20150829淡然

续上

目录

1介绍....................................................................................................................................................6

1.1基本概念...................................................................................................................................6

1.2用途和目标................................................................................................................................7

1.3范围.........................................................................................................................................7

1.4对组织的效益............................................................................................................................7

1.5流程运行的前提和时机...............................................................................................................8

1.6流程的远景及路线图...................................................................................................................8

1.7参考材料.................................................................................................................................11

ITSS考试

2流程详细说明....................................................................................................................................11

2.1指导方针.................................................................................................................................11

2.2流程关系图..............................................................................................................................14

2.3变更管理总图...........................................................................................................................15

2.3.1变更登记与分类.......................................................................................................................17

2.3.2变更风险与影响评估.................................................................................................................23

2.3.3变更审批.................................................................................................................................26

2.3.4变更日程安排...........................................................................................................................28

2.3.5变更开发测试与确认.................................................................................................................29

2.3.6协调变更实施...........................................................................................................................31

2.3.7变更实施后回顾.......................................................................................................................33

2.3.8紧急变更处理...........................................................................................................................35

2.3.9标准变更处理...........................................................................................................................37

2.3.10变更回退.................................................................................................................................39

2.4流程质量控制...........................................................................................................................40

2.4.1考核指标.................................................................................................................................41

2.4.2评估与改进流程.......................................................................................................................42

2.4.3升级上报管理...........................................................................................................................43

3流程支持技术....................................................................................................................................44

3.1变更管理流程的功能需求..........................................................................................................44

3.2可选技术平台列表....................................................................................................................45

3.3相关流程的功能需求.................................................................................................................45

3.3.1CMDB数据录入查询工具(配置管理)..........................................................................................45

3.3.2CMDB查询工具(配置管理)........................................................................................................45

3.3.3知识库系统(运维管理)..............................................................................................................45

ITSS认证

4流程角色和职责.................................................................................................................................45

4.1变更流程主管...........................................................................................................................45

4.2变更管理流程执行负责人..........................................................................................................46

4.3变更经理.................................................................................................................................46

4.4变更协调员..............................................................................................................................48

4.5变更提交人..............................................................................................................................48

4.6变更主管.................................................................................................................................49

4.7变更管理委员会(CAB)..............................................................................................................49

4.8紧急变更管理委员会(ECAB)......................................................................................................50

4.9相关的其他角色.......................................................................................................................51

4.10RACI表..................................................................................................................................51

4.10.1RACI表格简缩用语..................................................................................................................52

4.10.2RACI表格...............................................................................................................................52

ITSS培训

5附录（表格、模板）.........................................................................................................................55

5.1管理模板.................................................................................................................................55

5.1.1变更请求模板...........................................................................................................................56

5.1.2变更纪录模板...........................................................................................................................56

5.1.3CAB会议记录..........................................................................................................................56

5.1.4标准变更模式模板....................................................................................................................56

5.1.5预定变更（ForwardScheduleofChange）模板.........................................................................56

5.2状态定义参考...........................................................................................................................56

待续http://www.ITILxf.com/thread-52353-1-1.html

本帖关键字：ITSS

20150829淡然

续上

目录

1介绍....................................................................................................................................................6

1.1基本概念...................................................................................................................................6

1.2用途和目标................................................................................................................................7

1.3范围.........................................................................................................................................7

1.4对组织的效益............................................................................................................................7

1.5流程运行的前提和时机...............................................................................................................8

1.6流程的远景及路线图...................................................................................................................8

1.7参考材料.................................................................................................................................11

ITSS考试

2流程详细说明....................................................................................................................................11

2.1指导方针.................................................................................................................................11

2.2流程关系图..............................................................................................................................14

2.3变更管理总图...........................................................................................................................15

2.3.1变更登记与分类.......................................................................................................................17

2.3.2变更风险与影响评估.................................................................................................................23

2.3.3变更审批.................................................................................................................................26

2.3.4变更日程安排...........................................................................................................................28

2.3.5变更开发测试与确认.................................................................................................................29

2.3.6协调变更实施...........................................................................................................................31

2.3.7变更实施后回顾.......................................................................................................................33

2.3.8紧急变更处理...........................................................................................................................35

2.3.9标准变更处理...........................................................................................................................37

2.3.10变更回退.................................................................................................................................39

2.4流程质量控制...........................................................................................................................40

2.4.1考核指标.................................................................................................................................41

2.4.2评估与改进流程.......................................................................................................................42

2.4.3升级上报管理...........................................................................................................................43

3流程支持技术....................................................................................................................................44

3.1变更管理流程的功能需求..........................................................................................................44

3.2可选技术平台列表....................................................................................................................45

3.3相关流程的功能需求.................................................................................................................45

3.3.1CMDB数据录入查询工具(配置管理)..........................................................................................45

3.3.2CMDB查询工具(配置管理)........................................................................................................45

3.3.3知识库系统(运维管理)..............................................................................................................45

ITSS认证

4流程角色和职责.................................................................................................................................45

4.1变更流程主管...........................................................................................................................45

4.2变更管理流程执行负责人..........................................................................................................46

4.3变更经理.................................................................................................................................46

4.4变更协调员..............................................................................................................................48

4.5变更提交人..............................................................................................................................48

4.6变更主管.................................................................................................................................49

4.7变更管理委员会(CAB)..............................................................................................................49

4.8紧急变更管理委员会(ECAB)......................................................................................................50

4.9相关的其他角色.......................................................................................................................51

4.10RACI表..................................................................................................................................51

4.10.1RACI表格简缩用语..................................................................................................................52

4.10.2RACI表格...............................................................................................................................52

ITSS培训

5附录（表格、模板）.........................................................................................................................55

5.1管理模板.................................................................................................................................55

5.1.1变更请求模板...........................................................................................................................56

5.1.2变更纪录模板...........................................................................................................................56

5.1.3CAB会议记录..........................................................................................................................56

5.1.4标准变更模式模板....................................................................................................................56

5.1.5预定变更（ForwardScheduleofChange）模板.........................................................................56

5.2状态定义参考...........................................................................................................................56

待续http://www.ITILxf.com/thread-52353-1-1.html

本帖关键字：ITSS