问题管理流程设计需求文档清档---ITSS

1介绍....................................................................................................................................................5

1.1基本概念...................................................................................................................................5

1.2用途和目标................................................................................................................................6

1.3范围.........................................................................................................................................6

1.4对组织的效益............................................................................................................................7

1.5流程运行的前提和时机...............................................................................................................7

1.6流程的远景................................................................................................................................8

ITSS考试

2流程详细说明......................................................................................................................................9

2.1指导原则...................................................................................................................................9

2.2流程关系图..............................................................................................................................11

2.3流程执行框架...........................................................................................................................12

2.4流程主要考核指标....................................................................................................................15

3流程角色和职责.................................................................................................................................16

3.1问题管理流程执行负责人..........................................................................................................17

3.2问题经理.................................................................................................................................17

3.3问题分析员..............................................................................................................................18

3.4相关的其他角色.......................................................................................................................18

ITSS认证

4流程支持技术....................................................................................................................................18

4.1问题管理流程的功能需求..........................................................................................................19

4.2可选工具.................................................................................................................................20

4.3相关流程的功能需求.................................................................................................................20

4.3.1CMDB数据录入查询工具(配置管理)..........................................................................................20

4.3.2CMDB查询工具(配置管理)........................................................................................................20

4.3.3服务指标采集和展现工具(运维管理)...........................................................................................20

ITSS培训

5现有流程的改进建议..........................................................................................................................20

5.1某公司IT问题管理的现状............................................................................................................20

5.2问题管理改进建议....................................................................................................................22

待续