微店销售电子文件e074-itil课件之v2介绍

创新诚信勤奋Innovation,Honesty,Diligence,Win-(ITIL2011FoundationPMP、ITIL： ITIL享资料PMP享资料创新诚信勤奋Innovation,Honesty,Diligence,Win-（Module2ITILV2创新诚信勤奋Innovation,Honesty,Diligence,Win-ITIL服务支持（Service 服务交付（Service

ServiceLevelITServiceITServices（财务管理）创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流务Goals(目标Toactasthesinglepointofcontact(SPOC)betweentheandtheprovidersofIT(提供与用户的Tohandlesand(促进日常服务的恢Users（用户）<->s（客户（故障）Aneventwhichisnotpartoftheoperationofaservicecauses,ormaycause,adisruptionoftheserviceand/orreductioninServiceRequest（服务请求）Arequestforachangetobemadetoaservice.Thechangemustbeeasilymadeunderpreviouslywell-defined,strict,procedures.Forinstancere-settingapassword,creatinganewe-mailaccount,创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流务Receiveandrecordallcallsfromusersanddealwithrequestsandcom（接受、记录、分类、设定优先级并故障Provideinitialassessmentofsandprovidefirstresolution(提供一线支持Own,monitor,andescalateall（负责、和升级服务请求、协调二线/三线支持团队Keepusersinformedofstatus，progressanddo（使用户了解请求进展状态、向用户确认并终 和生成报告创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流障管 isaneventwhichisnotpartofthestandardoperationofaserviceandwhichcauses,ormaycauseaninterruptionto,orareductioninthequalityofthatservice（故障是 Torestorenormalserviceoperationasquicklyaspossiblewithminimumdisruptiontothebusinessthusensuringthatthebestachievablelevelsofavailabilityandservicearemaintained（尽快把由于故障所造成的的创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流障管（故障）Aneventwhichisnotpartoftheoperationofaservicewhichcauses,ormaycause,adisruptionoftheserviceand/orreductioninuserproductivity.Impact（影响程度）–AmeasureoftheeffectandhasormayhaveonthebusinessUrgency（紧急程度）AmeasureofthebusinesscriticalityofPrioritization（优先级）–Avaluegiventoantoindicaterelativeimportancetoothers.Itisacombinationofansimpactandurgency.创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流障管HigherHigherImpact（影响程度

PriorityLevels（优先级别IncreasedUrgency（紧急程度创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流障管Identification&and

andandProcedurestoServiceClosure&创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流障管ITIT2ndLine3rdLine

2nd

3rd创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流题管 ProblemsProblems&KnownErrors（问题和已知错误AProblemistheunknownunderlyingcauseof s.It eaKnownErrorwhenrootcauseisknownandatemporarywork创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流题管ProblemProblem

ProblemProblemResolution&ErrorIdentification&

ErrorErrorResolution&CloseErrors

Request创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流题管故障、问题和已知错Anyeventwhichisnotpartoftheoperationofaoneor KNOWNKNOWNAproblemthatissuccessfullyaroundhasbeenidentified Problems,Known创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流置管(CMDB)Adatabasethatrecordstheexistence,attributes,relationships,historyandstatusofCIs.AdescriptivecharacteristicofaCIsuchasmodelnumber,orDescribesthedependencyand/orconnectivitybetweenCIs.配置项级别（CILevel）Thedegreeofdetailthatdefinesindividual创新诚信勤奋Innovation,Honesty,Diligence,Win-配置管理和资产

SAP日常管

SAP服务交付

报 …服务中

运作工作

SAP自动实例发

SAP系统诊 基本运

自动化驱

数

中间

……

CiscoCisco…Linux,AIX,Solaris,HP-UX…VMware,Xen…Netapp…Oracle,MaxDB…BeaWeblogic,Websphere创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流更管TomakecertainthatstandardizedmethodsandproceduresareusedforefficientandpunctualhandlingofallChanges,inordertodiminishtheimpactofChange-related suponservicequality.（标准方法和流程Raisingandrecordingchanges（创建变更记录Assessingchangeimpactcost,benefitsandrisks（Monitoringandcoordinatingchange 协调变更执行Reviewingandclosingchanges（评审和关闭变更创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流更管变更管理的概念定Change（变更）AnyactionthatresultsinthechangeinstatusofaRequestforChange（变更请求）AmeansofproposingachangeaStandardChange（标准变更）AChangethatisrecurring,well-known,andwhoseprocedureshavebeenwell-defined.Itistheacceptedresponsetoaspecificrequirementorsetofcircumstances.Authorityiseffectivelygivenpriortoitsimplementation.MinorChange（次要变更MinimalimpactandrequiresMajorChange(主要变更）Majorimpactand/orrequiresaverylargeamountofresources.Likelytoimpactmultiplepartsofthe创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流更管变更管理的概念UrgentChange（紧急变更）Achangethatmustbeimplementedimmediayduetobusinessreasons.ChangeAdvisoryBoard(变更顾问、CAB)–AauthoritativeandrepresentativegroupofpeopleresponsibleforreviewingthetechnicalandbusinessaspectsofallhighimpactRFCs.CABChangeEmergencyBoard（紧急变更顾问、ECAB）–AnemergencymeetingoftheCAB,usuallywithareducednumberofmemberstoreviewurgent,highimpactchanges.创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务支持流布管

（生产环境DistributeDistributeinstallandpreparefornBuildnRelease创新诚信勤奋Innovation,Honesty,Diligence,Win-MaintainandimproveITservicequalitythroughaconstantcycleagreeing,monitoring,reportingandreviewingITserviceOptimizethecapabilityoftheITInfrastructureandsupportingorganizationtodeliveracosteffectiveandsustainedlevelofavailabilitytosatisfybusinessobjectives.Ensurethatcapacityandperformanceaspectsofthebusinessrequirementsareprovidedtimelyandcosteffectively.IT服务连续性管理（ITServiceContinuityEnsuringthattherequiredITtechnicalandservicefacilitiescanberecoveredwithinthetimescalesrequiredbyBusinessContinuityManagement.ProvidecosteffectivestewardshipofITassetsandresourcesusedinprovidingITservices.创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流SLA管Goal（目标TomaintainandimprovebusinessalignedITservicequalitythroughacycleofagreeing（协议）,monitoring(）,reporting（报告）,andreviewing（回顾）ITserviceachievements.Responsibilities（职责Negotiating（协商）andagreeing（协议）withtheCustomeronservicerequirementsandoperatingContinuouslyandproactively（主动的）improvethelevelofITwithinimposedcostCoordinating（协调）otherServiceManagementfunctionsaswellthirdpartiestosupplyITProducingandreviewingtheServiceCatalog（服 创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流SLA管服务级别管理创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流SLA管服务级别管理的沟通Wouldyouopenarestaurantandofferserviceswithoutagreementsin employeesand Underpinning

ServiceLevel创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流SLA管服务级别管理的服务级别定义(SLATime

ProvidedServiceServiceTimesResponseTimes

Reporting

创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流SLA管服务级别管理的服务级别定义举ServiceLevelIntroductionSev1ExpectationAproblemwherebyatleastonecriticalsystemisunavailableandthereisnoimmediateworkaround.Sev2Hinderstheefficientperformanceofabusinessfunction,butaworkaroundallows performanceofthefunctionSev3Acomponent,minorapplicationorprocedureisdown,unusableordifficulttouse.Analternateorbypassisavailable创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流SLA管服务级别管理的服务级别定义举ServiceLevelService

ResponseImmediatecontinuouseffortuntilresolved-regardlessofinoroutofbusinesshours4hours-regardlessofinoroutofbusiness8business

Resolution95%resolvedinUpdatetothecustomerevery3095%resolvedin8Updatetoevery60>95%resolvedin3businessdays创新诚信勤奋Innovation,Honesty,Diligence,Win-TimeBetweensDowntime,TimetoUptime,TimeBetweensDowntime,TimetoUptime,TimebetweenRepairResolutionAvailabilityis%oftheservicehoursthataserviceis

MeanTimeBetweenFailuresMeanTimeToRepair

:Average:Avg.RespTime+Avg.RepairTime+Avg.RecoveryMeanTimeBetweenSystem 创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流程–可用性管Uptime,Downtime,andMTTR(MeanTimetoRepair)->Downtime->MTBF(MeanTimeBetweenFailure)->Uptime->AvailabilityMTBSI(MeanTimeBetweenSystem)->AverageReliability-Availability=(AST-DT)/AST*创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流程–容量管使得I资管理和当前IT架构里的所有部件，这里的部件包括服务器、应用软件、和网络设备等。对IT架构的有效管理和可以确保基于服务级别标准来有效的管理IT在有效的成本控制的框架下去提高服务性能确保未来的IT服务需求被及时的考虑、计划和执创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流程–容量管服务容量管理如果按级别分可以分为三个级别：业务容量管理、务容量管理和资源容量管业务容量管理（BusinessCapacityManagement）：是满足未来商业需要的服务能力管理（Capacitymanagementforfuture服务容量管理（ServiceCapacityManagement）：是未来服务需求的服务能力管理。（CapacityManagementforservicesmanagedemandforservices）例如，银行ATM机服务的响应时间。资源容量管理（ResourceCapacityManagement）：是部件的使用率的管理（Managementoftheutilizationofcomponents）PredicatetheDataAppendPredicatetheDataAppendFilteryzeSourceInnovation,Honesty,Diligence,Win-ITILV2服务交付流程–容量管容量管理模型分析工具举例Data Modeling& TestApplyModelonTrans.CPUTimeonNewTestApplyModelonTrans.CPUTimeonNewTestSCMPProdMFCPUUsageApplyModelonTrans.AmountApplyModelonTrans.AmountonNewProdDataDesignDWModelDesignETLDWOriginalDesign创新诚信勤奋Innovation,Honesty,Diligence,Win-ITILV2服务交付流程–SCM管服务连续性管理（ServiceContinuityTosupporttheoverallBusinessContinuityManagementpro