IT服务支持体系发展白皮书

IT1.2.1[2008.09.03]121.31.1.IT31.2.31.3.IT31.4.ITITIL31.5.IT32.52.1.ITIL52.2.52.3.52.4.52.5.52.6.52.7.52.8.62.9.63.73.1.7ITi3.2.73.374.84.1.84.2.84.2.1.84.2.2.84.2.3.95.105.1.105.2.105.2.1.105.2.2.105.3.106.116.1.116.2.116.3.117.127.1.128.KPI138.1.138.2.KPI138.2.1.KPI138.2.2.KPI13ITii8.2.3.KPI13ITiii“”ITILITILIT“——————”“”ITIT2008719IT1ITIL“”1IT21·GeoragePatton1.“211”“985”ITITITITITIT“”ITIL“”200610ITIL“”“”ITITILV3ITILV2ITILV31.1.ITITITIT“”“”ITIT100%ITIT,SLAITILV3IT1.2.IT——“”ITITITIT1.3.ITIT1.4.ITITILITITILV2ITILITIT“”ITILV2ITITITIT1.5.IT200610——200612ITILITIL“”“”ITILIT20071——20079ITIT3200710——20089ITKPI200810——20099ITKPI200910——20109ITILV2ITILV3ISMSIT42.ITITIL2.1.ITILITILInformationTechnologyInfrastructureLibraryITBestpracticesITILITIT2“ITILITchecklisttasksproceduresresponsibilities”3ITILV12080CCTAITILV22090OGCITBS150002005ISO200002007530OGCITILV3ITILV2IT82.2.ITILV2ITIT2.3.ITILV22.4.ITILV32.5.ITILV3ServiceStrategyITIT2.6.ITILV3ServiceDesignITIT2.7.ITILV3ServiceTransitionIT52()JanvanBon,IT1pp.12.8.ITILV3ServiceOperation2.9.ContinualServiceImprovement—CSIITSMCSIIT63.IT“”IT3.1.IT——“”ITITITITITIT3.2.IT——IT3.3ITIT“”RequestIncidentICT“”IT74.4.1.ITITWebVIP4.2.“”4.2.1.ITIT4.2.2.ITITITITILCTIIT84.2.3.KPIKPI“”IT95.ITITILV2/ITILV35.1.ITILITITIT“”“”ITITIT“”“——————————”5.2.——5.2.1.IPSMS5.2.2.5.3.ITFAQITCMSIT106.“IT”4IncidentEvent6.1.SLAITITIT6.2.5ITITIL“——————————”6.3.FAQIT114()JanvanBon,IT4pp.375()JanvanBon,IT4pp.437.7.1.“”6IT“”IT126()JanvanBon,IT5pp.578.KPI8.1.KPIIT“”7KPIKPI8.2.KPIKPIIT8.2.1.KPIKPI8.2.2.KPIKPISLASLA8.2.3.KPIKPIIT137()JanvanBon,IT2ITpp.14