微店銷售電子文件e078-itil課件之服務(wù)運營

創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-(ITIL2011FoundationPMP、ITIL：ITIL共享資料：ht PMP共享資料：ht 創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-（Module6Service創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-服務(wù)運營（ServiceServiceOperationprinciples（服務(wù)運營原理ServiceOperationEventManagement—ManagementRequestFulfillment—ProblemAccessManagement—OrganizingforService創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-服務(wù)運營的目的如果日常運營（daytoday）不能被很好地創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-（AchievingbalanceinServiceOperation穩(wěn)定性VS響應(yīng)機制（Stabilityversus這意味著服務(wù)運營需要保證IT基礎(chǔ)架構(gòu)是穩(wěn)定的和可用的（）。同時，服務(wù)運營也需要認(rèn)識到業(yè)務(wù)和IT需求是變化的服務(wù)質(zhì)量VS服務(wù)成本（QualityofserviceversuscostofVS主動（Reactiveversusproactive）一個的組織在沒有外部因素驅(qū)動的情況下不做任何事情創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-控制臺管理（Console工作時間表（Job備份和恢復(fù)（Backupand其他運營活動（OtherOperational主機管理（Mainframe服務(wù)器管理和支持（ServerManagementand網(wǎng)絡(luò)管理（Network和歸檔（Storageand數(shù)據(jù)庫管理（Database服務(wù)管理（DirectoryService桌面管理（Desktop創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-服務(wù)運營（ServiceServiceOperationServiceOperationManagementRequestProblemAccessOrganizingforService創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-基本概念（Basic“”也被用來表示一個（Alert）或通知（故障”（s）。創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-目標(biāo) 管理（EventManagement）負責(zé)檢測 如果這些代表運營的信息（Information）以及警告（warning）和例外（exception），它們就作為日常自動化運營活動的基礎(chǔ)。例如，在的設(shè)備上去執(zhí)行一個，或者提交一個處理工單。創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-管理舉例（TivoliMonitoredUnix,DB2,Oracle,IP,SNA,MQ,WAS,Mail創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-管理舉例（TivoliTivoli架創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-ServiceServiceOperationServiceOperationEventManagement（故障管理RequestProblemAccessOrganizingforService創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-基本概念（BasicConcepts-故障（故障管理（創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-基本概念（BasicConcepts-影響緊急度業(yè)務(wù)可以接受的解決時間的拖延程優(yōu)先級 創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-關(guān)鍵活動（Keyactivities-故障升級（職能性升級（Functional管理（權(quán)利）性升級（Hierarchicalescalation） ，那么適當(dāng)級別的IT經(jīng)理必須要通知到。如果故創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-關(guān)鍵活動（Keyactivities-故障關(guān)閉 （Usersatisfaction 正式關(guān)閉（Formal重新打開故障的規(guī)則（Rulesforre- 創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-

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ChangetheSeverity CloseClose創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-ServiceServiceOperationServiceOperationEventProblemAccessOrganizingforService創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-范圍創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-服務(wù)請求舉創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-服務(wù)運營（ServiceServiceOperationServiceOperationEventRequestAccessOrganizingforService創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-目標(biāo)防止故障的再次發(fā)生，如果不能故障的復(fù)創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-基本概念（Basic問題一個或多個故障的（根本）原已知錯誤（Known一個找到了根本原因，并給出變通方案或永久解決方案的問題已知錯誤數(shù)據(jù)庫（KnownErrorDataBase-創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-EveryProblem(Issue)isanEveryorganizationhaslarge,medium,andsmallissues,butmanyorganizationsfailtodevelopaprocesstocapturethematallthreelevels.TypicalCompaniesOnlyCaptureaSmallPortionofthe創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-TheToyotaProblemSolving界定問題（DevelopaThoroughUnderstandingoftheSituationDefinethe根源問題分析（CompleteaThoroughRoot 考慮可選擇的方案（ConsiderAlternativeSolutionsWhileBuildingNo.ofPercentageof創(chuàng)新No.ofPercentageofInnovation,Honesty,Diligence,Win-6DefectNo.No.ofPercentageof創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-服務(wù)運營（ServiceServiceOperationServiceOperationEventRequestProblemAccess 管理OrganizingforService創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-目標(biāo)和范圍（Goaland?管理為用戶提供使用一個或一組服務(wù)的權(quán)?管理保證用戶有權(quán)去使用一個服務(wù)，但它創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-?請求（Requesting人力資源系統(tǒng)創(chuàng)建了一個標(biāo)準(zhǔn)的請一個服務(wù)請求經(jīng)過請求履行系統(tǒng)提驗證驗證請求的用戶驗證服務(wù)的請求是合法創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-監(jiān)視的狀態(tài)（Monitoringidentity工作改變（Job升職或降職（Promotionsor辭職或（Resignationor退休記錄和（Loggingandtracking刪除或限制權(quán)利（Removingorrestricting創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-ServiceServiceOperationServiceOperationEvent–RequestProblemAccessOrganizingforServiceOperation（服務(wù)運營組織創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-服務(wù)臺（Service技術(shù)管理（TechnicalIT運營管理（ITOperationManagement應(yīng)用程序管理（ApplicationManagement創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-本地服務(wù)臺（LocalService創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-集中式服務(wù)臺（CentralizedService創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-（ServiceDeskorganizationalstructure-創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-（ServiceDeskorganizationalstructure-向日葵/日不落服務(wù)臺（FollowThe創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-一線解決率（thepercentageofcallsresolvedatfirst解決一個故障的平均時間（Averagetimetoresolve>升級一個故障的平均時間（Averagetimetoescalate> 的平均服務(wù)臺成本（AverageServiceDeskcostofhandlingan 客戶或用戶在SLA（Percentageofcustomeroruserupdatesconductedwithintargettimes,asdefinedinSLAtargets） 的平均時間（Averagetimetoreviewandclosearesolvedcall）創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-經(jīng)驗共享：設(shè)立服務(wù)臺的必要…創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-經(jīng)驗共享：服務(wù)臺人員所需要 創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-經(jīng)驗共享：服務(wù)臺管理人員的職責(zé) 創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-（TechnicalManagement創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-（TechnicalManagement主機團隊或部門（Mainframeteamor服務(wù)器團隊或部門（Serverteamor團隊或部門（Storageteamor網(wǎng)絡(luò)支持團隊或部門（NetworkSupportteamor桌面團隊或部門（Desktopteamor數(shù)據(jù)庫團隊或部門（Databaseteamor中間件團隊或部門（Middlewareteamor服務(wù)團隊或部門（DirectoryServicesteamorInternet或Web團隊或部門（InternetorWebteamor消息團隊或部門（Messagingteamor創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-（ITOperationsManagementObjectivesand運營控制（ITOperationsControl）包括IT基礎(chǔ)設(shè) 設(shè)備（設(shè)施）管理（FacilitiesManagement）包括數(shù)創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-（ITOperationsManagement倒班安排和報告（ShiftSchedulesand創(chuàng)新誠信勤奮Innovation,Honesty,Diligence,Win-（Application目標(biāo) 創(chuàng)新誠信勤奮Innovation,Honest