W161-为IT4IT定义IT服务

Defining“ITService”fortheIT4IT™ReferenceArchitectureAWhitePaperby:CharlieBetz,ArmstrongProcessGroupKeithJahn,HewlettPackardEnterpriseFebruary2016Defining“ITService”fortheIT4IT™ReferenceArchitecture©2016,TheOpenGroupTheOpenGroupherebyauthorizesyoutousethisdocumentforanypurpose,PROVIDEDTHATanycopyofthisdocument,oranypartthereof,whichyoumakeshallretainallcopyrightandotherproprietarynoticescontainedherein.Thisdocumentmaycontainotherproprietarynoticesandcopyrightinformation.Nothingcontainedhereinshallbeconstruedasconferringbyimplication,estoppel,orotherwiseanylicenseorrightunderanypatentortrademarkofTheOpenGrouporanythirdparty.Exceptasexpresslyprovidedabove,nothingcontainedhereinshallbeconstruedasconferringanylicenseorrightunderanycopyrightofTheOpenGroup.Notethatanyproduct,process,ortechnologyinthisdocumentmaybethesubjectofotherintellectualpropertyrightsreservedbyTheOpenGroup,andmaynotbelicensedhereunder.ThisdocumentisprovidedASISWITHOUTWARRANTYOFANYKIND,EITHEREXPRESSEDORIMPLIED,INCLUDING,BUTNOTLIMITEDTO,THEIMPLIEDWARRANTIESOFMERCHANTABILITY,FITNESSFORAPARTICULARPURPOSE,ORNON-INFRINGEMENT.Somejurisdictionsdonotallowtheexclusionofimpliedwarranties,sotheaboveexclusionmaynotapplytoyou.AnypublicationofTheOpenGroupmayincludetechnicalinaccuraciesortypographicalerrors.Changesmaybeperiodicallymadetothesepublications;thesechangeswillbeincorporatedinneweditionsofthesepublications.TheOpenGroupmaymakeimprovementsand/orchangesintheproductsand/ortheprogramsdescribedinthesepublicationsatanytimewithoutnotice.Shouldanyviewerofthisdocumentrespondwithinformationincludingfeedbackdata,suchasquestions,comments,suggestions,orthelikeregardingthecontentofthisdocument,suchinformationshallbedeemedtobenon-confidentialandTheOpenGroupshallhavenoobligationofanykindwithrespecttosuchinformationandshallbefreetoreproduce,use,disclose,anddistributetheinformationtootherswithoutlimitation.Further,TheOpenGroupshallbefreetouseanyideas,concepts,know-how,ortechniquescontainedinsuchinformationforanypurposewhatsoeverincludingbutnotlimitedtodeveloping,manufacturing,andmarketingproductsincorporatingsuchinformation.IfyoudidnotobtainthiscopythroughTheOpenGroup,itmaynotbethelatestversion.Foryourconvenience,thelatestversionofthispublicationmaybedownloadedat®,DirecNet®,MakingStandardsWork®,OpenPegasus®,TheOpenGroup®,TOGAF®,UNIX®,UNIXWARE®,X/Open®,andtheOpenBrandX®logoareregisteredtrademarksandBoundarylessInformationFlow™,BuildwithIntegrityBuywithConfidence™,DependabilityThroughAssuredness™,FACE™,theFACE™logo,IT4IT™,theIT4IT™logo,O-DEF™,OpenFAIR™,OpenPlatform3.0™,OpenTrustedTechnologyProvider™,Platform3.0™,andtheOpenO™logoandTheOpenGroupCertificationlogo(OpenOandcheck™)aretrademarksofTheOpenGroup.AmazonEC2™isatrademarkofAmazon.comInc.oritsaffiliatesintheUnitedStatesand/orothercountries.Flickr®andYahoo!®areregisteredtrademarksofYahoo!Inc.ITIL®isaregisteredtrademarkofAXELOSLimited.LinkedIn®isaregisteredtrademarkofLinkedInCorporation.Office365™isatrademarkandActiveDirectory®,Lync®,Microsoft®,andOutlook®areregisteredtrademarksofMicrosoftCorporationintheUnitedStatesand/orothercountries.Oracle®isaregisteredtrademarkofOracleCorporationand/oritsaffiliates.TripIt®andConcur®areregisteredtrademarksofConcurTechnologies,Inc.Vimeo®isaregisteredtrademarkofVimeo.Webex®isaregisteredtrademarkofCicsointheUnitedStatesandcertainothercountries.Workday™isatrademarkofWorkdayInc.Youtube™isatrademarkandGoogle®isaregisteredtrademarkofGoogleInc.Allotherbrands,company,andproductnamesareusedforidentificationpurposesonlyandmaybetrademarksthatarethesolepropertyoftheirrespectiveowners.Defining“ITService”fortheIT4IT™ReferenceArchitectureDocumentNo.:W161PublishedbyTheOpenGroup,February2016.Anycommentsrelatingtothematerialcontainedinthisdocumentmaybesubmittedto:TheOpenGroup,44MontgomerySt.#960,SanFrancisco,CA94104,USAorbyemailto:[e-mail]“ITService”fortheIT4IT™ReferenceArchitecture:ITServicePerformance/InteractionPatterns........15Human-to-Human(H2H).......................................................................15Human-to-Machine(H2M).....................................................................15Machine-to-Machine(M2M)..................................................................15AppendixC:ITServiceOfferCategories.................................17AppendixD:ITServiceSystems..............................................19AppendixE:ApplicationversusService...................................21Appendix