20151112淡然

目录

1目标....................................................................................................................................................5ITSS培训

2流程范围.............................................................................................................................................5

3流程主要内容......................................................................................................................................6

4流程执行原则......................................................................................................................................7

4.1常规原则...................................................................................................................................7

4.2流程关联原则............................................................................................................................7

4.3变更实施记录原则......................................................................................................................7

4.4变更分类执行原则......................................................................................................................7

4.5审批上报原则............................................................................................................................8

4.6所有权原则................................................................................................................................8

4.7变更通知原则............................................................................................................................8

4.8紧急变更处理原则......................................................................................................................8

4.9变更测试原则............................................................................................................................8

4.10变更文档控制原则......................................................................................................................9

ITSS认证

5流程详述.............................................................................................................................................9

5.1变更管理概要流程......................................................................................................................9

5.2紧急变更子流程.......................................................................................................................11

5.3变更管理流程详细设计..............................................................................................................12

5.4变更状态迁移图.......................................................................................................................22

6关键角色、职责定义..........................................................................................................................24

6.1变更请求者..............................................................................................................................24

6.2变更主管.................................................................................................................................25

6.3变更经理.................................................................................................................................25

6.4变更委员会CAB、紧急变更委员会ECAB...................................................................................26

6.5变更实施人员...........................................................................................................................27

6.6流程角色和人员对应表..............................................................................................................27

6.7流程活动矩阵表.......................................................................................................................27

7流程相关定义....................................................................................................................................28

7.1变更信息项..............................................................................................................................28

7.2变更来源.................................................................................................................................30

7.3变更类型.................................................................................................................................30

7.4变更是否中断业务....................................................................................................................30

7.5变更是否需要测试....................................................................................................................30

7.6变更所属应用系统....................................................................................................................31

7.7变更分类.................................................................................................................................31

7.8变更状态.................................................................................................................................33

7.9回顾代码.................................................................................................................................33

7.10变更结束代码...........................................................................................................................33

ITSS考试

8与其他流程的关系.............................................................................................................................33

9关键流程衡量指标.............................................................................................................................35

10功能性需求........................................................................................................................................35

11流程质量控制....................................................................................................................................36

12需要调整的既有文件及调整要求........................................................................................................37

13附录..................................................................................................................................................37

13.1例会制度.................................................................................................................................37

13.2相关报表.................................................................................................................................38

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