变更管理流程ITSS设计手册文档清单
本帖最后由monicazhang于2015-9-214:46编辑20150902淡然续上
目录1文档介绍...11.1文档简介...11.2文档用途...11.3文档结构...11.4术语...2ITSS考试2变更管理流程简介...42.1流程基本概念...42.2流程目的...42.3流程范围...42.4流程主要内容...52.5流程业务价值...6
3变更管理流程设计...73.1流程执行原则...73.1.1.流程常规原则...73.1.2.责任制原则...73.1.3.审批原则...73.1.4.通知原则...83.1.5.变更窗口原则...83.1.6.变更中断原则...93.1.7.回退原则...93.1.8.变更日历原则...93.2流程相关定义...103.2.1.变更信息项...103.2.2.变更工作单信息项...113.2.3.变更状态代码...123.2.4.变更类型...123.2.5.变更分类...133.2.6.变更优先级...163.2.7.变更目标时限...173.2.8.构建测试代码...173.2.9.变更结束代码...18ITSS认证3.3流程角色和职责定义...183.3.1.变更管理流程负责人...183.3.2.变更流程经理...193.3.3.变更请求者...203.3.4.变更审批者...213.3.5.变更主管...213.3.6.变更实施者...233.4流程概要设计...243.5流程详细设计...263.5.1.变更启动与记录...263.5.2.变更评估与审批...283.5.3.变更计划与排程...313.5.4.发布构建...333.5.5.发布实施...353.5.6.变更完成与关闭...373.6与其他流程的关系...393.7流程衡量指标及报表...40
4附录...434.1变更顾问委员会（CAB）...434.2变更发布信息记录单...44
图目录图3‑1某公司B2B变更管理流程概览.................................................................24图3‑2变更启动与记录...........................................................................................26图3‑3变更评估与审批...........................................................................................28图3‑4变更计划与排程...........................................................................................31图3‑5发布构建.....................................................................................................33图3‑6发布实施.....................................................................................................35图3‑7变更完成与关闭...........................................................................................37图3‑8某公司B2B服务管理流程关系图..............................................................39
表目录ITSS培训表3‑1变更审批路径................................................................................................7表3‑5变更状态代码..............................................................................................12表3‑7变更影响度..................................................................................................16表3‑8变更紧急度..................................................................................................16表3‑9变更优先级..................................................................................................17表3‑10变更目标实现............................................................................................17表3‑14变更管理KPI列表.....................................................................................40
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