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Service Delivery Metrics

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  • 1. Service Delivery Metrics ITIL
  • 2. Malcolm Fry ITIL ITIL ITIL ITIL ■ Selling ITIL (ITIL ) ITIL ■ The Goals of ITIL (ITIL ) ■ Service Support Metrics ( ) ITIL ■ Service Delivery Metrics ( ) ITIL Malcolm Fry BMC Software BMC BMC Software Remedy BMC Remedy BMC Remedy BMC Software, Inc. ITIL OGC BMC Software © 2004 BMC Software, Inc. All rights reserved. 63362
  • 3. ........................................................................................................................................................1 1 .............................................................................................................................2 2 ......................................................................................................................4 3 IT ..................................................................................................................14 4 ........................................................................................................................26 5 ............................................................................................................................................40 ................................................................................................................................................................45 .....................................................................................................................................46
  • 4. ITIL ITIL ITIL ITIL ITIL ITIL ITIL ITIL ITIL ITIL ITIL ■ ■ IT ■ ■ ITIL ITIL IT IT 1
  • 5. (SLM) IT IT ITIL IT IT ITIL ITIL IT IT ITIL ITIL IT IT IT 2
  • 6. ■ ■ ■ ■ IT ■ IT IT IT ITIL IT IT 3
  • 7. (SLM) (SLA) ITIL SLA SLA SLA SLM SLA SLM ITIL (KPI) ITIL KPI ITIL KPI KPI KPI ITIL KPI ■ SLA ■ SLA OLA ■ SLA ■ ■ SIP 4
  • 8. ■ SLA OLA ■ ■ ■ ■ ■ IT IT SLA KPI KPI ITIL KPI IT KPI KPI SLA SLA ■ SLA ■ ■ SLA ■ SLA SLA ■ SLA 5
  • 9. SLA SLA 95 SLA SLA SLA ■ SLA ■ SLA ■ SLA SLA SLA IT ■ KPI SLA SLA SLA SLA SLA OLA KPI ITIL (OLA) SLA SLA OLA 100 SLA OLA IT OLA IT 6
  • 10. ■ SLA OLA SLA SLA OLA SLA OLA SLA SLA KPI SLA 100 SLA SLA ITIL SLA SLA SLA KPI ■ SLA SLA KPI SLA 7
  • 11. KPI SLA KPI SLA IT ■ KPI SLA SLA SIP (SIP) ITIL ITIL SIP SIP SIP SIP KPI IT 8
  • 12. ■ SIP SIP SLA OLA SLA OLA ITIL SLA ITIL OLA SLA OLA 100 KPI SLA OLA KPI SLA SLA SLA OLA ■ SLA OLA SLA SLA OLA SLA OLA 100 SLA OLA IT 9
  • 13. KPI 100 IT SLA OLA IT ■ IT SLA KPI SIP IT KPI 10
  • 14. ■ IT 100 100 100 SIP KPI KPI SIP KPI IT ■ IT ITIL 11
  • 15. ■ SLA SLA SLA SLA ■ ■ 12
  • 16. ■ ■ IT IT ■ IT IT KPI KPI KPI IT KPI ■ KPI KPI IT 13
  • 17. IT IT IT IT ITIL IT ITIL IT ■ ■ ■ IT ■ IT ITIL IT ITIL KPI IT IT ITIL KPI IT KPI ■ ■ ■ 14
  • 18. ■ ■ ■ ■ IT ■ ■ IT IT KPI KPI IT KPI IT KPI KPI KPI 100 KPI ■ KPI IT KPI 100 15
  • 19. SLA OLA ■ IT CI CI CI CI IT ITIL 16
  • 20. KPI CMDB IT IT CMDB IT KPI 100 CMDB 100 100 ■ KPI IT IT IT ITIL (ROI) KPI 100 ■ IT 17
  • 21. KPI KPI 100 ■ IT IT SLA IT IT IT ■ IT IT 18
  • 22. IT KPI IT IT KPI ■ IT IT ■ KPI IT IT KPI KPI IT 19
  • 23. ■ OK IT IT ITIL IT ITIL ■ IT ■ ■ IT ■ IT ■ IT IT SLA ■ 20
  • 24. ■ IT IT ■ SLA IT IT IT IT (ROI) (TCO) 21
  • 25. ■ IT SIP ■ IT ITIL IT ■ ■ ■ ■ ■ ■ IT ■ ■ IT KPI IT 22
  • 26. ■ IT IT ■ SLA IT ITIL IT 23
  • 27. ■ ■ ITIL IT ■ IT IT IT IT SIP SIP 24
  • 28. ■ IT IT SIP ITIL IT (RFC) ■ IT RFC IT ■ IT 25
  • 29. ITIL ■ PC ■ LAN WAN ■ ■ ■ (CMDB) IT ITIL (CSF) (KPI) 26
  • 30. ITIL ■ CDB ■ CDB ■ ■ SLM SLA IT ■ ■ IT ■ 27
  • 31. CDB ITIL (CDB) IT CDB CDB CDB CDB ■ CDB CDB CDB CDB CDB CDB CDB CDB ■ CDB 28
  • 32. ■ SLM SLA SLA SLA SLA SLA 29
  • 33. SLM IT SLA SLA SLA IT ■ SLA 30
  • 34. ■ SLA OLA IT ■ SLA 31
  • 35. ■ (CSF) ITIL (CSF) CSF CSF IT IT ■ IT IT IT 32
  • 36. IT ■ IT IT IT CSF IT IT URL ■ 33
  • 37. ■ ITIL ITIL ITSM ITSM ■ ITSM ITSM ITSM IT CSF 34
  • 38. ■ ITSM CSF ITIL KPI KPI ■ ■ ■ ■ ■ ■ SLA ■ ■ ■ IT ■ ■ ■ SLR ■ 35
  • 39. KPI CSF KPI ■ 100 ■ ■ ■ IT 100 KPI ■ ■ ■ IT ■ 36
  • 40. 40 10 50 40 ■ ■ ■ SLA SLA IT SLA 37
  • 41. KPI ■ ■ ■ ■ KPI ■ IT 38
  • 42. IT IT ■ ■ ■ SLR ■ KPI ITIL KPI (SLR) SLR 100 SLR ■ SLR SLR SLR 39
  • 43. IT ITIL ■ ■ ■ ■ ■ IT ■ CSF ITIL CSF 40
  • 44. OLA IT IT SLA ■ 100 100 100 IT 41
  • 45. 100 ■ SLA ■ 42
  • 46. SLA ■ IT IT IT IT IT IT OLA ■ IT IT IT 43
  • 47. ITIL (SIP) ■ 44
  • 48. ITIL 50 ITIL ITIL KPI ITIL IT IT IT 45
  • 49. Malcolm Fry 35 IT IT Malcolm Fry BMC Software Malcolm IT Help Desk Institute ITIL ITIL 46
  • 50. 47
  • 51. BMC Software BMC Software, Inc. (NYSE: BMC) IT BMC BMC Software 1980 2004 14 BMC Software www.bmc.com BMC BMC BMC Software, Inc. [NYSE ( ): BMC] 1988 830 OS www.bmc.com/ja_JP/