XX集团公司IT服务管理规范IT服务管理流程分册XX集团公司2009年11月秘密目录IT服务管理流程分册..............................................................................................................................11文档说明.........................................................................................................................................111.1编制说明.................................................................................................................................111.2适用范围.................................................................................................................................111.3规范文档.................................................................................................................................111.4起草单位.................................................................................................................................111.5解释权.....................................................................................................................................111.6版权.........................................................................................................................................112建立IT服务管理流程体系的必要性...........................................................................................123IT服务管理流程框架....................................................................................................................143.1IT服务管理流程框架的整体思路........................................................................................143.1.1流程框架设计指导思想................................................................................................143.1.2流程框架整体设计思路................................................................................................143.2基本概念.................................................................................................................................163.2.1IT服务和IT服务管理.......................................................................................................163.2.2IT客户和IT用户...............................................................................................................173.2.3IT服务战略资产................................................................................................................173.2.4其他相关人....................................................................................................................183.3XX集团的IT服务目录..........................................................................................................183.3.1系统服务目录................................................................................................................193.3.2专业技术服务目录........................................................................................................203.4IT服务管理核心流程分析....................................................................................................223.4.1服务保障类流程............................................................................................................221.电话接听与服务请求过程分析..........................................................................................................232.事件处理过程分析...................
