[第五章服务技术文档.ppt

* HP template * The HP IT service management definition is built on the IT Infrastructure Library (ITIL) definition which mainly focuses on delivering quality IT services. This is represented in the lower part of the definition on the slide. The HP definition adds several elements that bring the ITIL definition to a higher next level. These elements include IT transformation, business-driven, continuous business alignment and agility. IT transformation means that we bring IT to a next evolutionary level rather than IT reengineering which is often read as: doing it all over“. In addition IT transformation is not just about reactive approaches to managing IT but also incorporates pro-active (in fact predictive) approaches to managing and controlling IT to bring into alignment supply and demand based upon alignment of IT with business driven requirements. While HP is known for its technical capabilities, IT transformation for HP also means addressing the human aspects, including topics like organizational development, management of change, interim management and coaching. For HP this provides growing opportunities that are becoming increasingly important, if not critical for successful IT service management implementations. HP IT service management also implies that an IT organization moves away from the inward looking, technology driven approach and become a competitive business that manages cost, quality, agility, and risk during the complete IT services lifecycle. As change has become a constant factor, this also means that continuous alignment with the business context of the IT organization needs to take place, as part of an adaptive enterprise. This definition also refers to service levels and service quality which uses metrics in areas such as security, continuity, availability, performance, and capacity. Service agility links to the adaptive enterprise message and is measured by time, range, and ease. Of course any business needs to balance the service co