【正文】 IT Service Continuity Management Service Management Function Published: October 20xx Reformatted: January 20xx For the latest information, please see ii IT Service Continuity Management The information contained in this document represents the current view of Microsoft C orporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a mitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. MICROSOFT MAKES NO WA RRANTIES, EXPRESS, IMPLIED O R STATUTORY, A S TO THE INFORMATION IN THIS DOCUMENT. C omplying with all applicable copyright laws is the responsibility of the user. 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Unless otherwise noted, the example panies, anizations, products, domain names, e mail addresses, logos, people, places, and events depicted herein are fictitious, and no association with any real pany, anization, product, domain name, address, logo, person, place, or event is intended or should be inferred. ? 20xx Microsoft C orporation. A ll rights reserved. Microsoft and Great Plains are either registered trademarks or trademarks of Microsoft C orporation in the United States and/or other countries. The names of actual panies and products mentioned herein may be the trademarks of their respective owners. Service Management Function iii Contents Executive Summary ............................................................................................... 1 Introduction ........................................................................................................... 3 IT Service Continuity Management Overview ..................................................... 5 Goals and Objectives ............................................................................................6 Scope...................................................................................................................6 Key Definitions .....................................................................................................6 Processes and Activities ........................................................................................ 9 Process Flow Summary.........................................................................................9 Process Flow Steps .............................................................................................10 Acquire Service Level Requirements .............................................................11 Propose Contingent Solution .........................................................................17 Formalize Operating Level Agreements .........................................................22 Formalize the Contingency Plan ....................................................................22 Roles and Responsibilities................................................................................... 27 Availability Manager ...........................................................................................27 Application Architect...........................................................................................28 Messaging and Middleware Architect ...................................................................28 Network Designer...............................................................................................29 Hardware Designer.............................................................................................29 Relationship to Other SMFs ................................................................................. 31 Service Level Management .................................................................................31 Financial Management ........................................................................................31 Workforce Management......................................................................................32 Availability Management.....................................................................................32 Capacity Management ........................................................................................32 1 Executive Summary In today’s highly petitive and serviceoriented business environment, panies are judged on their ability to continue to operate and provide a service at all times. This availability is acplished through a balance of such riskreduction measures as resilient systems and recovery options including backup facilities. Successful implementation of contingency management can be achieved only with visible senior management mitment and the support of all members in the anization. Ongoing maintenance of the recovery capability is instrumental if the solution is to remain effective. This is achieved through: ? A rigorous configuration, change management, metrics monitoring, availability management, capacity management, and review process. ? Education, documentation, and awareness for the whole anization and its customers.