HP IT服务管理模型参考

TheHPITServiceManagementReferenceModelWhitePaperPeople+Process+TechnologyBusiness-ITAlignmentServiceDevelopment&DeploymentServiceDesign&ManagementOperationsBridgeServiceDeliveryAssuranceJanuary2000ITSMReferenceModelWhitePaperVersion2.0AcknowledgementsThedevelopmentoftheHewlett-PackardITServiceManagementReferenceModelwasanaggressiveteameffort,involvingmanypeoplefromdifferentHPentitiesandcountriesduringtheproject,toomanytomentioneachandeveryonehere.Yet,certaincontributorsprovidedsuchvaluethattheymustbementionedbyname.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.IamalsoespeciallygratefulfortheassistancegiventomebyBradWasson,TjerkFeenstra,PaulMiller,andHansLinschooteninthedevelopmentofthiswhitepaper.JeffDrakeITProcessConsultantHewlett-PackardConsultingPage2of37Copyright©2000allrightsreservedFilename:WhitePaper2.0.docJanuary2000ITSMReferenceModelWhitePaperVersion2.0TableofContentsINTRODUCTION.............................................................................................................................6THEIMPORTANCEOFPROCESSTOIT.....................................................................................9CONCERNING“ITREENGINEERING”.......................................................................................12TheRoleof“ProcessOwner”....................................................................................................13Transitions.................................................................................................................................14THEIMPORTANCEOFPROCESS-ENABLINGTECHNOLOGY...............................................16SUPPORTINGE-SERVICESTHROUGHITSERVICEMANAGEMENT(ITSM)........................17TheNeedforaModel................................................................................................................18THEHPITSERVICEMANAGEMENTREFERENCEMODEL....................................................20BenefitsoftheModel.................................................................................................................21ModelContent...........................................................................................................................22FiveProcessGroups.............................................................................................................22THEITSMREFERENCEMODELPROCESSES.........................................................................24Business-ITAlignment...............................................................................................................25BusinessAssessment............................................................................................................25CustomerManagement.........................................................................................................25ITStrategyDevelopment.......................................................................................................26ServiceDesignandManagement.............................................................................................26ServicePlanning....................................................................................................................26ServiceLevelManagement...................................................................................................27SecurityManagement............................................................................................................27AvailabilityManagement........................................................................................................28CapacityManagement...........................................................................................................28CostManagement.................................................................................................................29ServiceDevelopmentandDeployment.....................................................................................29BuildandTest........................................................................................................................29ReleasetoProduction...........................................................................................................30OperationsBridge......................................................................................................................31OperationsManagement.......................................................................................................31IncidentManagement............................................................................................................31Page3of37Copyright©2000allrightsreser