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| 资料名称： HP的IT服务管理模型(pdf37) pdf 格式 |
| 资料编号: |
12_39992 |
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| 资料类型： |
实用技能 |
| 资料格式: |
pdf 格式 |
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| 资料大小： |
433 KB |
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| 资料语言： |
简体中文 |
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15 分
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| ∷资料简介∷ |
| the development of the hewlett-packard it service management reference model was an aggressive team effort, involving many people from different hp entities and countries during the project, too many to mention each and every one here. yet, certain contributors provided such value that they must be mentioned by name. it is with great pride that i call them my peers. special thanks to yvonne bentley and dorene matney. additional key contributors were bert van barneveld, paul ham, colin henderson, peter kane, joe kouba, karen klukiewicz, paul miller, jens ritter, jeff swann, mark taguma, ron tarver, georg bock, tjerk feenstra, karl tomlinson, steve lochner, monica hasegawa, steve helper, christian de ryss, larry hicks, masashi fujita, gavin runnalls, arjan middendorp, onno van kooten, and erik laboulbenne. i am also especially grateful for the assistance given to me by brad wasson, tjerk feenstra, paul miller, and hans linschooten in the development of this white paper. jeff drake it process consultant hewlett-packard consultingintroduction............................................................................................................................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...... |
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