Furthermore, process model integration, reuse and exchange still remains a challenge in IT Service Support process development area. In this context, an ITIL-based IT Service Support Process metamodel was presented in this paper. The metamodel extends Business Process Definition Metamodel (BPDM) ...
可关于如何建立比较明确的Service Model,在ITIL V2版本的核心出版物中,是没有提及的,或者说没有形成比较直观的图文。但在荷兰专家Jan van Bon主编的《IT Service Management, an introduction based on ITIL》一书中,建立过比较明确的Service Model。而在2007年V3的推出的核心出版物中(Service Design的3.6.4,即...
Service profit chain 服务利润链 Service provider 服务提供商 Service provision 服务提供 Service Quality Plan (SQP) 服务质量计划(SQP)Service request 服务请求 Service support 服务支持 Service window 服务时段 Serviceability 可服务性 Severity code 程度代码 Signature 签名 Single Point Of Contact (SPOC) 统一...
自从ITIL出现后,其它公司和组织开发的IT管理“最佳实践”大部分都明确宣称其是遵循ITIL的,包括惠普公司的“IT服务管理参考模型”(The IT Service Management Reference Model)和微软公司的“管理运营框架”(Management Operations Framework),以及IBM的IT服务管理方法。IBM在70年代晚期开发了“IT流程模型(IT Process Model...
service and their relationships: how they interact, relate, and depend on each other to create value for customers and users. This includes information about dependencies between services. This high-level view is often called a service map or service model, and forms part of the service ...
ITIL的中级考试有一门称为CDS,CDS的全称是Create, Deliver and Support。该模块秉承精益价值流分析的宏远理想,具体诠释ITIL 4所倡导的运营模型(Operating Model),即服务价值链(Service Value Chain)是如何落地的。 我们都知道如果一个组织按照精益思想去改造它,毕竟会涉及内部文化的转变、组织架构的调整以及角色权力的...
ITIL 的第二版发布于 1989 年,这个版本的核心书籍有两本:ITIL 服务支持(Service Support) 和 ITIL 服务交付(Service Delivery)。在 2007 年,ITIL 的流程模块得以进一步的增加和修改, ITIL 的第三版也随之产生。 不过由于 ITIL V3 是最近三年才刚刚推出的,许多公司还使用 ITIL V2 的理论来指导他们目前的服 务...
“HPITserviceManagementReferenceModel”…建立在惠普的服务管理与流程的经验,以及ITIL和最佳实践基础之上…“相关的工具和框架受ITIL影响的工具HPOpenview26ITIL的管理者OGCitSMFISEBEXIN咨询公司/培训机构拥有运营认证考试教育培训ITIL的管理者OGCitSMFISEBEXIN咨询公司/培27培训目录ITSM/ITIL简介ITIL:ServiceSupportITIL:...
Integrated multifunctional global business services, which extends the global business services model across multiple corporate service providers, with end-to-end global process ownership and accountability. (In essence, IT, HR, finance, etc., would operate as a single entity, with common tools, proc...
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