HPIT服务管理模型参考(1)

1、TheHPITServiceManagementReferenceModelWhitePaperPeople+Process+TechnologyBusiness-ITAlignmentServiceDevelopment&DeploymentServiceDesign&ManagementOperationsBridgeServiceDeliveryAssuranceJanuary2000ITSMReferenceModelWhitePaperVersion2.0AcknowledgementsThedevelopmentoftheHewlett-PackardITServiceManagementReferenceModelwasanaggressiveteameffort,involvingmanypeoplefromdifferentHPentitiesandcountriesduringtheproject,toomanytomentioneachandeveryonehere.Yet,certaincontributorsprovidedsuchvaluethatthey。

2、mustbementionedbyname.ItiswithgreatpridethatIcallthemmypeers.Specialthanksto:YvonneBentleyandDoreneMatney.Additionalkeycontributorswere:BertVanBarneveld,PaulHam,ColinHenderson,PeterKane,JoeKouba,KarenKlukiewicz,PaulMiller,JensRitter,JeffSwann,MarkTaguma,RonTarver,GeorgBock,TjerkFeenstra,KarlTomlinson,SteveLochner,MonicaHasegawa,SteveHelper,ChristiandeRyss,LarryHicks,MasashiFujita,GavinRunnalls,ArjanMiddendorp,OnnoVanKooten,andErikLaboulbenne.IamalsoespeciallygratefulfortheassistancegiventomebyBr。

3、adWasson,TjerkFeenstra,PaulMiller,andHansLinschooteninthedevelopmentofthiswhitepaper.JeffDrakeITProcessConsultantHewlett-PackardConsultingPage2of37Copyright©2000allrightsreservedFilename:WhitePaper2.0.docJanuary2000ITSMReferenceModelWhitePaperVersion2.0TableofContentsINTRODUCTION.............................................................................................................................6THEIMPORTANCEOFPROCESSTOIT....................................................................。

4、.................9CONCERNING“ITREENGINEERING”.......................................................................................12TheRoleof“ProcessOwner”....................................................................................................13Transitions.................................................................................................................................14THEIMPORTANCEOFPROCESS-ENABLINGTECHNOLOGY...............................................16SUPPORTIN。

5、GE-SERVICESTHROUGHITSERVICEMANAGEMENT(ITSM)........................17TheNeedforaModel................................................................................................................18THEHPITSERVICEMANAGEMENTREFERENCEMODEL....................................................20BenefitsoftheModel.................................................................................................................21ModelContent................................................................。

6、...........................................................22FiveProcessGroups.............................................................................................................22THEITSMREFERENCEMODELPROCESSES.........................................................................24Business-ITAlignment...............................................................................................................25BusinessAssessment.......................................................。

7、.....................................................25CustomerManagement.........................................................................................................25ITStrategyDevelopment.......................................................................................................26ServiceDesignandManagement.............................................................................................26ServicePlanning..........................................................。

8、..........................................................26ServiceLevelManagement...................................................................................................27SecurityManagement............................................................................................................27AvailabilityManagement........................................................................................................28CapacityManagement...........................................。

9、................................................................28CostManagement.................................................................................................................29ServiceDevelopmentandDeployment.....................................................................................29BuildandTest........................................................................................................................29ReleasetoProduction..................................。

10、.........................................................................30OperationsBridge......................................................................................................................31OperationsManagement.......................................................................................................31IncidentManagement............................................................................................................31Page3of37Copyright©2000allrightsreser。