20xx年it服务管理ca培训讲义(编辑修改稿)

20xx年it服务管理ca培训讲义(编辑修改稿)内容摘要：

ural change during transition Service knowledge management system Integrating projects into transition Creating amp。 selecting transition models Provides guidance for the development and improvement of capabilities necessary to transition new and/or changed services into operations Source: Pink Elephant – “What’s New in ITIL v3”, Gee Spaulding 20xx 9 August 9, 20xx ITIL: What, Why, How? Copyright 169。 20xx CA Service Operation Responsive, stable services Robust end to end operations practices Redesigned, incident and problem processes New functions and processes Event, technology and request management Influencing strategy, design, transition and improvement SOA, virtualization, adaptive, agile service operation models Tailors guidance on achieving effectiveness and efficiency in the delivery and support of services such that value is achieved for the customer and captured by the service provider Source: Pink Elephant – “What’s New in ITIL v3”, Gee Spaulding 20xx 10 August 9, 20xx ITIL: What, Why, How? Copyright 169。 20xx CA Continual Service Improvement Measurements that mean something and improvements that work The business case for ROI Getting past just talking about it Overall health of ITSM Portfolio alignment in realtime with business needs Growth and maturity of SM practice How to measure, interpret and execute results Sustains the creation and maintenance of customer value through better design, introduction, and operation of services Source: Pink Elephant – “What’s New in ITIL v3”, Gee Spaulding 20xx 11 August 9, 20xx ITIL: What, Why, How? Copyright 169。 20xx CA The Case for IT Service Management The Business is more and more dependent on IT. Complexity of IT constantly increases. Customers are demanding more for less. Global petitiveness growing at a rapid rate requiring a more flexible approach to integration. Stronger focus on controlling the costs of IT. Low customer satisfaction levels. 12 August 9, 20xx ITIL: What, Wh。