Management for IT Services........................................................................- 18 - 2.10 Availability Management...........................................................................................- 18 - 2.11 IT Service Continuity Management...........................................................................- 19 - 2.12 Customer Relationship Management.........................................................................- 19 - 2.13 ICT Infrastructure Management.................................................................................- 19 - 2.14 Application Management...........................................................................................- 19 - 2.15 Security Management................................................................................................- 20 - 2.16 Environmental infrastructure processes.....................................................................- 20 - 2.17 Project Management..................................................................................................- 20 - 3 Getting started.........................................................................................................................- 21 - 3.1 Service Management benefits.........................................................................- 21 - 3.2 A process led approach......................................................................................- 22 - 3.3 Management commitment............................................................................................- 24 - 3.3.1 Aspects of management commitment........................................................- 24 - 3.3.2 Management commitment in the planning stage......................................- 24 - III 3.4 Cultural aspects............................................................................................................- 25 - 3.4.1 What is culture?.............................................................................................- 26 - 3.4.2 Responsibilities..............................................................................................- 27 - 3.4.3 What is meant by ‘service culture’?............................................................- 27 - 3.4.4 How is this relevant to IT service provision?.............................................- 28 - 3.4.5 What do Customers want?...........................................................................- 28 - 3.4.6 Common excuses for conducting ‘business as usual’.............................- 30 - 3.4.7 How much will all this cost?.........................................................................- 31 - 3.4.8 What are the potential benefits of Customer care?..................................- 32 - 3.4.9 Service Management training......................................................................- 32 - 4 The Service Desk....................................................................................................................- 33 - 4.1 Overview......................................................................................................................- 33 - 4.1.1 Why do we need a Service Desk?..............................................................- 34 - 4.1.2 The support problem.....................................................................................- 34 - 4.1.3 Call Centre......................................................................................................- 35 - 4.1.4 Help Desk.......................................................................................................- 36 - 4.1.5 Service Desk..................................................................................................- 36 - 4.1.6 How can a Service Desk help my organisation?......................................- 36 - 4.1.7 Charging for support services......................................................................- 37 - 4.1.8 Business and operational benefits..............................................................- 38 - 4.1.9 The role and direction of the Service Desk................................................- 39 - 4.1.10 Customer interaction...................................................................................- 39 - 4.1.11 Keeping the Customer and User informed..............................................- 40 - 4.1.13 Monitored infrastructure events.................................................................- 44 - 4.1.14 Actioned infrastructure Incidents...............................................................- 44 - 4.1.15 Infrastructure Incident model.....................................................................- 44 - 4.1.16 Benefits.........................................................................................................- 45 - 4.1.17 Use of Internet technology.........................................................................- 45 - 4.2 Implementing a Service Desk infrastructure................................................................- 46 - 4.2.1 Staff resourcing..............................................................................................- 46 - 4.2.2 Target effectiveness metrics........................................................................- 47 - 4.2.3 Key considerations........................................................................................- 47 - 4.2.4 Selecting the right Service Desk structure.................................................- 48 - 4.2.5 Types of Service Desk structure.................................................................- 48 - 4.2.6 Local Service Desk considerations.............................................................- 48 - 4.2.7 Central Service Desk considerations.........................................................- 49 - 4.2.8 Virtual Service Desk considerations...........................................................- 50 - 4.2.9 Service Desk Configuration considerations...............................................- 52 - 4.2.10 Global ‘follow the sun’ support..................................................................- 52 - 4.2.11 Incident classification..................................................................................- 53 - 4.2.12 Classification Process Review..................................................................- 54 - 4.3 Service Desk technologies...........................................................................................- 54 - 4.3.1 The computerised Service Desk.................................................................- 55 - 4.3.2 Computerised Service Desk benefits.........................................................- 55 - IV 4.3.3 Build or buy?..................................................................................................- 56 - 4.3.4 Running in a multiplatform environment....................................................- 56 - 4.3.5 Running in a Wide-Area Network (WAN) infrastructure..........................- 57 - 4.3.6 Intelligent phone systems, voicemail and email usage............................- 57 - 4.3.7 Deploying a self-service strategy................................................................- 57 - 4.3.8 Critical success factors.................................................................................- 58 - 4.3.9 Implementation considerations....................................................................- 59 - 4.3.10 Outsourcing a Service Desk......................................................................- 60 - 4.4 Service Desk responsibilities, functions, staffing levels etc.........................................- 61 - 4.4.1 Service Desk functions.................................................................................- 61 - 4.4.2 Which Requests should be registered........................................................- 62 - 4.4.3 Service Desk empowerment........................................................................- 62 - 4.4.4 Escalation management...............................................................................- 63 - 4.4.5 Service Desk staffing levels.........................................................................- 65 - 4.4.6 Staff turnover considerations.......................................................................- 66 - 4.4.7 Workload monitoring...................................................................................- 66 - 4.4.8 Customer satisfaction analysis and surveys.............................................- 67 - 4.4.9 Service Desk resourcing for smaller support units...................................- 68 - 4.4.10 Second-line staff awareness......................................................................- 68 - 4.4.11 Identifying training needs...........................................................................- 69 - 4.4.12 Call rate reduction.......................................................................................- 69 - 4.4.13 Workload definitions request types...........................................................- 69 - 4.5 Service Desk staffing skill set......................................................................................- 70 - 4.5.1 Major Customer requirements.....................................................................- 71 - 4.5.2 Fix rates..........................................................................................................- 71 - 4.6 Setting up a Service Desk environment.......................................................................- 71 - 4.6.1 Service Desk environment considerations..............................................- 72 - 4.6.2 Defining your services..................................................................................- 72 - 4.6.3 Service Desk pre-Release requirements...................................................- 73 - 4.6.4 Advertising and selling the Service Desk...................................................- 74 - 4.6.5 Quick wins......................................................................................................- 75 - 4.7 Service Desk education and training............................................................................- 75 - 4.7.1 Soft skills.........................................................................................................- 76 - 4.7.2 Managerial focus...........................................................................................- 76 - 4.7.3 Service Desk staff profile..............................................................................- 77 - 4.7.4 Service staff responsibilities and mindset..................................................- 78 - 4.7.5 Working with Customers...............................................................................- 78 - 4.7.6 Active listening...............................................................................................- 80 - 4.7.7 Service Desk staff training............................................................................- 81 - 4.8 Service Desk processes and procedures.......................................................................- 81 - 4.8.1 Considerations...............................................................................................- 81 - 4.8.2 Common structured interrogation technique.............................................- 82 - 4.8.3 Customer details and identification.............................................................- 82 - 4.8.4 Maintaining the Customer database...........................................................- 83 - V 4.8.5 Marketing the Service Desk amongst Customers....................................- 83 - 4.9 Incident reporting and review......................................................................................- 84 - 4.9.1 Effective workload analyses.........................................................................- 85 - 4.9.2 Frequency of reporting and review.............................................................- 86 - 4.9.3 Archiving Service Desk records...................................................................- 87 - 4.10 Conclusions................................................................................................................- 88 - 4.10.1 Critical success factors...............................................................................- 88 - 4.10.2 Service Desk implementation guidance...................................................- 88 - Annex 4A: Sample Release document.......................................................................................- 88 - 5 Incident Management..............................................................................................................- 91 - 5.1 Goal of Incident Management......................................................................................- 91 - 5.2 Scope of Incident Management......................................................................- 91 - 5.3 Basic concepts............................................................................................................- 93 - 5.3.1 Incident Handling...........................................................................................- 93 - 5.3.2 First, second- and third-line support...........................................................- 95 - 5.3.3 Functional versus hierarchical escalation..................................................- 96 - 5.3.4 Priority.............................................................................................................- 97 - 5.3.5 Relationship between Incidents, Problems, Known Errors and RFCs..- 98 - 5.4 Benefits of Incident Management...............................................................- 100 - 5.5 Planning and implementation.....................................................................................- 101 - 5.5.1 Timing and planning....................................................................................- 101 - 5.5.2 Critical success factors...............................................................................- 102 - 5.5.3 Possible problem areas..............................................................................- 102 - 5.6 Incident Management activities.................................................................................- 102 - 5.6.1 Incident detection and recording...............................................................- 103 - 5.6.2 Classification and initial support................................................................- 104 - 5.6.3 Investigation and diagnosis........................................................................- 107 - 5.6.4 Resolution and recovery.............................................................................- 108 - 5.6.5 Incident closure............................................................................................- 109 - 5.6.6 Ownership, monitoring, tracking and communication............................- 110 - 5.7 Handling of major Incidents.......................................................................................- 111 - 5.8 Roles of the Incident Management process................................................................- 112 - 5.8.1 Incident Manager.........................................................................................- 112 - 5.8.2 Incident-handling support staff..................................................................- 112 - 5.9 Key Performance Indicators..........................................................................- 113 - 5.10 Tools.....................................................................................................................- 113 - Annex 5A: Example coding system for Incident/request classification...........................- 114 - Annex 5B: Example of a priority coding system.............................................................- 115 - Annex 5C: Data requirements for service Incident records.............................................- 115 - Annex 5D: The process of Incident investigation............................................................- 116 - Annex 5E: Incident handling on the Service Desk (flow)................................................- 117 - 6 Problem Management...........................................................................................................- 119 - 6.1 Goal of Problem Management...................................................................................- 119 - 6.2 Scope of Problem Management....................................................................- 119 - VI 6.3 Basic concepts............................................................................................................- 120 - 6.3.1 What is the difference between Incident Management and Problem Management?........................................................................................................- 121 - 6.3.2 Problem control............................................................................................- 122 - 6.3.3 Error control..................................................................................................- 122 - 6.3.4 Proactive Problem Management...............................................................- 123 - 6.3.5 Completion of major Problem reviews.....................................................- 123 - 6.4 Benefits of Problem Management..............................................................................- 123 - 6.5 Planning and implementation.....................................................................................- 124 - 6.5.1 Timing and planning....................................................................................- 124 - 6.5.2 Key success factors....................................................................................- 125 - 6.5.3 Risks..............................................................................................................- 125 - 6.6 Problem control activities..........................................................................................- 125 - 6.6.1 Problem identification and recording........................................................- 128 - 6.6.2 Problem classification.................................................................................- 129 - 6.6.3 Problem investigation and diagnosis........................................................- 132 - 6.6.4 Tips on Problem control..............................................................................- 133 - 6.7 Error control activities...............................................................................................- 134 - 6.7.1 Error identification and recording..............................................................- 135 - 6.7.2 Error assessment........................................................................................- 135 - 6.7.3 Error resolution recording...........................................................................- 137 - 6.7.4 Error closure.................................................................................................- 137 - 6.7.5 Problem/error resolution monitoring.........................................................- 137 - 6.7.6 Tips on error control....................................................................................- 138 - 6.8 Proactive Problem Management................................................................................- 139 - 6.8.1 Trend Analysis..............................................................................................- 139 - 6.8.2 Targeting preventive action........................................................................- 140 - 6.8.3 Tips on proactive Problem Management.................................................- 141 - 6.8.4 Major Problem reviews...............................................................................- 141 - 6.9 Providing information to the support organisation.....................................................- 141 - 6.9.1 Providing management information..........................................................- 142 - 6.9.2 Cascading information................................................................................- 142 - 6.10 Metrics.....................................................................................................................- 142 - 6.10.1 Problem/error control reporting...............................................................- 143 - 6.10.2 Periodic audits...........................................................................................- 144 - 6.10.3 Tips on metrics...........................................................................................- 144 - 6.11 Roles within Problem Management.........................................................................- 145 - 6.11.1 Problem Manager......................................................................................- 145 - 6.11.2 Problem support........................................................................................- 146 - Annex 6A: An example of a coding structure for Problems/error categorisation............- 146 - Annex 6B: Kepner and Tregoe analysis...........................................................................- 147 - Defining the Problem............................................................................................- 148 - Describing the Problem........................................................................................- 148 - Establishing possible causes...............................................................................- 149 - VII Testing the most probable cause........................................................................- 149 - Verifying the true cause........................................................................................- 149 - Annex 6C: Ishikawa Diagrams........................................................................................- 149 - 7 Configuration Management..................................................................................................- 151 - 7.1 Goal of Configuration Management............................................................- 151 - 7.2 Scope of Configuration Management.........................................................- 151 - 7.3 Basic concepts............................................................................................................- 152 - 7.3.1 Configuration Management planning.......................................................- 152 - 7.3.2 Configuration identification and CIs..........................................................- 153 - 7.3.3 Configuration control...................................................................................- 154 - 7.3.4 Configuration status accounting................................................................- 154 - 7.3.5 Configuration verification and audit..........................................................- 154 - 7.3.6 Configuration baseline................................................................................- 154 - 7.3.7 Configuration Management Database......................................................- 155 - 7.3.8 Software and document libraries...............................................................- 156 - 7.3.9 Definitive Software Library.........................................................................- 156 - 7.3.10 Licence management...............................................................................- 156 - 7.4 Benefits and possible problems..................................................................................- 157 - 7.4.1 Benefits.........................................................................................................- 157 - 7.4.2 Possible problems.......................................................................................- 158 - 7.5 Planning and implementation.....................................................................................- 159 - 7.5.1 Initial planning..............................................................................................- 160 - 7.5.2 Agreement on purpose, objectives, scope, priorities and implementation approach aligned with business objectives.......................................................- 160 - 7.5.3 Appointment of a Configuration Manager and planning a Configuration Management team................................................................................................- 162 - 7.5.4 Analysis of existing systems......................................................................- 163 - 7.5.5 Developing Configuration Management plans and systems design....- 163 - 7.5.6 Detailed planning for implementation.......................................................- 164 - 7.5.7 Populating the CMDB and DSL...............................................................- 167 - 7.5.8 Cutover to new processes..........................................................................- 168 - 7.5.9 Other implementation considerations.......................................................- 169 - 7.5.10 Costs...........................................................................................................- 169 - 7.6 Activities....................................................................................................................- 171 - 7.6.1 Configuration management planning.......................................................- 171 - 7.6.2 Configuration identification.......................................................................- 172 - 7.6.3 Control of CIs...............................................................................................- 180 - 7.6.4 Configuration status accounting................................................................- 185 - 7.6.5 Configuration verification and audit..........................................................- 186 - 7.6.6 CMDB back-ups, archives and housekeeping........................................- 187 - 7.6.7 Providing a Configuration Management service.....................................- 187 - 7.7 Process control...........................................................................................................- 188 - 7.7.1 Management reporting................................................................................- 188 - 7.7.2 Key performance indicators.......................................................................- 189 - VIII 7.8 Relations to other processes.........................................................................- 190 - 7.9 Tools specific to the Configuration Management process..........................................- 193 - 7.9.1 Configuration Management system..........................................................- 193 - 7.9.2 Software Configuration Management.......................................................- 194 - 7.9.3 Change Management and Release Management support...................- 195 - 7.9.4 Configuration auditing.................................................................................- 195 - 7.9.5 Enterprise system and tools......................................................................- 195 - 7.9.6 Other tools....................................................................................................- 196 - 7.10 Impact of new technology...........................................................................- 197 - 7.11 Guidance on Configuration Management................................................................- 197 - 7.11.1 Level of control...........................................................................................- 197 - 7.11.2 Versions or Variants?................................................................................- 198 - 7.11.3 Selection of Configuration Management tools......................................- 199 - Annex 7A: The central function for Change, Configuration and Release Management..- 199 - Setting up a Change, Configuration and Release Management function.....- 200 - Annex 7B: Specific responsibilities of the Configuration Management team.................- 204 - Configuration Manager responsibilities..............................................................- 204 - Configuration Librarian responsibilities..............................................................- 206 - Annex 7C: Suggested CI attributes..................................................................................- 207 - 8 Change Management.............................................................................................................- 208 - 8.1 Goal of Change Management.....................................................................................- 208 - 8.1.1 Purpose.........................................................................................................- 208 - 8.1.2 Best practice.................................................................................................- 208 - 8.1.3 Program/project management and Change Management....................- 209 - 8.2 Scope of Change Management...................................................................................- 209 - 8.2.1 Why Change is important...........................................................................- 212 - 8.2.2 Boundaries between Incident resolution and Change Management...- 213 - 8.2.3 Application development and Change Management.............................- 214 - 8.2.4 Business change and Change Management..........................................- 215 - 8.3 Basic concepts............................................................................................................- 215 - 8.3.1 Requests for Change................................................................................- 219 - 8.3.2 Change Advisory Board............................................................................- 220 - 8.3.3 Change metrics............................................................................................- 222 - 8.3.4 The Forward Schedule of Change, and Change models....................- 222 - 8.3.5 Outsourcing and Change Management...................................................- 224 - 8.3.6 Critical outage plan......................................................................................- 225 - 8.4 Benefits, costs and possible problems........................................................................- 226 - 8.4.1 Benefits.........................................................................................................- 226 - 8.4.2 Costs.............................................................................................................- 226 - 8.4.3 Possible problems.......................................................................................- 227 - 8.5 Activities....................................................................................................................- 229 - 8.5.1 Planning the implementation of operational processes.........................- 229 - 8.5.2 Change logging and filtering......................................................................- 229 - 8.5.3 Allocation of priorities................................................................................- 230 - IX 8.5.4 Change categorisation................................................................................- 231 - 8.5.5 CAB meetings............................................................................................- 232 - 8.5.6 Impact and resource assessment.............................................................- 233 - 8.5.7 Change approval.........................................................................................- 235 - 8.5.8 Change scheduling......................................................................................- 235 - 8.5.9 Change building, testing and implementation.......................................- 237 - 8.5.10 Urgent Changes........................................................................................- 238 - 8.5.11 Urgent Change building, testing and implementation..........................- 240 - 8.5.12 Change review.........................................................................................- 241 - 8.5.13 Reviewing the Change Management process for efficiency and effectiveness..........................................................................................................- 242 - 8.5.14 Roles and responsibilities......................................................................- 243 - 8.5.15 Establishing a Change Advisory Board..................................................- 244 - 8.6 Planning and implementation.....................................................................................- 245 - 8.6.1 Designating the Change Manager role....................................................- 245 - 8.6.2 Deciding on a Change Management system........................................- 245 - 8.6.3 Planning system reviews............................................................................- 246 - 8.6.4 Implementation planning............................................................................- 246 - 8.6.5 Guidance.......................................................................................................- 246 - 8.7 Metrics and management reporting..........................................................................- 249 - 8.7.1 Auditing for compliance..............................................................................- 250 - 8.8 Software tools...................................................................................................- 251 - 8.9 Impact of new technology..........................................................................................- 252 - 8.9.1 The business domain..................................................................................- 252 - 8.9.2 Technology....................................................................................................- 254 - 9 Release Management............................................................................................................- 256 - 9.1 Goal of Release Management........................................................................- 256 - 9.2 Scope of Release Management.....................................................................- 257 - 9.3 Basic concepts............................................................................................................- 258 - 9.3.1 Release.........................................................................................................- 258 - 9.3.2 Release policy and planning......................................................................- 259 - 9.3.3 Release unit.................................................................................................- 260 - 9.3.4 Release identification..................................................................................- 261 - 9.3.5 Types of Release.........................................................................................- 261 - 9.3.6 Definitive Software Library.........................................................................- 263 - 9.3.7 Definitive Hardware Store (DHS)..............................................................- 264 - 9.3.8 Configuration management Database (CMDB)......................................- 265 - 9.3.9 Build management......................................................................................- 265 - 9.3.10 Testing.........................................................................................................- 265 - 9.3.11 Back-Out plans..........................................................................................- 266 - 9.4 Benefits and possible problems..................................................................................- 267 - 9.4.1 Benefits.........................................................................................................- 267 - 9.4.2 Possible problems.......................................................................................- 268 - 9.5 Planning and implementation.....................................................................................- 269 - X 9.5.1 Planning........................................................................................................- 270 - 9.5.2 Implementation............................................................................................- 278 - 9.5.3 Costs.............................................................................................................- 279 - 9.6 Activities....................................................................................................................- 280 - 9.6.1 Release planning.........................................................................................- 280 - 9.6.2 Designing, building and configuring a Release.......................................- 281 - 9.6.3 Release acceptance....................................................................................- 283 - 9.6.4 Rollout planning...........................................................................................- 284 - 9.6.5 Communication, preparation and training................................................- 287 - 9.6.6 Distribution and installation........................................................................- 288 - 9.7 Process control...........................................................................................................- 289 - 9.7.1 Key performance indicators.......................................................................- 289 - 9.7.2 Management reporting................................................................................- 290 - 9.8 Relations to other processes.......................................................................................- 290 - 9.8.1 Configuration Management........................................................................- 290 - 9.8.2 Change Management.................................................................................- 291 - 9.8.3 Software from Developers and suppliers.................................................- 291 - 9.8.4 Problem Management and the Service Desk..........................................- 291 - 9.8.5 Project Management and PRINCE2.........................................................- 292 - 9.9 Tools specific to the Release Management process...................................................- 292 - 9.9.1 Change Management tools........................................................................- 292 - 9.9.2 Configuration Management tools..............................................................- 292 - 9.9.3 Software Configuration Management (SCM) tools.................................- 292 - 9.9.4 Build management tools.............................................................................- 293 - 9.9.5 Electronic software distribution..................................................................- 294 - 9.9.6 Software and hardware auditing tools......................................................- 296 - 9.9.7 Desktop management tools.......................................................................- 296 - 9.9.8 Server management tools..........................................................................- 296 - 9.10 Impact of New Technology......................................................................................- 297 - 9.10.1 The future of support tools.......................................................................- 297 - 9.10.2 ‘Thin client’...............................................................................................- 297 - 9.10.3 Multi-tier systems......................................................................................- 297 - 9.10.4 Internet applications..................................................................................- 298 - 9.10.5 Software updates via the Internet...........................................................- 299 - 9.11 Guidance for successful Release Management........................................................- 300 - 9.11.1 Configuration Management......................................................................- 300 - 9.11.2 Change Management...............................................................................- 301 - 9.11.3 Release Management...............................................................................- 301 - 9.11.4 Application design issues.........................................................................- 302 - 9.11.5 The positioning of software: what to put where.....................................- 302 - Annex 9A: Checklist to use when reviewing rollout plans..............................................- 303 - Annex 9B: Sample Release Management objectives for distributed systems..................- 304 - 10 Service Management software tools...................................................................................- 306 - 10.1 Types of tools....................................................................................................- 307 - XI 10.2 Summary of tool-evaluation criteria........................................................................- 307 - 10.2.1 Service Management tools......................................................................- 308 - 10.3 Product training........................................................................................................- 309 - 11 Planning for the Implementation of Service Management..................................................- 310 - 11.1 A Service Management project..................................................................- 310 - 11.2 Feasibility study.......................................................................................................- 311 - 11.3 Assessing the current situation.................................................................................- 311 - 11.3.1 Introduction.................................................................................................- 311 - 11.3.2 A ‘health check’..........................................................................................- 311 - 11.4 General guidelines on project planning....................................................................- 313 - 11.4.1 Project characteristics...............................................................................- 313 - 11.4.2 Business case for the project...................................................................- 314 - 11.4.3 Critical success factors and possible Problems....................................- 314 - 11.4.4 Project costs...............................................................................................- 315 - 11.4.5 Organisation...............................................................................................- 316 - 11.4.6 Products......................................................................................................- 316 - 11.4.7 Planning......................................................................................................- 317 - 11.4.8 Communication plan.................................................................................- 317 - 11.5 Project review and management reporting...............................................................- 318 - 11.5.1 Progress reporting.....................................................................................- 319 - 11.5.2 Evaluation of the project...........................................................................- 319 - 11.5.3 Post-project review....................................................................................- 320 - 11.5.4 Auditing for compliance using quality parameters................................- 320 - 11.5.5 Auditing for improvement using key performance indicators..............- 321 - 11.5.6 Management reporting..............................................................................- 322 - 12 Bibliography.......................................................................................................................- 323 - 12.1 References................................................................................................................- 323 - 12.2 Other Sources...........................................................................................................- 328 - Appendix A: Terminology........................................................................................................- 329 - A.1 List of acronyms.................................................................................................- 329 - A.2 Glossary of terms...............................................................................................- 330 - Appendix B: Process theory and practice................................................................................- 337 - B.1 Process theory............................................................................................................- 337 - B.1.1 The product-oriented organisation............................................................- 337 - B.1.2 Moving towards a process-oriented organisation..................................- 338 - B.1.3 The process approach................................................................................- 338 - B.2 Process modelling case study: Service Support example..........................................- 340 - B.2.1 Introduction..................................................................................................- 340 - B.2.2 The approach...............................................................................................- 341 - B.2.3 Process analysis.........................................................................................- 342 - B.2.4 Conclusion...................................................................................................- 344 - Appendix C: Implementing Service Management processes – issues to consider...................- 345 - C.1 Process implementation..................................................................................- 345 - C.2 Applicability / scalability...........................................................................................- 346 - XII C.2.1 Large and small IT units.............................................................................- 346 - C.3 Process implementation projects: a checklist............................................................- 346 - C.3.1 Procedures...................................................................................................- 347 - C.3.2 Dependencies.............................................................................................- 347 - C.3.3 People...........................................................................................................- 347 - C.3.4 Timing...........................................................................................................- 348 - C.4 Impact on an organisation.........................................................................................- 348 - C.4.1 Hierarchical structure.................................................................................- 348 - C.4.2 Matrix organisation.....................................................................................- 348 - C.4.3 Self-learning teams (coaching management).........................................- 349 - C.5 Benchmarking.....................................................................................................- 349 - C.6 A sample implementation strategy.............................................................................- 350 - C.6.1 Phase 1:.......................................................................................................- 350 - C.6.2 Phase 2:.......................................................................................................- 350 - C.6.3 Phase 3:.......................................................................................................- 351 - C.6.4 Phase 4:.......................................................................................................- 351 - C.6.5 Phase 5:.......................................................................................................- 351 - C.6.6 Phase 6:.......................................................................................................- 351 - C.7 Process improvement.......................................................................................- 352 - Appendix D: Quality................................................................................................................- 353 - D.1 Quality Management.................................................................................................- 353 - D.1.1 Deming.........................................................................................................- 353 - D.1.2 Juran.............................................................................................................- 354 - D.1.3 Crosby..........................................................................................................- 355 - D.1.4 Six Sigma.....................................................................................................- 356 - D.2 Formal quality initiatives..........................................................................................- 357 - D.2.1 Quality standards........................................................................................- 357 - D.2.2 Total Quality Systems: EFQM...................................................................- 358 - D.2.3 Quality awards.............................................................................................- 359 - Appendix E: Example cost-benefit analysis for Service Management processes....................- 362 - Appendix F: The Service Support process model....................................................................- 365 - Other Information Sources and Services..................................................................................- 366 - The IT Service Management Forum (itSMF)...................................................................- 366 - ITIL training and professional qualifications...................................................................- 366 -

一、战略阶段（Service Strategy)； 二、设计阶段（Service Design)； 三、转换阶段（Service Transition)； 四、运营阶段（Service Operation)； 五、改进阶段（Service Improvement)；

ITIL——IT基础架构库，是IT服务管理的最佳实践.它为IT治理提供了一个基本框架,从企业和客户的角度，将重点放在IT服务交付的持续质量改进与评估。ITIL将重点放在IT服务交付的持续质量改进与评估上一个最主要的原因是因为ITIL在全球所取得的巨大成功，并且各个组织都使用ITIL这种技术流程获得了巨大利益。使用ITIL的好处可以总结为以下几点： . 提高用户和客户对IT服务的满意度 . 提高服务的可用性，直接增加企业的利润与收入 . 节省因返工、浪费时间造成的资金损失，改善资源管理与使用 . 从时间上改善新产品和服务面向市场 . 改善决策和优化风险

第一篇　战略与可持续性 第1章　运营与供应链管理 第2章　战略与可持续性 第3章　产品与服务设计 第二篇　制造、服务和医疗流程 第4章　战略产能管理 第5章　流程分析 第6章　生产流程 第7章　服务流程 第8章　医疗流程 第9章　六西格玛质量管理 第10章　项目管理 第三篇　供应链过程 第11章　全球采购 第12章　选址、物流和配送 第13章　精益与可持续供应链 第四篇　供应与需求计划 第14章　企业资源计划系统 第15章　需求管理与预测 第16章　销售与运营计划 第17章　库存控制 第18章　物料需求计划 第五篇　调度 第19章　运营调度 第20章　约束管理 附录A　用excel solver解决线性规划问题 附录B　生产运营技术 附录C　财务分析 附录D　部分练习题答案 附录E　现值表

文档目录： IT信息系统运行维护管理 7 IT运维管理简述 7 IT服务中心管理平台: 8 事故管理 9 问题管理 9 配置管理 10 变更管理 10 发布管理 11 可用性管理 11 能力管理 11 服务水平管理 12 例常报告管理 12 例常报告管理 12 提醒管理 12 维护工作管理 12 运维工作自动化管理 12 IT信息系统服务框架流程 14 电脑申请及采购日常工作流程 15 电脑申请及采购流程图解： 15 电脑采购流程描述： 16 电脑集中采购申请表： 17 电脑集团月度报表格式： 18 电脑集团月报表说明： 18 IT设备维修工作流程 19 IT信息设备维修流程图解 19 IT信息设备维修流程描述 20 IT设备维修申请表 21 IT设备报废工作流程 22 IT信息设备报废流程图解 22 IT信息设备报废流程描述： 23 IT信息设备报废申请表 24 IT信息设备转移/调拔/借用工作流程 25 IT信息设备转移流程图解 25 IT信息设备转移流程描述： 26 IT信息设备转移调拔借用申请表： 26 权限管理工作流程 27 上网开通/USB开通/MSN开通/QQ开通/CD开通/RM开通流程 27 计算机功能申请流程描述： 28 计算机功能申请表： 28 邮箱申请工作流程 29 邮箱申请流程 29 邮箱申请说明： 30 邮箱申请表： 30 数据备份流程 31 数据备份流程图解 31 数据备份业务描述 31 数据备份申请申请表 32 信息系统账户信息申请工作流程 33 信息系统机账户申请流程 33 信息系统账户申请流程说明： 33 信息系统账户申请表： 34 办公人员离职信息系统注消流程 35 办公人员信息系统注消流程描述： 36 办公人员信息系统注消确认表： 36 系统开发工作流程----需求申报流程 38 需求申报流程图解 38 需求申报流程描述 39 功能及报表需求申请表 40 调研分析流程图解 41 调研分析流程说明 41 调研分析报告格式 41 系统开发工作流程---开发流程 42 需求开发流程图解 42 需求开发流程说明 42 系统开发工作流程---测试流程 43 应用测试及验收流程图解 43 应用测试及验收流程说明 44 应用测试及验收报告格式 44 IT信息系统实施工作流程---项目前期规划 45 IT项目确立流程图解 45 项目确立流程描述 46 项目可行性研究报告 46 项目组职责和任务明细 47 项目启动会议 47 项目会议记录 47 实施工作日志及周工作计划报告 48 项目主计划 49 IT信息系统实施工作流程---项目方案设计 50 信息系统安装调试 50 关键用户培训 50 项目调研方案确立流程 50 IT信息系统实施工作流程---项目系统准备 51 基础档案数据准备 51 方案测试及验收 51 操作手册编写 51 系统运行制度建立 51 正式环境系统配置 51 用户最终培训及考核 51 IT信息系统实施工作流程---项目系统初始化 53 基础档案数据导入 53 动态数据档案准备及导入 53 系统上线运行 53 IT信息系统实施工作流程---项目验收 54 项目初期辅导 54 项目总结分析 54 项目验收 54 IT信息系统培训管理 55 培训管理理念流程图解 55 培训管理理念流程说明 55 培训管理工作流程 56 培训需求分析重要性 57 培训需求调研 57 培训计划制定 58 培训过程管理 58 培训工作的制约点 58 附表一：信息系统安装确认报告 59 安装过程描述 59 产品交接清单 59 产品安装记录 59 系统环境记录单 59 产品基本功能测试记录 61 附表二 培训计划报告 62 培训目标 62 学员应该参加的课程 62 学员应具备的能力 62 培训教师介绍 62 具体安排 63 其他要求 63 附表三 培训考核总结报告模板 64 培训总体说明 64 考试总体说明 64 考核情况说明 64 评定意见 64 附表： 64 附表四：项目调研计划报告 65 调研目的 65 调研的范围 65 调研的方式 65 调研的阶段 66 具体时间安排 66 附表五：项目测试计划 67 调研目的 67 测试范围 67 测试目的 67 测试方式 67 测试时间安排 67 测试记录和结果反馈 68 附表六：岗位操作手册模板 69 适应部门及人员 69 部门职责： 69 部门岗位划分： 69 系统业务处理流程： 69 部门日常业务系统处理： 69 附表七：项目运行管理制度模板 70 XX项目系统管理运行制度 70 一、系统管理员配置 70 二、管理员职责 70 三、基础数据维护制度 70 四、客户端配置要求 70 五、用户权限分配和变更 70 六、系统安全管理制度: 70 附表八：项目变更确认申请表 71 附表九：项目总结报告 72 项目回顾 72 实施主要阶段 72 系统应用模块 72 项目总体评价 72 是否达到项目预期目标 72 项目成功的原因 73 项目验收 73 参考文献 74 胜狮集团计算机管理条例 74 胜狮集团PC集中采购条例 74 企业信息化项目实施方法论 74 海尔集团公司培训管理手册 74 Mocha BSM的IT运维管理 74 基于ITIL的IT服务管理白皮书 74

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