ibm：it服務(wù)管理／itil概念簡介(編輯修改稿)

　

【文章內(nèi)容簡介】 ration Management)確認、記錄和報告所有屬于配置管理控制和管理范圍的 IT部件。問題管理(包括幫助臺 )167。突發(fā)事件控制167。問題控制167。錯誤控制變更管理167。標準變更167。緊急變更167。簡單變更配置管理服務(wù)水平管理(包括應(yīng)急規(guī)劃 )可用性管理 容量管理成本管理?配置定義?控制配置信息?配置狀態(tài)審計?配置信息驗證?信息管理17? Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either side? Copyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to IBM Global Services169。 2022 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements主要概念216。IT基礎(chǔ)架構(gòu) (IT Infrastructure) 任何提供 IT服務(wù)所需的硬件、軟件和相關(guān)文檔216。配置管理數(shù)據(jù)庫 (Configuration Management Database, CMDB) 保持所有與 IT基礎(chǔ)架構(gòu)相關(guān) CI的完整記錄216。配置條目 (Configuration Item, CI) 基礎(chǔ)架構(gòu)的一個部件 ,例如 PC、網(wǎng)絡(luò)設(shè)備、應(yīng)用、手冊等216。配置基線（ Configuration Baseline） 某個時刻，某個 IT產(chǎn)品或者系統(tǒng)的原始結(jié)構(gòu)和細節(jié)信息 18? Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either side? Copyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to IBM Global Services169。 2022 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements硬件 CI舉例19? Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either side? Copyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to IBM Global Services169。 2022 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements配置管理流程的主要任務(wù)All Configuration Items (CIs) must be identified. (Does the new CI belong in the scope of the CM system?)All CIs are registered in the CMDB. All CIs have a unique identification code. Registration and giving a unique identification code to the CI belong to CMDB ManagementThe status of a CI can be in repair, in test, in production, etc. Status control means that the status of CIs must be kept up to date.At regular intervals, verification must take place. . the registered data within the CMDB will be verified with the actual data.The Configuration Management process must provide information about the IT infrastructure to other processes and IT management. 20? Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either side? Copyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to IBM Global Services169。 2022 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements配置管理和資產(chǎn)管理的區(qū)別配置管理 :216。管理的是整個 IT架構(gòu)216。完整的生命周期216。主動的校驗、審核216。記錄關(guān)聯(lián)關(guān)系，和業(yè)務(wù)功能相關(guān)資產(chǎn)管理216。基本不記錄設(shè)備間關(guān)聯(lián)關(guān)系216。管理對象被視為采購到的資源216。關(guān)注財務(wù)屬性216。類似于庫存管理21? Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either side? Copyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to IBM Global Services169。 2022 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements服務(wù)臺 (Service Desk)問題管理(包括幫助臺 )167。突發(fā)事件控制167。問題控制167。錯誤控制變更管理167。標準變更167。緊急變更167。簡單變更配置管理服務(wù)水平管理(包括應(yīng)急規(guī)劃 )可用性管理 容量管理成本管理?交流平臺（ SPOC)?突發(fā)事件控制 /管理?信息管理22? Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either side? Copyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to IBM Global Services169。 2022 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements服務(wù)臺提供了用戶與 IT服務(wù)部門間的單一聯(lián)系窗口ITIL對 客戶（ customers）和用戶（ users）的定義216。Customerspeople (generally senior managers) who mission, pay for and own the IT Services, sometimes refered to as the business216。Userspeople who use the services on a daytoday basis23? Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either side? Copyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to IBM Global Services169。 2022 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elementsCustomer interaction is not restricted to the telephone and personal contact. Formsbased input increases integrity of data and assists allocating the best suited support function24? Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either side? Copyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to IBM Global Services169。 2022 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = E