HPIT服务管理模型参考(pdf 37页)(英文)

FIGURE 1: THE RELATIONSHIP BETWEEN E-COMMERCE, E-BUSINESS AND E-SERVICES........................6
FIGURE 2: REENGINEERING – A BRIDGE BETWEEN PROCESS AND PEOPLE........................................12
FIGURE 3: PROCESS MANAGEMENT CHARACTERISTICS.....................................................................12
FIGURE 4: NEW SKILL DEVELOPMENT AND ATTITUDE TRANSITION......................................................14
FIGURE 5: THE ITSM REFERENCE MODEL PROCESS GROUPS..........................................................22
FIGURE 6: THE REFERENCE MODEL PROCESSES..............................................................................24
INTRODUCTION............................................................................................................................6
THE IMPORTANCE OF PROCESS TO IT.....................................................................................9
CONCERNING “IT REENGINEERING”.......................................................................................12
The Role of “Process Owner”....................................................................................................13
Transitions................................................................................................................................14
THE IMPORTANCE OF PROCESS-ENABLING TECHNOLOGY...............................................16
SUPPORTING E-SERVICES THROUGH IT SERVICE MANAGEMENT (ITSM)........................17
The Need for a Model................................................................................................................18
THE HP IT SERVICE MANAGEMENT REFERENCE MODEL....................................................20
Benefits of the Model.................................................................................................................21
Model Content..........................................................................................................................22
Five Process Groups.............................................................................................................22
THE ITSM REFERENCE MODEL PROCESSES.........................................................................24
Business-IT Alignment...............................................................................................................25
Business Assessment............................................................................................................25
Customer Management.........................................................................................................25
IT Strategy Development.......................................................................................................26
Service Design and Management.............................................................................................26
Service Planning....................................................................................................................26
Service Level Management...................................................................................................27
Security Management............................................................................................................27
Availability Management........................................................................................................28
Capacity Management...........................................................................................................28
Cost Management.................................................................................................................29
Service Development and Deployment.....................................................................................29
Build and Test........................................................................................................................29
Release to Production...........................................................................................................30
Operations Bridge......................................................................................................................31
Operations Management.......................................................................................................31
Incident Management............................................................................................................31
Problem Management...........................................................................................................32
Service Delivery Assurance.......................................................................................................32
Change Management............................................................................................................32
Configuration Management...................................................................................................33
SO WHERE DO YOU START?.....................................................................................................34
Scenario 1: My Help Desk is Broken!........................................................................................34
Scenario 2: My Customers are Asking Us to Write SLAs!.........................................................34
Scenario 3: We Need Better Control of our Production Environment!......................................35
The Bottom Line........................................................................................................................36

This white paper describes the HP IT Service Management Reference Model. This model is a significant tool proven to be useful in presenting and describing the many IT Management processes, inter-process relationships, and business linkages IT needs to put in place for the successful development, deployment and support of services in the e-world. As we enter the new millennium, corporate IT organizations are once again being forced to deal with another challenge: "e-everything" - brought about by the emergence of new technology, the pervasiveness of the Internet, and an ever-increasing competitive marketplace.
E-commerce,1 e-business2 and e-services3 are already making fundamental changes to the way businesses are created and operated and to how we live and work. The following diagram shows

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