综合IT管理

©2006IBMCorporationIBMCorporation•Presentationsubtitle:20ptArialRegular,tealR045|G182|B179Recommendedmaximumlength:2lines•Confidentiality/dateline:13ptArialRegular,whiteMaximumlength:1line•Informationseparatedbyverticalstrokes,withtwospacesoneitherside•Disclaimerinformationmayalsobeappearinthisarea.Placeflushleft,alignedatbottom,8-10ptArialRegular,white•IBMlogomustnotbemoved,addedto,oralteredinanyway.Indicationsingreen=LivecontentIndicationsinwhite=EditinmasterIndicationsinblue=LockedelementsIndicationsinblack=Optionalelements•Presentationtitle:28ptArialRegular,blackRecommendedmaximumlength:2lines•Groupname:17ptArialRegular,whiteMaximumlength:1line•Copyright:10ptArialRegular,white©2006IBMCorporationNOTFOREXTERNALUSENetcool综合IT服务管理解决方案©2006IBMCorporationIBMSoftwareGroup•IBMlogomustnotbemoved,addedto,oralteredinanyway.•Backgroundshouldnotbemodified.•Title/subtitle/confidentialityline:10ptArialRegular,whiteMaximumlength:1lineInformationseparatedbyverticalstrokes,withtwospacesoneitherside•Slideheading:28ptArialRegular,blueR120|G137|B251Maximumlength:2lines•Slidebody:18ptArialRegular,blackSquarebulletcolor:tealR045|G182|B179Recommendedmaximumtextlength:5principalpoints•Groupname:14ptArialRegular,whiteMaximumlength:1line•Copyright:10ptArialRegular,white©2006IBMCorporationOptionalslidenumber:10ptArialBold,whiteIndicationsingreen=LivecontentIndicationsinwhite=EditinmasterIndicationsinblue=LockedelementsIndicationsinblack=Optionalelements议题IBM总体解决方案简述工行网管系统的情况和相关产品监控管理相关产品介绍：服务管理/系统监控/应用监控/安全监控其他相关产品简介©2006IBMCorporationIBMSoftwareGroup•IBMlogomustnotbemoved,addedto,oralteredinanyway.•Backgroundshouldnotbemodified.•Title/subtitle/confidentialityline:10ptArialRegular,whiteMaximumlength:1lineInformationseparatedbyverticalstrokes,withtwospacesoneitherside•Slideheading:28ptArialRegular,blueR120|G137|B251Maximumlength:2lines•Slidebody:18ptArialRegular,blackSquarebulletcolor:tealR045|G182|B179Recommendedmaximumtextlength:5principalpoints•Groupname:14ptArialRegular,whiteMaximumlength:1line•Copyright:10ptArialRegular,white©2006IBMCorporationOptionalslidenumber:10ptArialBold,whiteIndicationsingreen=LivecontentIndicationsinwhite=EditinmasterIndicationsinblue=LockedelementsIndicationsinblack=OptionalelementsIBM服务管理解决方案流程管理服务管理平台集中运维管理IBM服务管理ITIL最佳实践IBMIT服务管理构想人互动高生产力流程基于最佳实践(ITIL)自动化可定制的信息标准化关联整合准确可信技术集成可视化基于角色©2006IBMCorporationIBMSoftwareGroup•IBMlogomustnotbemoved,addedto,oralteredinanyway.•Backgroundshouldnotbemodified.•Title/subtitle/confidentialityline:10ptArialRegular,whiteMaximumlength:1lineInformationseparatedbyverticalstrokes,withtwospacesoneitherside•Slideheading:28ptArialRegular,blueR120|G137|B251Maximumlength:2lines•Slidebody:18ptArialRegular,blackSquarebulletcolor:tealR045|G182|B179Recommendedmaximumtextlength:5principalpoints•Groupname:14ptArialRegular,whiteMaximumlength:1line•Copyright:10ptArialRegular,white©2006IBMCorporationOptionalslidenumber:10ptArialBold,whiteIndicationsingreen=LivecontentIndicationsinwhite=EditinmasterIndicationsinblue=LockedelementsIndicationsinblack=OptionalelementsGartnerIT成熟度模型应对主动•监控性能•分析趋势•设定阀值•预测问题•自动化管理•建立成熟的资源和变更管理流程•尽力管理•救火•资源管理•记录问题管理流程•报警和事件管理•监控可用性•定义服务•明确费用•设定合理目标•确保SLA服务水平•监控和报告服务•容量规划服务价值•IT和业务关系•不同级别的服务选择和相关价格•基于策略的配置•自服务工具•IT提升的业务流程•业务规划维护配置服务和客户管理业务管理Level1Level2Level3“利润”管理服务流程管理Level4无序•Ad-hoc•没有记录•无法预期•多个帮助台•很好的IT运维•被动用户电话通知Level0Source:Gartner©2006IBMCorporationIBMSoftwareGroup•IBMlogomustnotbemoved,addedto,oralteredinanyway.•Backgroundshouldnotbemodified.•Title/subtitle/confidentialityline:10ptArialRegular,whiteMaximumlength:1lineInformationseparatedbyverticalstrokes,withtwospacesoneitherside•Slideheading:28ptArialRegular,blueR120|G137|B251Maximumlength:2lines•Slidebody:18ptArialRegular,blackSquarebulletcolor:tealR045|G182|B179Recommendedmaximumtextlength:5principalpoints•Groupname:14ptArialRegular,whiteMaximumlength:1line•Copyright:10ptArialRegular,white©2006IBMCorporationOptionalslidenumber:10ptArialBold,whiteIndicationsingreen=LivecontentIndicationsinwhite=EditinmasterIndicationsinblue=LockedelementsIndicationsinblack=Optionalelements故障/问题管理变更管理版本管理其它……流程管理CMDB：IT和非-IT资源资源之间的关联服务管理总体架构：从服务视角规划IT服务管理的总体架构网络管理系统管理应用管理存储管理安全管理数据库管理中间件管理整合IT运维管理平台IT基础架构管理实时运行监控可控和自动化操作维护安全管理模型关系自动化流程的触发是否存在影响服务的工单闭环流程知识管理文档管理值班管理其它……配套系统调用©2006IBMCorporationIBMSoftwareGroup•IBMlogomustnotbemoved,addedto,oralteredinanyway.•Backgroundshouldnotbemodified.•Title/subtitle/confidentialityline:10ptArialRegular,whiteMaximumlength:1lineInformationseparatedbyverticalstrokes,withtwospacesoneitherside•Slideheading:28ptArialRegular,blueR120|G137|B251Maximumlength:2lines•Slidebody:18ptArialRegular,blackSquarebulletcolor:tealR045|G182|B179Recommendedmaximumtextlength:5principalpoints•Groupname:14ptArialRegular,whiteMaximumlength:1line•Copyright:10ptArialRegular,white©2006IBMCorporationOptionalslidenumber:10ptArialBold,whiteIndicationsingreen=LivecontentIndicationsinwhite=EditinmasterIndicationsinblue=LockedelementsIndicationsinblack=OptionalelementsIT服务管理框架的技术实现业务影响和关联分析（NetcoolOmni