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ITIL/ITSM培训杨晔yangye@lenovots.comITIL是什么实施ITIL的益处减少重复工作、有效利用人力资源。提高IT员工专业素质，提高员工服务能力和工作效率。规范IT部门服务水平，规范工作流程，降低风险。提高IT服务的可用性、可靠性和安全性。有效控制IT部门的开支，降低IT运营成本，减少运营风险。从总体上提高企业IT投资的回报，提升企业综合竞争力。基于ITIL的ITSM介绍ITSM(IT服务管理)ITSM的核心流程主要包括：IT运营管理(ITServiceSupport)IT战术管理(ITServiceDelivery)ITSM的核心思想练习WhatistheroleofITILwithinITServiceManagement?AtoprovideanapproachbasedonthebestexamplestakenfrompracticeBtoserveastheinternationalstandardforITServiceManagementCtoserveasthestandardmodelforITserviceProvisionDtoServeasatheoreticalframeworkforprocessdesignITILProcessOverviewIT运营管理(ITServiceSupport)突发事件管理(IncidentManagement)问题管理(ProblemManagement)变更管理(ChangeManagement)配置管理(ConfigurationManagement)应用发布管理(ReleaseManagement)IT运营管理IT战术管理(ITServiceDelivery)服务级别管理(ServiceLevelManagement)IT服务财务管理(ITServiceFinancialManagement)IT服务连续性管理(ITServiceContinuityManagement)能力管理(CapacityManagement)可用性管理(AvailabilityManagement)IT战术管理练习HowdoesITServiceManagementcontributetothequalityofITserviceprovision?AbyrecordingagreementsbetweeninternalandexternalcustomersandsuppliersinformaldocumentsBbydefininggenerallyacceptednormsforservicelevelsCbypromotingacustomerfocusamongalltheemployeesoftheITorganizationDbyplanning,implementingandmanagingacoherentsetofprocessesforprovidingITservicesServiceDeskServiceDeskToprovideaSinglePointOfContact(SPOC)TofacilitatetherestorationofnormaloperationalserviceTogeneratereports,tocommunicate&promoteToprovidevaluetoanorganizationActivitiesCommunicateandpromoteservicesProvideadvice/guidancetocustomersProviderapidrestorationofnormalserviceoperationsMeetexpectationssetoutintheServiceLevelAgreementsManagementinformationServiceDeskResponsibilitiesReceiving,Recording,PrioritizingandTrackingservicecallsFirstLineSupport(notforCallCenter)EscalationandReferraltootherpartsCoordinatingsecond/third-partysupportgroupsKeepingcustomersinformedClosingincidentsandconfirmationwiththecustomerReportingInputandOutputCallCenter,HelpDeskvs.ServiceDeskCallCenterHelpDeskServiceDeskLocalServiceDeskCentralServiceDeskVirtualServiceDeskLocalServiceDeskCentralServiceDeskVirtualServiceDeskMetricsAndManagementReportsDailyreviewsofincident/problemstatusagainstservicelevelsWeeklyserviceavailability,servicebreaches,staffworkload,knownerrorsandregisteredchangesMonthlyoverallperformance,achievementsandtrendanalysisUnsatisfiedcustomerincidentsfrompreviousweekProactivereportsandplannedchanges练习一WhichofthefollowingisServiceDeskactivity?AtofunctionasthefirstpointofcustomercontactBtoinvestigatethecauseofdisruptionsofthecustomerCtotracethecauseofincidentsDtoManageErrors练习二WhatisusuallynotanactivityoftheServiceDesk?Ahandling(standard)RequestsForChangeBhandlingcomplaintsabouttheservicesoftheITorganizationCtracingtheunderlyingcauseofincidentsDprovidinginformationonproductsandservicesIncidentManagementIncidentManagement目标Torestorenormalserviceoperationasquicklyaspossibleandminimizetheadverseimpactonbusinessoperations基本概念IncidentAnyeventwhichisnotpartofthestandardoperationofaserviceWo...