问题管理流程设计需求文档清档---ITSS
本帖最后由monicazhang于2015-8-2814:58编辑20150829淡然
目录
1介绍....................................................................................................................................................51.1基本概念...................................................................................................................................51.2用途和目标................................................................................................................................61.3范围.........................................................................................................................................61.4对组织的效益............................................................................................................................71.5流程运行的前提和时机...............................................................................................................71.6流程的远景................................................................................................................................8ITSS考试2流程详细说明......................................................................................................................................92.1指导原则...................................................................................................................................92.2流程关系图..............................................................................................................................112.3流程执行框架...........................................................................................................................122.4流程主要考核指标....................................................................................................................15
3流程角色和职责.................................................................................................................................163.1问题管理流程执行负责人..........................................................................................................173.2问题经理.................................................................................................................................173.3问题分析员..............................................................................................................................183.4相关的其他角色.......................................................................................................................18ITSS认证4流程支持技术....................................................................................................................................184.1问题管理流程的功能需求..........................................................................................................194.2可选工具.................................................................................................................................204.3相关流程的功能需求.................................................................................................................204.3.1CMDB数据录入查询工具(配置管理)..........................................................................................204.3.2CMDB查询工具(配置管理)........................................................................................................204.3.3服务指标采集和展现工具(运维管理)...........................................................................................20ITSS培训5现有流程的改进建议..........................................................................................................................205.1某公司IT问题管理的现状............................................................................................................205.2问题管理改进建议....................................................................................................................22
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