service160level160management(编辑修改稿)

service160level160management(编辑修改稿)内容摘要：

............................63 Capacity Management ..................................................................................63 Availability Management...............................................................................64 IT Service Continuity Management ...............................................................64 Workforce Management................................................................................64 Release Approved Review .............................................................................64 Appendices ........................................................................................................... 65 Appendix A: Service Baseline Workshop Agenda .................................................65 Appendix B: Service Catalog Template................................................................67 Appendix C: Service Catalog Sample ..................................................................69 Appendix D: Service Level Agreement Template .................................................71 Appendix E: Operational Level Agreement Template ...........................................81 Appendix F: Service Level Agreement Review Meeting Agenda ............................83 1 Executive Summary Delivering costeffective, consistent, and reliable IT services is being increasingly business critical. Even with rapid technology advancements, many business customers feel that IT is failing them, and they are struggling for a way to address their concerns. Their questions reflect their frustration.  Why can’t I see a clear relationship between what I use and what I pay?  Why can’t I get straightforward, effective, consistent, and reliable service and support?  Why does it have to cost so much?  Why does it have to be so difficult?  Why can’t it just work?  Why is it so expensive when it doesn’t work well anyway? Businesses and IT departments must understand the effect they have on each other. Their respective demands and expectations must be defined and agreed on. The most effective way of managing this is through the service level management process. Service level management is a defined process that enables the IT department to deliver exactly what is expected of it and to ensure that these services are recognized as beneficial to the business. IT can facilitate effective cost management of the services, focus on the full range of services available, monitor the service ponents, and ensure that the service is delivered through monitoring, reporting, and developing knowledge of the services that are offered. 2 Introduction This guide provides detailed information about the Service Level Management service management function (SMF) for anizations that have deployed, or are considering deploying, Microsoft174。 technologies in a data center or other type of enterprise puting environment. This is one of the more than 20 SMFs defined and described in Microsoft Operations Framework (MOF). The guide assumes that the reader is familiar with the intent, background, and fundamental concepts of MOF as well as the Microsoft technologies discussed. An overview of MOF and its panion, Microsoft Solutions Framework (MSF), is available in the MOF Service Management Function Overview guide. This guide also provides abstracts of each of the service management functions defined within MOF. Detailed information about the concepts and principles of MOF and MSF is also available at Intended Audience This material is designed to be of value to both internal staff and consultants. It is aimed primarily at two main groups: information technology (IT) managers and IT support staff who either introduce or support service level management in a production IT environment. It is assumed that readers are fully conversant with the MOF Process and Team Models and MOF Risk Management Discipline. Copies of documents describing these models are available at How to Use This Guide This guide can be used as a starting point for introducing service level management into an anization or, when an anization already has some degree of service level management, for developing and improving existing service level management processes within the anization. This guide shows that the Service Level Management SMF can be used in line with or independent from MOF, but maximum benefits will be derived when it is used as a part of the plete framework of remended practices. 3 Service Level Management Overview This document describes the framework to initiate, develop, review, and improve service level management within an anization. If an anization wants to implement service level management, it must first assess what services IT provides to the anization’s customers and determine what existing service contracts are currently in place for these services. This assessment can make the IT service department aware, often for the first time, of the full range of services it is expected to deliver. With the information gained through this exercise, the anization can then develop and implement the full benefits of the service level management process. Service level management requires that the IT anization fully understand the services it offers. Implementing service level management follows these steps:  Creating a service catalog  Developing SLAs  Monitoring and reporting  Performing regular service level reviews Goals and Objectives The goals of service level management are to successfully deliver, maintain, and improve IT services. The Service Level Management SMF aligns business needs with the delivery of IT services. It provides the interface with the business that allows the other SMFs to deliver IT solutions that are in line with the requirements of the business and at an acceptable cost.。