HPIT服务管理模型参考(pdf 37)

Table of Contents
INTRODUCTION....6
THE IMPORTANCE OF PROCESS TO IT.9
CONCERNING “IT REENGINEERING”...12
The Role of “Process Owner”....13
Transitions..14
THE IMPORTANCE OF PROCESS-ENABLING TECHNOLOGY.....16
SUPPORTING E-SERVICES THROUGH IT SERVICE MANAGEMENT (ITSM)17
The Need for a Model....18
THE HP IT SERVICE MANAGEMENT REFERENCE MODEL....20
Benefits of the Model.....21
Model Content..22
Five Process Groups.22
THE ITSM REFERENCE MODEL PROCESSES.24
Business-IT Alignment...25
Business Assessment25
Customer Management...25
IT Strategy Development.26
Service Design and Management...26
Service Planning..26
Service Level Management...27
Security Management27
Availability Management..28
Capacity Management.....28
Cost Management.....29
Service Development and Deployment.29
Build and Test29
Release to Production.....30
Operations Bridge....31
Operations Management.31
Incident Management31 Page 3 of 37
Copyright © 2000 all rights reserved File name: White Paper2.0.doc
January 2000 ITSM Reference Model White Paper Version 2.0
Problem Management.....32
Service Delivery Assurance.32
Change Management32
Configuration Management...33
SO WHERE DO YOU START?.....34
Scenario 1: My Help Desk is Broken!....34
Scenario 2: My Customers are Asking Us to Write SLAs!...34
Scenario 3: We Need Better Control of our Production Environment!..35
The Bottom Line36
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