A brief introduction to IT services
AUTHOR： http://wwww.shduanna.com.cn
TIME： 2018-3-28 17:19:30
1.1 IT service management project implementation background
1.1.1 what is IT service management
As a new field, IT service management has attracted more and more attention, and there are many definitions in the process of its development. Gaertner, an authoritative research institution in the field of IT, thinks that IT service management is a set of collaborative processes that ensure IT service quality through service level agreement (SLA). It integrates system management, network management, system development and management.
As well as the theory and practice of many processes, such as management activities, change management, asset management, problem management, and so on. IT service management in the field of international authoritative organizations IT Service Management Forum (itSMF) believes that IT service management is a method to process oriented, customer-centric, through integration of IT and business services, improve the ability and level of enterprise IT service delivery and service support. After years of development and research of IT service management, ISO20000 international standard for IT service management provides a concise definition of IT service management is the management of services to meet the business requirements, the concept of direct clear IT service management goal is to meet the business requirements, and service management content fell thirteen a process and management of its definition. At the same time, ISO20000 encourages the adoption of a comprehensive process method to meet the business and customer requirements when delivering managed services.
Why does 1.1.2 implement IT service management based on ISO20000 standards
With the development of market competition and e-commerce in the world, enterprises must continuously and quickly to the business management and business transformation, a large part of more and more dependent on its IT system to provide customers with satisfactory service, because of this, a robust and flexible IT the solution is crucial for these enterprises. Of course, such solutions should, of course, satisfy the business needs of enterprises, but equally important, they should be easy to manage, otherwise their support for business cannot be guaranteed. Therefore, the investment to improve the efficiency and effectiveness of service management is not dispensable. On the contrary, it provides a solid and reliable foundation for the successful operation of business. In order to achieve high quality service management, we can draw on the use of the practice proved to be effective service management "best practice". Based on the implementation of the ITIL series guidelines developed by the Ministry of Commerce and the implementation of the national standard BS15000 implemented in the UK, these practices eventually form the ISO20000 international standard. Therefore, the implementation of IT service management based on ISO20000 is a reliable and solid foundation.
1.2 ISO/IEC20000:2005 brief introduction
ISO20000 is built on the basis of ITIL best practices and BS15000 British standard system. It was the first authoritative IT service management system standard released by ISO in December 2005. This set of system specifications adhering to the "customer-centric process oriented" service concept, designed to help organizations to identify key process management and IT service management effectively, ensure to meet customer and business needs at the same time, in accordance with recognized "P-D-C-A" methodology, give full play to the ability of IT service improvement finally, to get the maximum profit enterprise value with the minimum cost objective.
ISO20000 system mainly consists of two chapters, the first chapter is the IT service management standards, including 5 process groups, respectively, provide services for covering the process and distribution process, solving process, relational process, process control and process of the 13 service management processes, and system management responsibilities, documentation requirements and ability, awareness and training together as reference standard system certification. The second chapter is the implementation guide of IT service management, which provides reference for the implementation process of system authentication.
The scope of the main coverage of the 1.3 ISO20000 system specification
The scope of ISO20000 mainly includes four aspects:
Management responsibilities, mainly including management responsibilities, document requirements and ability, awareness and training of the three major modules;
The plan and implementation of service management mainly include the four core process modules of "P-D-C-A".
The plan and implementation of new or changed services is mainly for the process management of new or changed services.
The service management process is mainly composed of five core process groups, which are service delivery process, relationship process, solution process, control process and release process.
Two. The necessity of obtaining ISO20000 certification
ISO20000 is not only the first set of IT service management system standards in the world, but also has certain authority and popularity in the field of IT services based on ITIL best practices and PDCA methodology system principles. To standardize its service management process through system standard, it can help IT managers to break through technological thinking and use process management ideas to promote integration of IT and business. It is this that makes ISO20000 certification all over the world.
2.1 help the implementation of the ISO20000 certification system
Arrange the form and content of the service report, and ensure that the status of IT service is transparent to the customer.
A clear definition of the service level that can manage the customer's expectations;
According to the service level, the performance indicators of service providers at various levels can be developed.
Clear definition of internal process, clear responsibility and authority, improve internal efficiency and improve customer satisfaction.
Standardize the management of suppliers and ensure the consistency of service level (level).
Through the identification of security risk, the adoption of control measures and methods to achieve a reliable security management;
Through implementation
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