【文章內(nèi)容簡介】 , these to include, training, recruitment, service acceptance criteria, the excepted outes from operating the new service expressed in measurable terms, etc. ? Plans must include: Roles and responsibilities for implementing, operating, and maintaining new/changed services ? New/changed services must be accepted by service provider before implementation ? Service provider must report on oute of new/changed service against the plan ? Post implementation review must be performed through change management ? Results of review must be reported to relevant parties 目標(biāo)： 確保新的服務(wù)和變更的服務(wù)能夠以合理的費用和合適的質(zhì)量管理和交付 ? 新 /變更服務(wù)需要考慮成本、技術(shù)、以及可能的業(yè)務(wù)影響 ? 對新 /變更服務(wù)要進(jìn)行計劃，包括：培訓(xùn)、招募人員、服務(wù)驗收標(biāo)準(zhǔn)、以及用可度量的方式表達(dá)的新服務(wù)運營后所期望的結(jié)果 ? 計劃必須包括實施、運營和維護(hù)新 /變更服務(wù)的角色和職責(zé)，包括以下活動： – 客戶 /第三方供應(yīng)商 – 現(xiàn)行服務(wù)管理框架和服務(wù)的更改 – 相關(guān)方的交流 /新 /更改合同 – 人力和招聘需求 /技能和培訓(xùn)需求 – 過程測量、方法和工具 – 預(yù)算和進(jìn)度表 /服務(wù)接受標(biāo)準(zhǔn) – 可測量的期望結(jié)果 ? 新的或變更服務(wù)須在實施前被 SP接受 ? 服務(wù)提供者必須報告新的或變更服務(wù)的結(jié)果 ? 通過變更管理來實施事后回顧 ? 回顧結(jié)果必須向相關(guān)方報告 25 2023/1/30 6 Service Delivery Process 服務(wù)提交流程 Service level management (SLM) Objective: To define agree, record and manage levels of service. ? Record and agree details of all services together with their individual service targets within Service Level Agreements (SLAs). ? Document and agree all supporting service agreements ? All documents shall be maintained under change control and reviewed and agreed by all relevant parties. ? Regular reviews of both SLAs and service achievements with breaches and weaknesses providing input into Service Improvement Plan (SIPs). 服務(wù)級別管理 (SLM) 目標(biāo) : 定義 ,接受 ,記錄和管理服務(wù)等級 . ? 根據(jù)服務(wù)等級協(xié)議對獨立的服務(wù)目標(biāo)接受進(jìn)行記錄 . ? 文檔化和接受支持服務(wù)協(xié)議 ? 所有文檔需要維護(hù) :變更控制 ,檢查 ,相關(guān)方接受 . ? 定期檢查服務(wù)等級協(xié)議和中斷服務(wù)的恢復(fù) 26 2023/1/30 Service reporting Objective: To procedure agreed, timely, reliable, accurate reports for informed decision making and effective munication. Service reports shall be produced to meet identified needs and customer requirements. Typically service reporting shall include: a) Performance against service level targets. b) Nonpliance and issues. c) Workload characteristics. d) Performance reporting following major events. e) Trend information. f) Satisfaction analysis. 服務(wù)報告 目標(biāo) : 需要有準(zhǔn)確定期和可靠的報告流程以便為決策提供信息和有效溝通 . 報告需要滿足客戶需求應(yīng)該包括 : a) 服務(wù)等級目標(biāo)的執(zhí)行業(yè)績 . b) 不符合事項和問題 . c) 工作量特性 . d) 重大事件的報告和跟蹤 . e) 趨勢分析信息 . f) 滿意度分析 27 2023/1/30 Availability and service continuity management Objective: To ensure that agreed obligations to customers can be met in all circumstances. ? Shall be identified on the basis of business plans, SLAs, and risk assessments. ? Plans shall be developed and reviewed at least annually. ? Availability shall be measured and recorded. ? Continuity plans shall be retained offsite, tested according to business need, with all tests recorded and all abnormalities investigated and actioned. 可用性和服務(wù)持續(xù)性管理 目標(biāo) : 在任何情況下確保承諾客戶的責(zé)任得到滿足 . ? 定義需要基于業(yè)務(wù)計劃 ,SLAs,和風(fēng)險管理評估 . ? 計劃至少按年度開發(fā)和檢查 . ? 可用性必須得到測量和記錄 . ? 持續(xù)性計劃有備份站 ,根據(jù)業(yè)務(wù)需要進(jìn)行測試 ,測試需要有記錄 ,任何不正常情況需要采取調(diào)查和相關(guān)行動 . 28 2023/1/30 Budgeting and accounting for IT services Objective: To budget and account for the cost of service provision. The shall be clear policies and procedures: a) Budgeting, and accounting for all ponents including IT assets, shared resources, overheads, thirdparty supplied service, people, insurance and licenses. b) Apportioning and allocating all indirect costs. c) Financial control and authorization. Costing and approving of all of changes IT服務(wù)的預(yù)算和財務(wù) 目標(biāo) : 對服務(wù)提供的成本進(jìn)行預(yù)算和財務(wù)管理 必須有清晰的策略和流程 : a) 預(yù)算和財務(wù)管理包括 IT資產(chǎn) ,共享資源 ,未知開銷 ,第三方服務(wù) ,人 ,保險和許可證 . b) 分?jǐn)偹兄苯映杀?. c) 財務(wù)控制和授權(quán) d) 變化的審批和成本記錄 29 2023/1/30 Capacity management Objective: To ensure that the anization has, at all times, sufficient capacity to meet the current and future agreed demands of the business. Production of a capacity plan, matched to business requirements, the process shall include: a) Current and predicted capacity requirement b) Thresholds for investigation and upgrading together with cost and time scales. c) Evaluation and remendation of upgrades, changes, new technologies and new techniques. d) Processes for trending and predicting impacts of events e) Monitoring and measurement techniques for service capacity, tuning and performance to ensure adequate capacity in all areas. 能力管理 目標(biāo) : 確保企業(yè)總是能夠滿足現(xiàn)在和未來業(yè)務(wù)發(fā)展對 IT能力的需求 . 能力計劃必須同業(yè)務(wù)發(fā)展匹配 ,包括 :: a) 現(xiàn)在和預(yù)期的能力需求 b) 結(jié)合成本和時間的極限和升級調(diào)查 . c) 對升級 ,變更和新技術(shù)的評估和建議 d) 影響事件的趨勢和預(yù)測流程 e) 監(jiān)控和測量服務(wù)能力 ,執(zhí)行業(yè)績確保始終有適合的能力供應(yīng) . 30 2023/1/30 Information security management Objective: Manage information security in line with business requirements, including: a) Maintenance and distribution of an information security policy to all personnel and customers. b) Management of all service associated risks. c) Implementation of necessary security controls and processes to support the information security policy. 信息安全管理 目標(biāo) : 根據(jù)業(yè)務(wù)發(fā)展管理信息安全 , 包括 : a) 向所有人和客戶發(fā)布維護(hù)和信息安全策略 . b) 管理所有服務(wù)相關(guān)風(fēng)險 . c) 實施必要的安全控制和流程支持信息安全 . 31 2023/1/30 7 Relationship processes 關(guān)系流程 服務(wù)提供者 客戶 /業(yè)務(wù) 供應(yīng)商 內(nèi)部或外部 供應(yīng)商管理 業(yè)務(wù)關(guān)系管理 32 2023/1/30 Business relationship management Objective: Identify and document the stakeholders and customers of the services. Customer shall attend a service review for SLA, service scope, contract least annually. Service performance reviews, with issues and action plans. Awareness of business needs and changing requirements. A plains and escalation process including definition, recording investigation, action and formal closure Nominated individuals responsible for customer satisfaction and relationships. A customer feedback process, with recording and input to the Service Improvement Plans). 業(yè)務(wù)關(guān)系管理