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Are now entering an age of convergence. One focus is how to improve IT service management is a continuation of competitiveness. In other words, how to improve IT service management is the biggest CIO challenge.
recent years,chanel flats shoes, CIO of the IT service process re-optimization and design has become to improve IT service quality and efficiency, increase customer satisfaction, reduce costs and shorten the processing time of the basic strategy. Therefore, how IT service process management, through measurable indicators of IT personnel performance evaluation,Giuseppe Zanotti,escort shanghai (http://www.shanghaichinaescort.info), to mobilize the enthusiasm, improving service quality and efficiency, Li Yuchun, Guangzhou concert placed the ring PK Liu King passively IT services initiative to become pressing issues facing today's CIO.
1, IT services, crisis-ridden situation
In business, IT departments generally exists as a service sector, most companies IT departments by providing infrastructure services and general IT services Lord, IT service management or the content of the core of how to improve system availability and improve response speed. Currently, domestic enterprises experienced IT management system management, network management, it is now gradually transition to the IT service management stage. But many companies still remain in the service IT service support management, and far from active management to achieve.
because by the habits of thinking, lack of services for individual IT staff a good attitude, so there are many IT service problems: the multi-user service requests received, the more different interpretations and responses, the user loss ; of the slow response to service calls, the problem of fast recovery and tangled; system configuration scattered in a variety of data, the lack of a unified management system can not provide timely support services; on IT services,shanghai massage (http://www.shanghai-escort-massage.com),tory burch flats cheap, the lack of data to support assessment,manolo blahnik boots, The standard of service and costs can not be measured.
(1) IT services often guerilla warfare, the lack of consciousness of active service
IT sector as a technical support department, often playing the role of fire-fighting team. IT sector has been the lack of measurement and reporting of their investment approach can not reflect its value, and thus not recognized. Saying goes it this way: ordinary day chores a lot, but as a non-core sector, the status is not high. IT sector is mainly the work of many of the shortcomings inherent in which the most important thing to fight as a guerrilla in the nature of its activities, IT departments showed a lack of IT service management.
the other hand, is the IT technical staff to deal with between the professional and service mentality often have some ideological conflict: sometimes think of themselves as professionals,魔术师 约翰逊的传奇故事 (http://ad.21hu.com/viewthread.php?tid=52260&extra=), too simple for some of the problem is not willing to spend time to go and the user address; another to solve some recurring problems that seem to have no value, even if made no sense of accomplishment.
(2) IT asset management chaos, full of loopholes
IT equipment and software assets, which currently stands still stuck in the artificial management areas. For example, IT equipment, inadequate efforts to regularly check equipment inspection is not in place; IT Equipment Accounting can not easily reflect the equipment maintenance history record; ledger software asset management is not established, software upgrades, changes such as lack of registration information; equipment and software The configuration information is unknown, and loving it counted the ten high heels tall actor to pretend or long-term maintenance of configuration information after adjustment has been incompatible with the reality; have IT equipment procurement, transfer, retirement and other management processes dealing with low efficiency.
(3) IT management efficiency, low operation and maintenance costs of these services out of control
as economically as possible, low-cost high-quality IT services, which is the management of the IT return on investment The most common requests. In general, IT departments fire brigade type of confusion, unable to judge its performance is good or bad. For example, the failure processing record of the lack of sharing information and tracking information, fault processing is not automated. Operation fault the lack of computerized records, progress can not be online monitoring service, quality of service means a lack of assessment. Encounter unexpected situations, there is no quick reporting mechanism, can not quickly solve the problem. Knowledge does not become effective encountered similar problems, could not get from the Knowledge Base solution still depends on individual maintenance personnel. Annual operation and maintenance of monthly reporting difficulties, equipment failures category volume trends fault can not be analyzed.
(4) lack of quantitative performance management
workload showed a lack of quantitative assessment tools for IT services, not calculated performance of IT services staff, and no supervision of IT service fault handling to solve efficiency and processing quality. Therefore IT staff to solve problems in the lack of cooperation, responsibility was not clear,herve leger parfum, often arguing back and forth.
2, What is IT Service Management
now, IT has become an indispensable part of many business processes, improve the status of IT should also mean greater responsibility. On the one hand IT business processes to meet changing needs; on the other hand, IT-related costs must continue to reduce. However, the reality is that IT in these two areas are not a satisfactory answer.
To address this situation, the CIO in IT Service Management IT departments need to change their thinking, do not always see themselves as \thought processes to achieve IT service management, and then the standardization of IT services, the formation of a product. Emphasize here that the \Throughout the process in concern is not only the IT departments in a service, more important in that IT departments are providing services to customer satisfaction and this is cost-effective Guo Cheng's.
(1) What is the IT service management
IT service management has three fundamental objectives: to provide a user-centric IT services; provide high-quality, low-cost services; provide services quantifiable denominated. Thus, IT service management can simply use the \First, the vertical range of IT technical management (the focus of traditional IT management), such as server management, network management and system software management, to \This process is mainly for use within IT departments, users not interested in this. Only those processes can not guarantee service quality or customer satisfaction, so that these processes need to demand \It simply is: the first conversion into IT Management IT Process Management, the second conversion to IT process management into IT Service Management.
reason to conduct such a conversion, from a user perspective, IT is to improve the efficiency of operating a tool, the user needs is achieved by the IT function,herve leger fashion, IT users do not need too much understanding between them and the exchange of IT departments, is to use the \Therefore, to flexible, timely and effective delivery of these IT services,christian louboutin shoes sale, and ensure quality of service, physical and chemical calculation of the costs, IT services, services must be prior to a certain extent on the classification and packaging.
(2) IT service management standard: ITIL
in the Christian world, church staff have a Bible, who God used to detect,salvatore ferragamo, regulate everyday behavior, and in the IT Service Management world, whether there are a regarded as a CIO for the Bible? The answer is yes,buy herve leger, ITIL is the IT service management best practices.
ITIL full name of the IT infrastructure library, in short, a set of IT service management of all industry standard library. ITIL combination of processes, people and technology three elements for building an IT business from planning, development, implementation to operation and maintenance of best practice programs. The core ITIL framework is a collaborative process, and through service level agreements (SLA) to ensure the quality of IT services. It combines systems management, network management, systems development management, management activities and change management, asset management, problem management and many other processes, theory and practice.
ITIL provides a process dealing with the IT service management program, which formed through the work of a single closed-loop IT service processes to ensure that the entire process of IT services are well documented, and also established a clear process of service delivery standards Staff need to operate in strict accordance with procedures, through continuous and efficient IT services to solve problems, improve efficiency of IT departments, ensure the provision of satisfactory service quality. Therefore,manolo shoes, ITIL is a good means for simplifying the IT Service Management ITIL.
Third, how efficient the implementation of the ITIL program
(1) identify IT service quality goals
IT service quality objective is concerned on the expectations of the IT service management requirements. It is both business and IT department developed based on business objectives. A good number of IT service objectives of this role: a clear improvement activities ongoing service management direction; prompted the officers to take action in the right direction; coordination of multiple actions of different persons; brief description strong senior management's intentions.
(2) evaluate the current status of
assessment of enterprise's IT service management maturity level status and is one of the core steps. Self-assessment manual ITIL provides a comprehensive assessment. Because the user's needs and status of IT services is the decision 提供 IT services foundation t...