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Release Unit: parte de uma release entregue em conjunto
Roll-out: entregar, instalar um conjunto integrado de CIs novas ou modificadas.
Processo de Serviços de Suporte Configuration Management Release Management Change Management Problem Management Incident Management Business, Customers or Users Releases Changes Management Tools Incidents Incidents Service Desk Problems Known Errors CI’s Relationships Releases Changes Incidents Difficulties Queries Enquiries Communications Updates Workarounds C M D B
Gerenciar o custo efetivo de todos os bens de TI e dos recursos financeiros usados em serviços.
ABC de Finanças
Fluxo de Finanças Business IT Requirements IT Operational Plan (inc. Budgets) Financial Targets Cost Analysis (Accounting) Costing Models Charges Charging Policies Feedback of proposed charges to business (effects behaviour)
Configuration Manegment Programme C Software System Subroutine 2 Programme B Application 2 Module 1 Application1 Application 3 Programme A Subroutine 1 BASE LEVEL (CI Level) The lowest level at which CI’s are uniquely identified
Problem/Incident Management User Incident DB Problem DB ? Problem Known Error DB Business Case to FIX Raise RFC ERROR CONTROL PROBLEM CONTROL Known Error One or More Incidents with Unknown Underlying cause Root Cause Known and Temp or Perm Fix found STOP NO YES Change Management RRS Incident PM PM PM SD/IM IM
Processo de mudança urgente Change Manager Filters requests Start Change Manager Allocates initial priority Change Manager Calls CAB or CAB / EC meeting CAB or CAB / EC Quickly assesses impact resources and urgency Independent tester Urgent testing Change Manager Co-ordinates Change implementation Change Manager Ensures records are brought up to date Change Manager Review Change Closed Change Builder Builds Change, devises back-out & testing plans
Estrutura de SLM Customer Customer Customer IT Systems IT Systems IT Service Internal External Customers IT Service Department Supplier & Maintenance OLA UC SLA
guidance on designing IT services,along with the governing IT practices, processes and policies, to realize the strategy and facilitate the introduction of services into the live environment ensuring quality service delivery, customer s atisfaction and cost-effective service provision.
guidance for the development of capabilities for transitioning new and changed services into operations, ensuring the requirements of Service Strategy, encoded in Service Design, are effectively realized in Service Operations while controlling the risks of failure and disruption.
guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through Service Operations.
guidance in creating and maintaining value for customers through better design, introduction and operation of services, linking improvement efforts and outcomes with Service Strategy, Design, Transition and Operation.