在前一篇文章中已經簡單的介紹了ITIL V2的Service Delivery 的5個管理部分,接下來我將接著介紹Service Support所提到的5個管理流程與服務櫃台的運作,在Service Support中共包含了事件管理、問題管理、異動管理、結構(組態)管理及發布管理5項管理規範。

Service Support Funcation

Incident Management

   Objectives:
   1.To restore normal service as quickly as possible
   2.Minimize the adverse impact on business operations
   3.Ensuring that the best possible levels of service quality and availability
     are maintained according to SLAs.

Problem Management

   Objectives:
   1.Stabilizing IT services through:
     1.1 Minimizing the consequences of incidents
     1.2 Removal of the root causes of incidents
     1.3 Prevention of incidents and problems
     1.4 Prevent recurrence of Incidents related to errors
   2.Improving productive use of resources

Change Management

  Objectives:
      To implement approved changes efficiently, cost-effectively and with minimal
   risk to the existing and to the new IT infrastructure. Only approved changes made,
   risk and cost minimized.

Configuration Management

   Objectives:
   1.Providing information on the IT infrastructure
     1.1 To all other processes
     1.2 IT Management
   2.Enabling control of the infrastructure by monitoring and maintaining information
     on:
     2.1 All the resources needed to deliver services
     2.2 Configuration Item (CI) status and history
     2.3 Configuration Item relationships

Release Management

   Objectives:
   1.Safeguard all software and related items
   2.Ensure that only tested / correct version of authorized software are in use
   3.Ensure that only tested / correct version of authorized hardware are in use
   4.Right software, right time, right place
   5.Right hardware, right time, right place

Service Desk

Objectives:
1.To be the primary point of call for all:
 1.1 Calls
 1.2 Questions
 1.3 Requests
 1.4 Complaints
 1.5 Remarks
2.To restore the service as quickly as possible
3.To manage the incident life-cycle (coordinating resolution)
4.To support business activities
5.To generate reports, to communicate and to promote

Different Desks:
1.Call Center: Handling large call volumes of telephone-based transactions.
2.Help Desk: To manage, coordinate, and resolve Incidents as quickly as possible.
3.Service Desk: Allowing business processes to be integrated into the Service
   Management infrastructure. It not only handles Incidents, Problems and questions,
   but also provides an interface for other activities.

   ITIL V2據說在今年將走入歷史,將轉由ITIL V3完全的取代,但是基本論述都還是以ITSM為基礎,只是將ITIL V2的10項管理流程轉換成ITIL V3的四個週期包含Service Strategy、Service Design、Service Transition、Service Operation,ITIL網頁上也有介紹更詳細的轉換對應標準,有興趣更深入了解或導入ITIL的IT管理人員可以參考下列網頁

ITIL Official Site:http://www.itil-officialsite.com/home/home.asp

OGC:http://www.ogc.gov.uk/itil_ogc_withdrawal_of_itil_version2.asp

ITIL ORG:http://www.itil.org/en/vomkennen/itil/index.php

 

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