ITSS变更流程指南文档清单
本帖最后由monicazhang于2015-8-2911:26编辑20150829淡然续上
目录
1介绍....................................................................................................................................................61.1基本概念...................................................................................................................................61.2用途和目标................................................................................................................................71.3范围.........................................................................................................................................71.4对组织的效益............................................................................................................................71.5流程运行的前提和时机...............................................................................................................81.6流程的远景及路线图...................................................................................................................81.7参考材料.................................................................................................................................11ITSS考试2流程详细说明....................................................................................................................................112.1指导方针.................................................................................................................................112.2流程关系图..............................................................................................................................142.3变更管理总图...........................................................................................................................152.3.1变更登记与分类.......................................................................................................................172.3.2变更风险与影响评估.................................................................................................................232.3.3变更审批.................................................................................................................................262.3.4变更日程安排...........................................................................................................................282.3.5变更开发测试与确认.................................................................................................................292.3.6协调变更实施...........................................................................................................................312.3.7变更实施后回顾.......................................................................................................................332.3.8紧急变更处理...........................................................................................................................352.3.9标准变更处理...........................................................................................................................372.3.10变更回退.................................................................................................................................392.4流程质量控制...........................................................................................................................402.4.1考核指标.................................................................................................................................412.4.2评估与改进流程.......................................................................................................................422.4.3升级上报管理...........................................................................................................................43
3流程支持技术....................................................................................................................................443.1变更管理流程的功能需求..........................................................................................................443.2可选技术平台列表....................................................................................................................453.3相关流程的功能需求.................................................................................................................453.3.1CMDB数据录入查询工具(配置管理)..........................................................................................453.3.2CMDB查询工具(配置管理)........................................................................................................453.3.3知识库系统(运维管理)..............................................................................................................45ITSS认证4流程角色和职责.................................................................................................................................454.1变更流程主管...........................................................................................................................454.2变更管理流程执行负责人..........................................................................................................464.3变更经理.................................................................................................................................464.4变更协调员..............................................................................................................................484.5变更提交人..............................................................................................................................484.6变更主管.................................................................................................................................494.7变更管理委员会(CAB)..............................................................................................................494.8紧急变更管理委员会(ECAB)......................................................................................................504.9相关的其他角色.......................................................................................................................514.10RACI表..................................................................................................................................514.10.1RACI表格简缩用语..................................................................................................................524.10.2RACI表格...............................................................................................................................52ITSS培训5附录（表格、模板）.........................................................................................................................555.1管理模板.................................................................................................................................555.1.1变更请求模板...........................................................................................................................565.1.2变更纪录模板...........................................................................................................................565.1.3CAB会议记录..........................................................................................................................565.1.4标准变更模式模板....................................................................................................................565.1.5预定变更（ForwardScheduleofChange）模板.........................................................................565.2状态定义参考...........................................................................................................................56
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