CN101673366A - It service management technology - Google Patents
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- CN101673366A CN101673366A CN200810222147A CN200810222147A CN101673366A CN 101673366 A CN101673366 A CN 101673366A CN 200810222147 A CN200810222147 A CN 200810222147A CN 200810222147 A CN200810222147 A CN 200810222147A CN 101673366 A CN101673366 A CN 101673366A
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Abstract
The invention relates to a service management technology, in particular to an IT service management technology which comprises the following steps: a service desk, emergency management, problem management, configuration management, change management and release management, wherein the service desk is an access point for the interconnection of an IT service organization and a user, and once the service desk is called as a helping counter, the main tasks of which are recording, decomposing and monitoring proposed problems. The service desk can play a broader role, such as receiving change request (RFC), and supporting operation in many kinds of processes. The service desk is a single connecting point of routine work between a service provider and the user, and is also a focus for reporting emergencies and submitting service requests.
Description
Technical field
The present invention relates to service management technology, especially refer to a kind of IT service management technology.
Background technology
The IT technology is maked rapid progress, and enterprise's IT system is more and more come complicated more.Server is distributed in each department of company from Z series main frame to Unix server and PC, link together by ten hundreds of network equipments.On the hardware platform that these heterogeneous systems constitute, be huge enterprise application system simultaneously, to CRM (customer relation management), none is not strong impetus and an infrastructure of supporting that corporate business increases from SCM (supply chain management), ERP (Enterprise Resources Planning).How to ensure the normal operation of IT system, thereby the core business of the company of guarantee has become the problem that a CIO (Chief Information Officer) and even CEO (first executive officer) need contemplate day by day.
The let us brief overview is developing three important technologies of IT system once: LAN, client/server and the Internet.LAN (Local Area Network) makes corporate department and project team member share information becomes possibility, and the senior management staff of company can assess the achievement of each corporate department by particular tool, helps to grasp rapidly the operation situation of company and makes response rapidly.Client has appearred thereupon, each department and even each project team can use the business of the server admin this department of oneself, formed the infosystem of a large amount of vertical distribution in the inside of company, need network to couple together between the system, the complicacy of IT system further increases.And the appearance of technique of internet, and the maturation of ecommerce, make enterprise can be provided in the line transaction, this makes thing become more complicated when having widened the company management channel.Imagine, you may submit a transaction to by a PC in Beijing of China, and this trade fair is sent to the webserver that is positioned at the USA New York by network, and the webserver can further be communicated by letter with database server so that finish this transaction with the application server that is positioned at Berlin, Germany.Link of every increase will increase the possibility that portion goes wrong, and the client has but proposed more harsh availability condition for our operation system simultaneously, and the globalization of corporate business makes us that 24 * 7 availability must be provided.Middle any one link goes wrong, and the business that all may directly have influence on company is carried out smoothly, causes heavy losses.How to manage and improve the IT system of company, current enterprise faces heavy challenge.
The investigation of Morgan-StanleyCIO in 2003 points out that CIOs wishes the IT budget held stationary of their second half year in 2003.4 their being contemplated to be of the whole year increase inappreciable 1%.CIOs was once explicitly called for and was reduced cost, and with focus transfer to business still less, prior IT field; In one word, to accomplish exactly to get twice the result with half the effort.We find that own residing economic environment requires all enterprises to reduce self cost comprehensively, wherein also comprises their IT infrastructure cost.Everyone is seeking the approach that can get twice the result with half the effort.Is IT responsible for these problems below asking always: how to allow current IT infrastructure bring into play bigger effect? how to manage the current environment that becomes increasingly complex by present IT employee? how to utilize manned IT infrastructure to make enterprise need not to provide competitive product under the prerequisite of extra investment better? the another big challenge that enterprise faces when reducing the IT cost.
Professional development speed is being accelerated day by day, and professional sensitivity also receives much concern.In the recent period the once investigation that IBM client did is shown that 60% client thinks that rapidly business opportunity, competition and rules being made a response is the focus that they pay close attention to.Even if but the enterprise of today has begun to operate reform, also has difficulty in walking, and often adopt manual mode.Sometimes, respond than minor change for up to a couple of days or several weeks.If Enterprises Reaction is slow, then may in competition, lose important customers, lose the market share owing to losing business opportunity simultaneously, and in fact,, just can hold these business opportunities fully as long as they are enough flexible.Outstanding system management facility is called by enterprise, and these instruments can help their on-demand, and the business rule of enterprise self is fused in the system.
In the isomerous environment of complexity the management service grade, when keeping availability and reliability, improve resource utilization, reduce the IT cost, improve dirigibility and speed that running changes, this four big professional challenge combines and has brought the 5th challenge: promptly manage ever-increasing risk.The Most Urgent of these professional challenges has naturally and understandably attracted business risk.Important thing will bring huge risk.This is that you do not allow the fact of avoiding.Tackling these great professional challenges also makes risk constantly upgrade.For example, obtain service-level agreement in the isomerous environment of complexity, also require to reduce the IT cost simultaneously, this is bound to difficult and has strengthened risk.It is dangerous more to improve resource utilization in dirigibility that improves the running variation and speed.But perhaps all the greateset risk of challenge is not these challenges of reply, but the infringement that risk contention brought.
How to tackle these challenges, a conspicuous answer is exactly to adopt system management to help you to realize the IT system of an on-demand, makes IT system can support the traffic growth and the innovation of company better.
IT system management has had the history of two more than ten years, and the IT system management is not only a series of management softwares, but the holonomic system of forming by tissue, flow process, data and four organic components of instrument.Tissue is meant that you need certain personnel, and institutional framework is carried out system management, comprises user attendant, network operation personnel and system manager etc.Flow process is meant for particular event certain treatment scheme, as incident management, change management and issue management etc.Instrument mainly is some softwares of assisting to realize the IT system management, utilizes these softwares can realize the robotization of some management work, reduces manpower.Data refer to some data of the rules and regulations of IT system management and system's operation and statistical information etc.The IT system management can bring a large amount of benefits for enterprise by being introduced business organization by the best practice that industry confirms.
The IT system management is supported the distant view and the strategy of enterprise by defining IT system management objectives clearly.The IT supvr concentrates on professional critical system, can better support the long term growth of company.The IT system of enterprise is vertical subsystem mostly at present, and is isolated mutually with the corporate business flow process, is difficult to accurately define influence and the importance of each IT system for the business event operation.After adopting the IT system management, can entire I T system is consistent with the operation flow of company.CEO and CIO can treat IT system from the angle of business more, are more prone to determine the investment orientation of company's IT system, determine professional critical system, thereby make IT system provide power for the innovation and development of enterprise better.
Summary of the invention
The invention reside in provides a kind of IT service management technology that addresses the above problem.
The present invention adopts following technical scheme: a kind of IT service management technology, it is characterized in that, and comprise the steps:
Information desk (Service Desk)
Accident management (Incident Management)
Issue management (Problem Management)
Configuration management (Configuration Management)
Change management (Change Management)
Release management (Release Management)
Described information desk (Service Desk) is the access point that IT service organization and user connect each other.Information desk once was called as Help Desk (Help Desk).The main task of Help Desk is a record, decomposes and monitor the problem of proposition.An information desk can possess the role of wideer model, asks (RFC) as receiving change, and can support the operation in the multiple flow process.Information desk is the single point of contact of the routine work between ISP and the user.It also is report accident and the focus of submitting services request to.Just because of this, the responsibility of information desk is to keep service related information, and behavior and opportunity are notified the user, and follows the trail of and understand user's behavior of every day.For example, information desk may be played the part of the communication center that the user submits change request to, passes on the change implementation plan based on the change management flow process, and keeps changing implementation process and notify the user.Change management should guarantee that information desk keeps the grasp to change behavior situation at any time.
In face of any incident that SLA is exerted an influence, information desk is in first line, and safeguards channel of information flow at a high speed. and around accident, information desk might be authorized to implement change in its extent of competence.The scope of this type of change may be by pre-defined.When all relevant changes take place, the change management flow process will be apprised of.Basically, before the standard of any CI was made modification, the change flow process all needed it is examined in advance.
Described accident management process is devoted to solve accident, and the accident of quick-recovery service provision goes on record soon, and the quality of logout has determined the effectiveness of other relevant flow process.
Information desk approaches accident management process and issue management flow process, and if be between them. and do not have suitable control, change might be introduced new accident.Therefore need set up effective way follows the tracks of change.This is why to advise continuously incident record in same CMDB, and is categorized as " problem ", " known error ", and information such as " change records " to promote the information communication ability at information desk interface, is simplified the incident Investigate And Report.The right of priority of accident and upgrading thereof need be held consultation as the part in the service level managment flow process, and put on record in SLA.
The target of accident management:
The target of accident management is as far as possible promptly to react according to the generic services rank that defines among the SLA, makes the influence minimum of back to business conduct and tissue and user that have problems.The accident management also should keep the effective record to incident, so that weigh and improve flow process, and report to other flow process.
Described have two kinds of disposal routes for accident, and a kind of is that it is made service response fast, recovers its normal operation as early as possible, and another kind is to differentiate and solve root-cause.There is delicate difference between these two kinds of methods, and often obscured mutually. it is significant that it is carried out differentiation.
If the problem IT architecture inside that is present under a cloud, the issue management flow process will aim at its potential root.A problem may be come out by accident, but obviously, the target of issue management is the root of dealing with problems, and prevents its issuable interference, rather than recovery system operation rapidly.
After problem is identified (problem that is identified is referred to as known error usually), need carry out an operational decision making usually, whether decision takes permanent measure to improve system architecture, with prevention new accident takes place once more.If desired, submit to a change request to realize improving.
In order effectively and efficiently to discern accident root-cause and development trend thereof behind, the record of the accurately comprehensive accident of issue management requirements of process.The issue management flow process needs equally and the availability management flow process is got in touch with closely, to determine the importance of these trend and clear and definite remedial measures.
Described configuration management is devoted to control an IT architecture (standardization and condition monitoring) in the variation, discriminating configuration project (inventory, interrelated, audit and registration), collect and the document of managing relevant IT architecture, the relevant information of IT architecture is provided for all other flow processs.
Configuration management is all other Service Management flow process inalienable parts.Have the up-to-date of all parts in the current framework, accurately, comprehensive and detailed information, and manage its change, make these information effectively and efficiently support other process flow operation.Change management can be integrated with configuration management.At least, the login and the enforcement of suggestion control change in configuration management system, and under the help of comfortable configuration management system assessment is made in the change influence.Therefore all change requests should be transfused to Configuration Management Database (CMDB) (CMDB), and along with the progress of change request new record more at any time, until its enforcement. the relation of other parts in change project of configuration management system identification and the framework, everyone of these parts is convened the impact evaluation flow process.No matter whether a change is implemented in framework, the configuration management that is mutually related record should obtain upgrading in CMDB.When being preferably in change and taking place, use integration tool new record more automatically.
CMDB should open to whole service support group, makes everyone understand the possible reason of component failure, thereby accident and problem can more easily be solved.CMDB also should be used to accident and problem log are connected with other record, such as configuration project (Configuration Item-CI) that lost efficacy and the contact between the user.If lacked the integrated of configuration management flow process, release management will be difficult to realize, and possible errors repeatedly.
Described change management is absorbed in the controlled change of IT architecture enforcement.The target of this flow process is to determine required change, and determines how these changes are implemented in the scope to the minimum adverse effect of IT service generation.Guarantee that simultaneously its change is retrospective, and consult effectively and coordinate through whole organization internal.After customer organization submits the change request to,, coordinate with issue management and some other flow processs by its state of configuration management flow monitoring.Change is implemented to fulfil a specific path, comprises definition, and plan is set up, and test is accepted, implement, and assessment.
The change management flow process depends on the accuracy of configuration data, with the influence of guaranteeing to know that all implementation changes cause.Therefore between change management and the configuration management close getting in touch arranged.
The detailed content of change flow process should be filed in SLA, guarantees that the user knows the program of submitting modification application to, project objective and time, and implement the influence that change causes.
The detailed content of change needs the notification service platform.Even full test has been passed through in change, all difficulties take place in still very possible the existence in the process of implementing change, and these difficulties may be because of change by demand or expection operation, and perhaps the influence that change is caused function produces and queries.
Change advisory meeting (Change Advisory Board-CAB) is by the composition of personnel that expert opinion can be provided to change management group.This meeting is participated in by the people of IT that comes from all spectra and service unit probably.
Described issue is meant that a configuration set project (Configuration Items CI) is introduced in the environment that is in active state through test.The main target of release management is to guarantee to release news successfully to be announced, comprises concluding comprehensively test and file.
Release management guarantees to have only the software and hardware version through test and proper authorization just can offer IT running environment.The behavior of release management and configuration management and change management is closely related.Real change is implemented often to be implemented by the release management behavior.
The possibility of result of change often comes from new hardware, new version software, and new document (voluntarily set up, or buy) etc. and they are controlled, and pack and issue.About file safety and announcement program should be closely integrated with change management and configuration management flow process.The program of issue also may be as inalienable part in accident management and the issue management flow process, also links to each other the record that upgrades in time with maintenance simultaneously closely with CMDB.
The present invention is clear and definite, and the IT service is the curstomer-oriented demand, and we are quantified as the quality standard system that the IT service is deferred to customer demand.So next, we will use the management method of IT service to reach set quality objective, fulfil the service agreement of reaching between IT service organization and the client in other words conj.or perhaps.
The IT Service Management is considered to based on flow process and service-oriented management.Flow process always has a set target.
The target of IT Service Management flow process is to serve for IT service quality.The part of quality management and flow process control formative tissue and policy thereof.
It is crucial that the value of understanding IT Service Management finally possesses a SMF definition clearly for IT service organization.The IT Service Management is as follows for the main contribution of IT service organization:
■ improves service quality and supports more reliable business;
■ makes the program that realizes the IT service-conformance have more specific aim, when needs they the time reliable ability is provided;
■ provides a description the view more clearly of existing IT ability;
■ provides more valuable information for existing service;
The raising of ■ by IT being supported understand is for business provides greater flexibility;
More initiatively employee of ■-, help the employee of IT service organization to improve its satisfaction for work owing to can understand its ability and management expectation better;
■ is because the IT ISP understands the desired service of client, and final realization payment, can improve the satisfaction of client for service;
The dirigibility and the adaptability of the service that provides is provided ■;
■ provides the benefit of system guiding, as in safety, and accuracy, speed is improved on the objectives of required service ranks such as availability regulation;
■ shortens the change cycle, improves success ratio.
The importance of these benefits is different because of tissue.Its measurability is also different.Help its quantification by the ITIL theory, thereby improve operability.
Wherein service offering (Service Delivery) and service support (Service Support) are the core contents of IT service operation.
Rate of return on investment can be calculated by NPV (Net Present Value) and Payback Period.NPV is converted into the investment repayment of the coming five years the financial value of today.Investment repayment must be converted into the financial value of today, because expense in the future and income are with the income and the non-equivalence of earning now.Enterprise can be according to a discount list, and the income in future is converted into present income.This discount list can be according to inflation rate or the establishment of in-company computing mechanism.When analyzing the rate of return on investment of IT system management project, we can take into account the initial nonrecurring charge of buying software, comprise mandate expense, the installation of software and the expense of integrating.The expense of the expense that also will consider training in addition, support and safeguard (approximately every year 15%).Repayment comprise annual reduce expenses, the availability of the efficiency of management and application.When calculating annual spending and income, must be converted into present cost.As shown in the figure, be the example of NPV.
The method of another simple computation investment report rate adopts investment retirement period (PaybackPeriod), and how long this computing method can reach the expense that we realize the system management scheme with the following investment repayment that we calculate simply.As shown in the figure, be investment retirement period synoptic diagram.
Description of drawings
Fig. 1 is an IT organizational structure synoptic diagram of the present invention.
Purpose of the present invention, function and advantage will be in conjunction with the embodiments, are described further with reference to accompanying drawing
Embodiment
As shown in Figure 1, a kind of IT service management technology of the present invention is characterized in that, comprises the steps:
Information desk (Service Desk)
Accident management (Incident Management)
Issue management (Problem Management)
Configuration management (Configuration Management)
Change management (Change Management)
Release management (Release Management)
Described information desk (Service Desk) is the access point that IT service organization and user connect each other.Information desk once was called as Help Desk (Help Desk).The main task of Help Desk is a record, decomposes and monitor the problem of proposition.An information desk can possess the role of wideer model, asks (RFC) as receiving change, and can support the operation in the multiple flow process.Information desk is the single point of contact of the routine work between ISP and the user.It also is report accident and the focus of submitting services request to.Just because of this, the responsibility of information desk is to keep service related information, and behavior and opportunity are notified the user, and follows the trail of and understand user's behavior of every day.For example, information desk may be played the part of the communication center that the user submits change request to, passes on the change implementation plan based on the change management flow process, and keeps changing implementation process and notify the user.Change management should guarantee that information desk keeps the grasp to change behavior situation at any time.
In face of any incident that SLA is exerted an influence, information desk is in first line, and safeguards channel of information flow at a high speed.Around accident, information desk might be authorized to implement change in its extent of competence.The scope of this type of change may be by pre-defined.When all relevant changes take place, the change management flow process will be apprised of.Basically, before the standard of any CI was made modification, the change flow process all needed it is examined in advance.
Described accident management process is devoted to solve accident, and fast quick-recovery service provision. and accident goes on record, and the quality of logout has determined the effectiveness of other relevant flow process.
Information desk approaches accident management process and issue management flow process, and if be between them. and do not have suitable control, change might be introduced new accident.Therefore need set up effective way follows the tracks of change.This is why to advise continuously incident record in same CMDB, and is categorized as " problem ", " known error ", and information such as " change records " to promote the information communication ability at information desk interface, is simplified the incident Investigate And Report.The right of priority of accident and upgrading thereof need be held consultation as the part in the service level managment flow process, and put on record in SLA.
The target of accident management:
The target of accident management is as far as possible promptly to react according to the generic services rank that defines among the SLA, makes the influence minimum of back to business conduct and tissue and user that have problems.The accident management also should keep the effective record to incident, so that weigh and improve flow process, and report to other flow process.
Described have two kinds of disposal routes for accident, and a kind of is that it is made service response fast, recovers its normal operation as early as possible, and another kind is to differentiate and solve root-cause.There is delicate difference between these two kinds of methods, and often obscured mutually. it is significant that it is carried out differentiation.
If the problem IT architecture inside that is present under a cloud, the issue management flow process will aim at its potential root.A problem may be come out by accident, but obviously, the target of issue management is the root of dealing with problems, and prevents its issuable interference, rather than recovery system operation rapidly.
After problem is identified (problem that is identified is referred to as known error usually), need carry out an operational decision making usually, whether decision takes permanent measure to improve system architecture, with prevention new accident takes place once more.If desired, submit to a change request to realize improving.
In order effectively and efficiently to discern accident root-cause and development trend thereof behind, the record of the accurately comprehensive accident of issue management requirements of process.The issue management flow process needs equally and the availability management flow process is got in touch with closely, to determine the importance of these trend and clear and definite remedial measures.
Described configuration management is devoted to control an IT architecture (standardization and condition monitoring) in the variation, discriminating configuration project (inventory, interrelated, audit and registration), collect and the document of managing relevant IT architecture, the relevant information of IT architecture is provided for all other flow processs.
Configuration management is all other Service Management flow process inalienable parts.Have the up-to-date of all parts in the current framework, accurately, comprehensive and detailed information, and manage its change, make these information effectively and efficiently support other process flow operation.Change management can be integrated with configuration management.At least, the login and the enforcement of suggestion control change in configuration management system, and under the help of comfortable configuration management system assessment is made in the change influence.Therefore all change requests should be transfused to Configuration Management Database (CMDB) (CMDB), and along with the progress of change request new record more at any time, until its enforcement.The relation of other parts in change project of configuration management system identification and the framework is convened the impact evaluation flow process with everyone of these parts.No matter whether a change is implemented in framework, the configuration management that is mutually related record should obtain upgrading in CMDB.When being preferably in change and taking place, use integration tool new record more automatically.
CMDB should open to whole service support group, makes everyone understand the possible reason of component failure, thereby accident and problem can more easily be solved.CMDB also should be used to accident and problem log are connected with other record, such as configuration project (Configuration Item-CI) that lost efficacy and the contact between the user.If lacked the integrated of configuration management flow process, release management will be difficult to realize, and possible errors repeatedly.
Described change management is absorbed in the controlled change of IT architecture enforcement.The target of this flow process is to determine required change, and determines how these changes are implemented in the scope to the minimum adverse effect of IT service generation.Guarantee that simultaneously its change is retrospective, and consult effectively and coordinate through whole organization internal.After customer organization submits the change request to,, coordinate with issue management and some other flow processs by its state of configuration management flow monitoring.Change is implemented to fulfil a specific path, comprises definition, and plan is set up, and test is accepted, implement, and assessment.
The change management flow process depends on the accuracy of configuration data, with the influence of guaranteeing to know that all implementation changes cause.Therefore between change management and the configuration management close getting in touch arranged.
The detailed content of change flow process should be filed in SLA, guarantees that the user knows the program of submitting modification application to, project objective and time, and implement the influence that change causes.
The detailed content of change needs the notification service platform.Even full test has been passed through in change, all difficulties take place in still very possible the existence in the process of implementing change, and these difficulties may be because of change by demand or expection operation, and perhaps the influence that change is caused function produces and queries.
Change advisory meeting (Change Advisory Board-CAB) is by the composition of personnel that expert opinion can be provided to change management group.This meeting is participated in by the people of IT that comes from all spectra and service unit probably.
Described issue is meant that a configuration set project (Configuration Items CI) is introduced in the environment that is in active state through test.The main target of release management is to guarantee to release news successfully to be announced, comprises concluding comprehensively test and file.
Release management guarantees to have only the software and hardware version through test and proper authorization just can offer IT running environment.The behavior of release management and configuration management and change management is closely related.Real change is implemented often to be implemented by the release management behavior.
The possibility of result of change often comes from new hardware, new version software, and new document (set up voluntarily, or buy) etc.They are controlled, and the packing and issue.About file safety and announcement program should be closely integrated with change management and configuration management flow process.The program of issue also may be as inalienable part in accident management and the issue management flow process, also links to each other the record that upgrades in time with maintenance simultaneously closely with CMDB.
The present invention is clear and definite, and the IT service is the curstomer-oriented demand, and we are quantified as the quality standard system that the IT service is deferred to customer demand.So next, we will use the management method of IT service to reach set quality objective, fulfil the service agreement of reaching between IT service organization and the client in other words conj.or perhaps.
The IT Service Management is considered to based on flow process and service-oriented management.Flow process always has a set target.
The target of IT Service Management flow process is to serve for IT service quality.The part of quality management and flow process control formative tissue and policy thereof.
It is crucial that the value of understanding IT Service Management finally possesses a SMF definition clearly for IT service organization.The IT Service Management is as follows for the main contribution of IT service organization:
■ improves service quality and supports more reliable business;
■ makes the program that realizes the IT service-conformance have more specific aim, when needs they the time reliable ability is provided;
■ provides a description the view more clearly of existing IT ability;
■ provides more valuable information for existing service;
The raising of ■ by IT being supported understand is for business provides greater flexibility;
■ employee more initiatively helps the employee of IT service organization to improve its satisfaction for work owing to can understand its ability better and the management expectation;
■ is because the IT ISP understands the desired service of client, and final realization payment, can improve the satisfaction of client for service;
The dirigibility and the adaptability of the service that provides is provided ■;
■ provides the benefit of system guiding, as in safety, and accuracy, speed is improved on the objectives of required service ranks such as availability regulation;
■ shortens the change cycle, improves success ratio.
The importance of these benefits is different because of tissue.Its measurability is also different.Help its quantification by the ITIL theory, thereby improve operability.
Wherein service offering (Service Delivery) and service support (Service Support) are the core contents of IT service operation.
Rate of return on investment can be calculated by NPV (Net Present Value) and Payback Period.NPV is converted into the investment repayment of the coming five years the financial value of today.Investment repayment must be converted into the financial value of today, because expense in the future and income are with the income and the non-equivalence of earning now.Enterprise can be according to a discount list, and the income in future is converted into present income.This discount list can be according to inflation rate or the establishment of in-company computing mechanism.When analyzing the rate of return on investment of IT system management project, we can take into account the initial nonrecurring charge of buying software, comprise mandate expense, the installation of software and the expense of integrating.The expense of the expense that also will consider training in addition, support and safeguard (approximately every year 15%).Repayment comprise annual reduce expenses, the availability of the efficiency of management and application.When calculating annual spending and income, must be converted into present cost.As shown in the figure, be the example of NPV.
The method of another simple computation investment report rate adopts investment retirement period (PaybackPeriod), and how long this computing method can reach the expense that we realize the system management scheme with the following investment repayment that we calculate simply.As shown in the figure, be investment retirement period synoptic diagram.When the rate of return on investment of assessment IT system management project, we should study following several aspect emphatically:
● management automation strengthens: by robotization IT management process, improve the production efficiency of IT, improve managerial effectiveness.(Tools)
● availability strengthens: stop time beyond the minimizing system, reduce because of system exception and shut down the traffic lost that causes interior employee and external client can not the access service system to bring.
● operation system is managed the benefit of bringing: IT system being contacted directly with core business system be in the same place, is not the resource of managing I T system, as physical resources such as server, the network equipments, but directly according to operation system managing I T system, as ERP system.
● simplify maintainer troop efficiently.
● procedure, cut down the spending of business administration expense, improve managerial effectiveness.
A lot of tissues have adopted ITIL and CobiT, and have obtained considerable achievement.
Complicated IT system has been brought huge challenge to enterprise, has only the management of the IT system of enforcement, could be calm in the epoch in the face of heavy challenge at on-demand, create and operate the enterprise of a success: focal point (Focused), real-time response (Responsive), adjust to changed conditions (Variable), elasticity operation (Resilient).
The above only is the preferred embodiments of the present invention; be not so limit claim of the present invention; every equivalent structure or equivalent flow process conversion that utilizes instructions of the present invention and accompanying drawing content to be done; or directly or indirectly be used in other relevant technical fields, all in like manner be included in the scope of patent protection of the present invention.
Claims (6)
1, a kind of IT service management technology is characterized in that, comprises the steps:
Information desk (Service Desk)
Accident management (Incident Management)
Issue management (Problem Management)
Configuration management (Configuration Management)
Change management (Change Management)
Release management (Release Management).
2, IT service management technology described in claim 1, it is characterized in that: described information desk (Service Desk) is the access point that IT service organization and user connect each other. the main task that information desk once was called as Help Desk (Help Desk) .Help Desk is a record, decomposing and monitor the problem of proposition. an information desk can possess the role of wideer model, as receive change request (RFC), and can support the operation in the multiple flow process. information desk is the single point of contact of the routine work between ISP and the user. it also is report accident and the focus of submitting services request to. Just because of this, the responsibility of information desk is to keep service related information, behavior and opportunity are notified the user, and follow the trail of and understand user's behavior of every day. for example, information desk may be played the part of the communication center that the user submits the change request to, to pass on the change implementation plan based on the change management flow process, and keep change implementation process and notify the user. change management should guarantee that information desk keeps at any time to changing the grasp of behavior situation.
In face of any incident that SLA is exerted an influence, information desk is in first line, and maintenance channel of information flow at a high speed. around accident, information desk might be authorized to implement change in its extent of competence. and the scope of this type of change may be by pre-defined. when all relevant changes take place, the change management flow process will be apprised of. basically, before the standard of any CI was made modification, the change flow process all needed it is examined in advance.
3, the IT service management technology described in claim 1, it is characterized in that: described accident management process is devoted to solve accident, and fast quick-recovery service provision. accident goes on record, and the quality of logout has determined the effectiveness of other relevant flow process.
Information desk approaches accident management process and issue management flow process, if and be between them. there is not suitable control, change might be introduced new accident. and therefore need set up effective way change is followed the tracks of. this is why to advise continuously incident record in same CMDB, and be categorized as " problem ", " known error ", information such as " change records ", to promote the information communication ability at information desk interface, simplification incident Investigate And Report. the right of priority of accident and upgrading thereof need be held consultation as the part in the service level managment flow process, and put on record in SLA.
The target of accident management:
The target of accident management is as far as possible promptly to react according to the generic services rank that defines among the SLA, making the influence minimum of back that have problems to business conduct and tissue and user. the accident management also should keep the effective record to incident, so that weigh and improve flow process, and report to other flow process.
4, the IT service management technology described in claim 1, it is characterized in that: described have two kinds of disposal routes for accident, a kind of is that it is made service response fast, recover its normal operation as early as possible, another kind is to differentiate and solve root-cause. has delicate difference between these two kinds of methods, and often obscured mutually. and it is significant that it is carried out differentiation.
If the problem IT architecture inside that is present under a cloud, the issue management flow process will aim at its potential root. and a problem may be come out by accident, but obviously, the target of issue management is the root of dealing with problems, prevent its issuable interference, rather than recovery system operation rapidly.
After problem is identified (problem that is identified is referred to as known error usually), usually need carry out an operational decision making, whether decision takes permanent measure to improve system architecture, with prevention new accident takes place once more. and if desired, submit to a change request to realize improving.
In order effectively and efficiently to discern accident root-cause and development trend thereof behind, the record of the accurately comprehensive accident of issue management requirements of process. the issue management flow process needs equally and the availability management flow process is got in touch with closely, to determine the importance of these trend and clear and definite remedial measures.
5, the IT service management technology described in claim 1, it is characterized in that: described configuration management is devoted to control an IT architecture (standardization and condition monitoring) in the variation, differentiate configuration project (inventory, interrelated, audit and registration), collect and the document of managing relevant IT architecture, the relevant information of IT architecture be provided for all other flow processs.
Configuration management is all other Service Management flow process inalienable parts. have the up-to-date of all parts in the current framework, accurately, comprehensive and detailed information, and manage its change, make these information effectively and efficiently support other process flow operation. change management can be integrated with configuration management. at least, the login and the enforcement of change is controlled in suggestion in configuration management system, and under the help of comfortable configuration management system assessment is made in the change influence. so all change requests should be transfused to Configuration Management Database (CMDB) (CMDB), and along with the progress of change request new record more at any time, until its enforcement. the relation of other parts in change project of configuration management system identification and the framework, everyone of these parts is convened the impact evaluation flow process. no matter whether a change implement in framework, the configuration management that is mutually related record should
Obtain among the CMDB upgrading. when being preferably in change and taking place, use integration tool new record more automatically.
CMDB should open to whole service support group, make everyone understand the possible reason of component failure, thereby making accident and problem can more easily be solved .CMDB also should be used to accident and problem log are connected with other record, such as the configuration project (Configuration Item-CI) that lost efficacy and if the contact between the user. lacked the integrated of configuration management flow process, release management will be difficult to realize, and possible errors repeatedly.
6, IT service management technology described in claim 1, it is characterized in that: described change management is absorbed in the controlled change of IT architecture enforcement. and the target of this flow process is to determine required change, and determine how these changes are implemented in the scope to the minimum adverse effect of IT service generation. guarantee that simultaneously its change is retrospective, and consult effectively and coordinate through whole organization internal. after customer organization submits the change request to, by its state of configuration management flow monitoring, to coordinate with issue management and some other flow processs. change implements to fulfil a specific path, comprise definition, plan, set up, test is accepted, implement, and assessment.
The change management flow process depends on the accuracy of configuration data, with the influence of guaranteeing to know that all implementation changes cause. so close getting in touch arranged between change management and the configuration management.
The detailed content of change flow process should be filed in SLA, guarantees that the user knows the program of submitting modification application to, project objective and time, and implement the influence that change causes.
Even the detailed content of change needs the notification service platform. full test has been passed through in change, all difficulties take place in still very possible the existence in the process of implementing change, these difficulties may be because of change by demand or expection operation, and perhaps the influence that change is caused function produces and queries.
Change advisory meeting (Change Advisory Board-CAB) is by the composition of personnel that expert opinion can be provided to change management group. and this meeting participates in by the people of IT that comes from all spectra and service unit probably
IT service management technology described in claim 1, it is characterized in that: described issue is meant that a configuration set project (Configuration Items CI) is introduced in the environment that is in active state through test. the main target of release management is to guarantee to release news successfully to be announced, comprise and concluding comprehensively, test and file.
Release management guarantees to have only the software and hardware version through test and proper authorization just can offer IT running environment. and the behavior of release management and configuration management and change management is closely related. and real change is implemented often to be implemented by the release management behavior.
The possibility of result of change often comes from new hardware, new version software, and new document (is set up voluntarily, or buy) etc. they are controlled, and the packing and issue. relevant file safety and announcement program should be closely integrated with change management and configuration management flow process. the program of issue also may be as inalienable part in accident management and the issue management flow process, also link to each other the record that upgrades in time with maintenance simultaneously closely with CMDB.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN103390227A (en) * | 2013-08-08 | 2013-11-13 | 上海汉得信息技术股份有限公司 | System operation support system based on cloud computing |
| CN103440168A (en) * | 2013-09-09 | 2013-12-11 | 中国农业银行股份有限公司 | Method and system for program change |
| CN105023083A (en) * | 2014-08-15 | 2015-11-04 | 江苏蓝深远望系统集成有限公司 | Information resource service support system based on ITSS standard |
| CN105205574A (en) * | 2014-05-30 | 2015-12-30 | 华为技术有限公司 | Information processing device and method for business processing |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN103390227A (en) * | 2013-08-08 | 2013-11-13 | 上海汉得信息技术股份有限公司 | System operation support system based on cloud computing |
| CN103440168A (en) * | 2013-09-09 | 2013-12-11 | 中国农业银行股份有限公司 | Method and system for program change |
| CN103440168B (en) * | 2013-09-09 | 2017-01-18 | 中国农业银行股份有限公司 | Method and system for program change |
| CN105205574A (en) * | 2014-05-30 | 2015-12-30 | 华为技术有限公司 | Information processing device and method for business processing |
| CN105205574B (en) * | 2014-05-30 | 2020-03-31 | 华为技术有限公司 | Information processing device and method for business handling |
| CN105023083A (en) * | 2014-08-15 | 2015-11-04 | 江苏蓝深远望系统集成有限公司 | Information resource service support system based on ITSS standard |
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