配置管理ITSS流程指南文档清单
本帖最后由monicazhang于2015-8-2816:47编辑20150828淡然
目录
1介绍....................................................................................................................................................61.1基本概念...................................................................................................................................61.2用途和目标................................................................................................................................81.3范围.........................................................................................................................................81.4对组织的效益............................................................................................................................91.5流程运行的前提和时机..............................................................................................................101.5.1ITSM氛围的创建.....................................................................................................................101.5.2其它流程的搭建.......................................................................................................................101.6流程的远景..............................................................................................................................101.6.1管理工具是配置管理流程发挥效益的必要条件.............................................................................101.6.2遵循循序渐进的阶段方式..........................................................................................................111.7参考材料.................................................................................................................................11ITSS考试2流程详细说明....................................................................................................................................122.1指导原则.................................................................................................................................122.2流程关系图..............................................................................................................................132.3流程执行.................................................................................................................................152.3.1流程总图和说明.......................................................................................................................162.3.2配置管理策略制定....................................................................................................................172.3.3CI的鉴别和标记.......................................................................................................................182.3.4提供信息和报告.......................................................................................................................192.3.5CMDB更新控制.......................................................................................................................202.3.6监控........................................................................................................................................212.3.7CMDB审计.............................................................................................................................222.3.8报告........................................................................................................................................232.3.9流程回顾与改进.......................................................................................................................232.4配置管理数据库的概念设计.......................................................................................................232.4.1CMDB范围与CI层次定义的原则...............................................................................................232.4.2配置项的分类和属性表..............................................................................................................232.4.3配置元素状态参考....................................................................................................................272.5流程质量控制...........................................................................................................................282.5.1报告机制.................................................................................................................................282.5.2流程的考核指标.......................................................................................................................292.5.3流程评估与改进.......................................................................................................................302.5.4升级上报管理...........................................................................................................................31ITSS认证3流程角色和职责.................................................................................................................................313.1流程角色.................................................................................................................................313.1.1配置管理流程主管....................................................................................................................313.1.2配置管理流程执行负责人..........................................................................................................323.1.3配置经理.................................................................................................................................333.1.4配置管理员..............................................................................................................................333.2RACI矩阵...............................................................................................................................34ITSS培训4流程支持技术....................................................................................................................................364.1配置管理流程功能需求..............................................................................................................364.2可选技术平台列表....................................................................................................................37附录A（表格、模板）........................................................................................................................37A.1报告模板.......................................................................................................................................37
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