【正文】 定義性軟件庫 (Definitive Softwa。 按種類分類全發(fā)布－指發(fā)布一套完整的程序，包括那些沒有變更的部分Delta發(fā)布－發(fā)布僅含少量變更時，使用 Delta發(fā)布包發(fā)布－一組軟件的發(fā)布，相互有依賴和關(guān)聯(lián)的發(fā)布42? 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。 按規(guī)模分類緊急發(fā)布（ emergency fix）－少量對已知錯誤的更正和快速實施的解決方案小規(guī)模發(fā)布－一定數(shù)量的改進(jìn)和對已知錯誤的更正大規(guī)模發(fā)布－一般是新的軟硬件的首次發(fā)布或者是對現(xiàn)有構(gòu)架的功能作出重大改進(jìn)。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 容量管理成本管理發(fā)布管理?管理 DSL(軟件庫 )?DHL(硬件庫）?軟件分發(fā)和實施?信息管理41? 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。標(biāo)準(zhǔn)變更167。問題控制167。 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發(fā)布管理 (Release Management)進(jìn)行軟件、硬件的規(guī)劃、設(shè)計、建設(shè)、配置和測試，為生產(chǎn)環(huán)境創(chuàng)建一系列發(fā)布組件問題管理(包括幫助臺 )167。 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變更管理協(xié)調(diào)變更的各個階段，但不負(fù)責(zé)變更的內(nèi)容39? 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。變更請求 (Request For Change, RFC)216。變更（ Change ） – 導(dǎo)致一項或多項 IT基礎(chǔ)架構(gòu) CI狀態(tài)變化的一個行動。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?接收?分類?授權(quán)和規(guī)劃?協(xié)調(diào)?信息管理37? 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。標(biāo)準(zhǔn)變更167。問題控制167。問題管理(包括幫助臺 )167。Targeting Preventive actions? Alternative CIs? Minimizing single point of failures? improved procedures? Research other sources of knowledge about known errors36? 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。主動問題管理包括：216。 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… ，錯誤控制，以及 …35? 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問題可從突發(fā)事件中找出，隨后進(jìn)行分析找出根源，最后實施變更解決問題33? 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。已知錯誤（ Known Error） 已成功診斷問題的根源、找到出錯 CI的情況。問題（ Problem） 從多個具有相同現(xiàn)象的突發(fā)事件或一個重大的突發(fā)事件獲取的、表明存在某個未知原因的錯誤的情況。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?支持突發(fā)事件控制?問題控制?錯誤控制?積極的問題管理?信息管理31? 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。標(biāo)準(zhǔn)變更167。問題控制167。 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問題管理（ Problem Management)最小化由于 IT基礎(chǔ)架構(gòu)錯誤引起的突發(fā)事件和問題的負(fù)面影響，防止與錯誤相關(guān)的突發(fā)事件的再次發(fā)生問題管理(包括幫助臺 )167。 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突發(fā)事件管理流程涉及多個部門，而不僅是服務(wù)臺29? 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。Service Requests?Request for information/advice/documentation?fotten password27? 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。Application?Service not available?diskusage threshold exceeded216。不屬于服務(wù)正常運作范疇，會引起或可能引起服務(wù)中斷、服務(wù)質(zhì)量下降的任何事件252。 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。緊急變更167。錯誤控制變更管理167。突發(fā)事件控制167。Automated operations and work management tools.25? Title/subtitle/confidentiality line: