課件分析教案english versionv

----服務管理---第二部分：最佳實踐InformationTechnology----Servicemanagement---Part2:Codeof1ISO/IEC20000-1規(guī)定了許多相關的服務管理1ThispartofISO/IEC20000representsanindustryconsensusonqualitystandardsforITservicemanagementprocesses.Theseservicemanagementprocessesdeliverthebestpossibleservicetomeetacustomer’sbusinessneedswithinagreedresourcelevels,i.e.servicethatisprofessional,cost-effectiveandwithriskswhichareunderstoodandmanaged.Thevarietyoftermsusedforthesameprocess,andbetweenprocessesandfunctionalgroups(andjobtitles)canmakethesubjectofservicemanagementconfusingtothenewmanager.Failuretounderstandtheterminologycanbeabarriertoestablishingeffectiveprocesses.UnderstandingtheterminologyisatangibleandsignificantbenefitfromISO/IEC20000.ThispartofISO/IEC20000mendsthatserviceprovidersshouldadoptcommonterminologyandamoreconsistentapproachtoservicemanagement.Itgivesacommonbasisforimprovementsinservices.Italsoprovidesaframeworkforusebyrsofservicemanagementtools.Asaprocessbasedstandardthiscodeofpracticeisnotintendedforproductassessment.However,organizationsdeveloservicemanagementtools,productsandsystemsmayuseboththespecificationandthecodeofpracticetohelpthemdeveloptools,productsandsystemsthatsupportbestpracticeserviceThispartofISO/IEC20000providesguidancetoauditorsandoffersassistancetoserviceprovidersnningserviceimprovementsortobeauditedagainstISO/IECISO/IEC20000-1specifiesanumberofrelatedservicemanagementprocessesshowninFigureFigure1---Servicemanagement服務交付流程IT服務預控制流程發(fā)布流程1---2術語及定義針對本標準，應ISO/IEC20000-1中術語2TermsandForthepurposesofthis,thetermsanddefinitionsgiveninISO/IEC20000-1apply.管理體系許多服務管理計劃和運行的應以文件的類型、形式或；ThemanagementObjective:Toprovideamanagementsystem,includingpoliciesandaframeworktoenabletheeffectivemanagementandimplementationofallITservice.managementTheroleofmanagementinensuringbestpracticeprocessesareadoptedandsustainedisfundamentalforanyserviceprovidertomeettherequirementsofISO/IEC20000-1.Toensurecommitmentanowneratseniorlevelshouldbeidentifiedasbeingresponsibleforservicemanagementns.Thisseniorresponsibleownershouldbeaccountablefortheoveralldeliveryoftheservicemanagementn.Theseniorresponsbleowner’sroleshould passresourcingforanycontinualorprojectbasedserviceimprovementactivities.Theseniorresponsibleownershouldbesupportedbyadecision-takinggroupwithsufficientauthoritytodefineandtoenitsdecisions.ationTheseniorresponsibleownershouldensurethatevidenceisavailableforanauditofservicemanagementpolicies,nsandprocedures,andanyactivitiesrelatedtoMuchoftheevidenceofservicemanagementnningandoperationsshouldexistintheformofs,whichmaybeanytype,formormediumsuitablefortheirThefollowingsarenormallyconsideredsuitableasevidenceofservicemanagementnning.policiesandserviceprocesscontrolThereshouldbeaprocessforthecreationandmanagementofstohelpensurethatthecharacteristicsdescribedaremet.ationshouldbeprotectedfromdamagedue,forexample,topoorenvironmentalconditionsandcomputerdisasters.Competence,awarenessandnelperformingworkwithinservicemanagementshouldbecompetentonthebasisofappropriateeducation,training,skills,andexperience.確保員工在廣泛的業(yè)務范圍內(nèi)認識他們招聘（包括專業(yè)資格理目標和整體服務質(zhì)量目標識別申請者規(guī)劃（包括合同服務），使用新技術，培訓和發(fā)展根據(jù)已定義培訓和發(fā)展需求過培訓課程、、導師指導或在工作中學習），也應培養(yǎng)他們團隊工作和能力。每Theserviceproviderdeterminethenecessarycompetenceforeachroleinserviceensurethat nelareawareoftherelevanceandimportanceoftheiractivitieswithinthewiderbusinesscontextandhowtheycontributetotheachievementofqualityobjectives;maintainappropriaterecordsofeducation,training,skillsandprovidetrainingortakeotheractiontosatisfytheseevaluatetheeffectivenessoftheactions3.3.2ProfessionalTheserviceprovidershoulddevelopandenhancetheprofessionalcompetenceoftheirwork.Amongthemeasurestakentoachievethis,theserviceprovidershouldaddressthefollowing:a)recruitment:withtheobjectiveofcheckingthevalidityofjobapplicants’details(includingtheirprofessionalqualifications)andidentifyingapplicants’strengths,weaknessesandpotentialcapabilities,againstajobdescription/profile,servicemanagementtargetsandoverallservicequalityobjectives;b)nning:withtheobjectiveofstaffingofneworexpandedservices(alsocontractingservices),usingnewtechnology,assigningservicemanagementstafftodevelopmentprojectteams,successionnningandfillingothergapsduetoanticipatedstaffturnover;c)traininganddevelopment:withtheobjectiveofidentifyingtraininganddevelopmentrequirementsasatraininganddevelopmentnandprovidingfortimelyandeffectivedelivery.Staffshouldbetrainedintherelevantaspectsofservicemanagement(e.g.viatrainingcourses,selfstudy,mentoringandonthejobtraining)andtheirteam-workingandleadershipskillsshouldbedeveloped.Achronologicaltrainingrecordshouldbemaintainedforeachindividual,togetherwithdescriptionsofthetrainingprovided.3.3.3提供商應決定適當比例的固定成員和臨時成員和經(jīng)過再培訓的老成員的適當人員組成比例；3.3.3ApproachestobeInordertoachieveteamsofstaffwithappropriatelevelsofcompetencetheserviceprovidershoulddecideontheoptimummixofshorttermandpermanentrecruits.Theserviceprovidershouldalsodecideontheoptimummixofnewstaffwiththeskillsrequiredandre-trainingofexistingstaff.NOTETheoptimumbalanceofshorttermandpermanentrecruitsisparticularlyimportantwhentheserviceproviderisnninghowtoprovideaserviceduringandaftermajorchangestothenumberandskillsofthesupportstaff.Factorsthatshouldbeconsideredwhenestablishingthemostsuitablecombinationofapproachesinclude:shortorlongtermnatureofneworchangedrateofchangeintheskillsandexpectedpeaksandtroughsintheworkloadandskillsmixrequired,basedonservicemanagementandserviceimprovementnning;staffturnovertrainingForallstaff,theserviceprovidershouldrevieweachindividual’sperformanceatleastannuallyandtakeappropriateaction.服務管理規(guī)劃和實施是否與符合ISO/IEC20000-1標準；服務管理計劃應成為轉(zhuǎn)換客戶需求和高級管4.1.3被考慮的服務管理計劃應符合服務管理流程和觸4nningandimplementingservice4.1nservicemanagement(Objective:Tontheimplementationanddeliveryofservice4.1.1ScopeofserviceThescopeofservicemanagementshouldbedefinedaspartoftheservicemanagementn.Forexample,itmaybedefinedManagementshoulddefinethescopeaspartoftheirmanagementresponsibilities(andaspartoftheservicemanagementn).ThescopeshouldthenbecheckedforsuitabilityunderISO/IEC20000-1.NOTEnningforoperationalchangesisdescrbedin4.1.2nningMultipleservicemanagementnsmaybeusedinceofonelargenorprogramme.Wherethisisthecasetheunderlyingservicemanagementprocessesshouldbeconsistentwitheachother.Itshouldalsobepossibletodemonstratehoweachnningrequirementismanagedbyittothecorrespondingroles,responsibilitiesandprocedures.Servicemanagementnningshouldformpartoftheprocessfortranslatingcustomers’requirementsandseniormanagementintentionsintoservices,andforprovidingaroutemapfordirectingprogress.Aservicemanagementn implementationofservicemanagement(orpartofservicedeliveryofservicemanagementchangestoservicemanagementimprovementstoservicemanagementnewservices(totheextentthattheyaffectprocesseswithintheagreedscopeofservicemanagement).4.1.3EventstobeTheservicemanagementnshouldcaterforservicemanagementprocessandservicechangestriggeredbyeventssuchas:serviceserviceinfrastructurechangestoregulatorychanges,e.g.localtaxratederegulationorregulationofmergersand4.1.4計劃的范圍和內(nèi)容4.1.4ScopeandcontentsoftheAservicemanagementnshouldthescopeoftheserviceprovider’sservicetheobjectivesandrequirementsthataretobeachievedbyservicetheresources,facilitiesandbudgetsnecessarytoachievethedefinedtheframeworkofmanagementrolesandresponsbilities,includingtheseniorresponsibleowner,processownersandmanagementofrs;theinterfacesbetweenservicemanagementprocessesandthemannerinwhichtheactivitiesand/orprocessesaretobeco-ordinated;theapproachtobetakeninidentifying,assessingandmanagingissuesandriskstotheachievementofthedefinedobjectives;aresourcescheduleexpressedintermsofthedatesonwhichfunds,skills,andresourcesshouldbeavailable;theapproachtochangingthenandtheservicedefinedbythehowtheserviceproviderwilldemonstratecontinuingqualitycontrol(erimaudits);theprocessesthataretobetoolsasappropriatetosupportthe4.2實施服務管理和提供服務（實施）如果原始服務不ISO/IEC20000-1流程，而滿足ISO/IEC20000的要求；評審應按照4.3來實施；4.2ImplementservicemanagementandprovidetheservicesObjective:ToimplementtheservicemanagementobjectivesandAttainmentofbestpracticeservicemanagementprocessescapableofmeetingtherequirementsofISO/IEC20000willnotbeachievediftheoriginalservicesdonotmeettherequirementsoutlinedfortheimplementationinISO/IEC20000-1.OnceimplementedtheserviceandservicemanagementprocessesshouldbeReviewsshouldtakeceinaccordancewithNOTEThe thatisappropriateforthenningandinitialimplementationmaynotbesuitablefortheongoingoperation.4.3Monitoring,measuringandreviewingObjective:Tomonitor,measureandreviewthattheservicemanagementobjectivesandnarebeingachieved.Theserviceprovidershouldnandimplementthemonitoring,ysisandreviewoftheservice,theservicemanagementprocessesandassociatedsystems.Itemsthatshouldbemonitored,measured,andreviewed理層需要使用內(nèi)審或其他方式檢查測量和分achievementagainstdefinedservicecustomerresourcemajornon-Theresultsoftheysisshouldprovideinputtoanforimprovingtheservice.Aswellasservicemanagementactivitiesonmeasurementandysisseniormanagementmayneedtomakeuseofinternalauditsandotherchecks.Whendecidingthefrequencyofsuchinternalauditsandchecks,thedegreeofriskinvolvedinaprocess,itsfrequencyofoperationanditspasthistoryofproblemsareamongthefactorsthatshouldbetakenintoaccount.Internalauditsandchecksshouldbenned,carriedoutcompetentlyandrecorded.持續(xù)改進（改進方服務供應商應總要使服務發(fā)布更有效Objective:Toimprovetheeffectivenessandefficiencyofservicedeliveryand4.4.1Serviceprovidersshouldrecognizethatthereisalwaysthepotentialtomakedeliveryofservicesmoreeffectiveandefficient.Thereshouldbeapublishedonservicequalityandimprovement.Allthoseinvolvedinservicemanagementandserviceimprovementshouldbeawareoftheservicequalityandtheir alcontributiontotheachievementoftheobjectiveslaidoutwithinthis.Inparticularalltheserviceprovider’sstaffinvolvedinservicemanagementhaveadetailedunderstandingoftheimplicationsofthisonservicemanagement應有效的依據(jù)服務供應商自身管理結(jié)構(gòu)、客Thereshouldbeeffectiveliaisonwithintheserviceprovider’sownmanagementstructure,customersandtheserviceprovider’srsonmattersaffectingservicequalityandcustomerrequirements.4.4.2被記錄,并作為與以后實際改進相比較的基注1應商應鼓勵他們的員工和客戶提供改進服務4.4.2nningforserviceServiceprovidersshouldadoptamethodicalandcoordinatedapproachtoserviceimprovementtomeettherequirementsofthe,fromtheirownandfromtheircustomer’s.Beforeimplementinganforimprovingtheservice,servicequalityandlevelsshouldberecordedasabaselineagainstwhichtheactualimprovementscanbecompared.Theactualimprovementshouldbecomparedtothepredictedimprovementtoassesstheeffectivenessofthechange.NOTE1Serviceimprovementrequirementscancomefromallprocesses.Serviceprovidersshouldencouragetheirstaffandcustomerstosuggestwaysofimprovingservices.NOTE2Thismaybedoneusingsuggestionschemes,qualitycircles,user目標進行andliaisonServiceimprovementtargetsshouldbemeasurable,linkedtobusinessobjectivesandedinan.Serviceimprovementshouldbeactivelymanagedandprogressshouldmonitoredagainstformallyagreed規(guī)劃和實施新服務或變更服務考慮的5nningandimplementingneworchangedObjective:Toensurethatnewservicesandchangestoserviceswillbedeliverableandmanageableattheagreedcostandservicequality.5.1TopicsfornningforneworchangedservicesshouldincludeexistingserviceSLAsandothertargetsorserviceexistingservicemanagementprocesses,proceduresandthescopeofservicemanagement,includingtheimplementationofservicemanagementprocessespreviouslyexcludedfromthescope.5.2ChangeAllservicechangesshouldbereflectedinChangeManagementrecords.Thisincludesnsfor:usercommunicationsaboutthechangestothenatureofthetechnologyformalclosureof服務交付流程服服務應定義所有服務，服務可以參考SLA，SLA身的易變性，通常需保持相服務應，并保持更新注：服務應包含以下通用信息ServicedeliveryServicelevelObjective:Todefine,agree,record,andmanagelevelsofServiceAservicecatalogueshoulddefineallservices.ItcanbereferencedfromtheSLAandshouldbeusedtoholdmaterialconsideredvolatilefortheSLAitself.Theservicecatalogueshouldbemaintainedandkeptup-to-date.NOTETheservicecataloguecanincludegenericinformationsuchas:thenameofthetargets,e.g.timetorespondorinstallaprinter,timetore-instateaserviceafteramajorfailure;contactservicehoursandTheservicecatalogueisakeyforsettingcustomerexpectation 服務級別協(xié)議SLA也應由高級客戶和服務供應商代表，SLA應依從服務描述，并遵守變更管理；應定義客戶的業(yè)務需求和預算，以促進SLA的SLA中包含最基本的內(nèi)容或直接A中服務時間9：0017：00，節(jié)假日高級財務管理信息，如帳號注2：只要被文件受變更管理流程控制，用信息于不會影響SLM流程質(zhì)量的SLA；shouldbeeasilyaccessibleandwidelyavailabletobothcustomersandsupport6.1.2ServicelevelagreementsAserviceshouldbeformallyedinaservicelevelagreement(SLA).TheSLAshouldbeformallyauthorizedbyseniorcustomerandserviceproviderrepresentatives.TheSLAshouldbesubjecttochangemanagement,asistheservicethatitdescribes.Thecustomer’sbusinessneedsandbudgetshouldbethedefiningforthecontent,structureandtargetsoftheSLA.Thetargets,againstwhichthedeliveredserviceshouldbemeasured,shouldbedefinedfromacustomer.TheSLAsshouldincludeonlyanappropriatesubsetofthetargetstofocusattentiononthemostimportantaspectsoftheservice.NOTE1Toomanytargetscancreateconfusionandleadtoexcessiveoverheads.TheminimumcontentthatshouldbeinanSLAorthatcanbedirectlyreferencedfromanSLAis:briefservicevalidityperiodand/orSLAchangecontrolauthorizationbriefdescriptionofcommunications,includingcontactdetailsofpeopleauthorizedtoactinemergencies,toparticipateinsandproblemcorrection,recoveryorworkaround;servicehours,e.g.09:00hto17:00h,dateexceptions(e.g.weekends,publicholidays),criticalbusinessperiodsandoutofhourscover;scheduledandagreedinterruptions,includingnoticetobegiven,numberpercustomerresponsibilities,e.g.serviceproviderliabilityandobligationse.g.impactandpriorityescalationandnotificationcomintsserviceworkloadlimits(upperandlower),e.g.theabilityoftheservicetosupporttheagreednumberofusers/volumeofwork,systemthroughput;-highlevelfinancialmanagementdetails,e.g.chargecodesactiontobetakenintheeventofaservicehousekeeglossaryofsupportingandrelatedanyexceptionstothetermsgivenintheNOTE2Volatileinformation,orinformationcommontomanySLAs(suchascontactdetails)canbereferencedfromtheSLAwithoutimpactingthequalityofSLMprocessesaslongasthereferencedsarealsounderthecontrolofthechangemanagement3續(xù)性計劃和財務/預算細節(jié)通常SLA；注4：所有文件的術語表通常集中保存，包括 NOTE3Continuitynanddetailsofaccounting&budgetingarenormallyreferencedfromtheSLA.NOTE4Aglossaryoftermsisnormallyheldinoneceandiscommontoalls,includingtheservicecatalogue.6.1.3服務級別管理流程服務級別。SLM應靈活的適應這些變更，SLM務供應商在計劃、實施、正及服務目標不能完成的解釋(見6.2)；通過客觀的測量進行驗證，同時SLA中的服務6.1.4支持服務協(xié)議6.1.3Servicelevelmanagement(SLM)Majorbusinesschanges,due,forexample,togrowth,businessreorganizationsandmergers,andchangingcustomerrequirements,canrequireservicelevelstobeadjusted,redefinedoreventemporarilysuspended.TheSLMprocessshouldbeflexibleto modatethesechanges.TheSLMprocessshouldensurethattheserviceproviderremainsfocusedonthecustomerthroughoutthenning,implementation,andongoingmanagementofservicedelivery.Theserviceprovidershouldbegivenadequateinformationtoenablethemtounderstandtheircustomer’sbusinessdriversandrequirements.TheSLMprocessshouldmanageandcoordinatecontributorsoftheservicelevels,toinclude:agreementoftheservicerequirementsandexpectedserviceworkloadagreementofservicemeasurementandreportingoftheservicelevelsachieved,workloadsandanexnationiftheagreedtargetsarenotmet(see6.2);initiationofcorrectiveinputtoanforimprovingtheTheprocessshouldencourageboththeserviceproviderandthecustomertodevelopaproactiveattitudeensuringthattheyhavejointresponsibilityfortheCustomersatisfactionisanimportantpartofservicelevelmanagementbutitshouldberecognizedasbeingasubjectivemeasurement,whereasservicetargetswithinanSLAshouldbeobjectivemeasurements.TheSLMprocessshouldworkcloselywiththebusinessrelationshipandrmanagementprocesses.6.1.4SupportingserviceThesupportingservicesonwhichthedeliveredservicedependsshouldbeedandagreedwitheachr.Thisincludesinternalgroupsprovidingpartoftheserviceprovider’sservice.6.2服務注6.2ServiceObjective:Toproduceagreedtimely,reliable,accuratereportsforinformeddecisionmakingandeffectivecommunication.NOTEThesuccessofallservicemanagementprocessesisdependentontheuseoftheinformationprovidedinservicereports. 策6.2.1Therequirementsforservicereportingshouldbeagreedandrecordedforcustomersandinternalmanagement.Servicemonitoringandreporting passesallmeasurableaspectsoftheservice,providingbothcurrentandhistoricalysis.Wheretherearemultiplers,leadrsandsub-contractedrsthereportsshouldreflecttherelationshipsbetweenrs.Forexample,alead servicesbysub-contracted 采取預防措施（如，報告馬上要SLA6.2.2PurposeandqualitychecksonserviceServicereportsshouldbetimely,clear,reliable,andTheyshouldbeappropriatetotherecipient’sneedsandofsufficientaccuracytobeusedasadecisionsupporttool.Thepresentationshouldaidtheunderstandingofthereportssothattheyareeasytoassimilate,e.g.useofcharts.Severaltypesofreportshouldbereactivereportswhichshowwhathasproactivereports,whichgiveadvancewarningofsignificantevents,therebyenablingpreventiveactiontobetakenbeforehand(forexamplereportsofimpendingbreachesinSLAs);forwardscheduledreportsshowingnned 6.2.3ServiceTheserviceprovidershouldproducereportsforcustomersandmanagementperformanceagainstserviceleveltargets,e.g.outagereports,pliancewithworkloadcharacteristicsandvolumeinformation,e.g.s,problems,changesandtasks,classification,location,customer,seasonaltrends,mixofpriorities,numbersofrequestsforhelp;performancereportingfollowingmajorevents,e.g.change,andtrendinformationbyperiod(e.g.day,week,month,reportsthatincludeinformationfromeachprocess,e.g.thenumbersandthemostfrequentlyaskedquestions,unreliablecomponentsoftheinfrastructure,resource/costintensivetasks;reportstohighlightfutureandscheduled6.3注：重大服務失敗或可能由許多原因引問未區(qū)域或自然；6.3ServicecontinuityandavailabilityObjective:Toensurethatagreedservicecontinuityandavailabilitycommitmentstocustomerscanbemetinallcircumstances.NOTEMajorservicefailuresordisasterscanoccurformanyreasonsincludingdenialofservice,attack,major outbreak,accesstothepremisesnotallowedoranaturaldisaster. 總6.3.1商應按設計的工作量計劃有效的服務能數(shù)據(jù)和用戶增長或降低、工作量的和低谷，或其他已知未來變更；服務可用性和服務持續(xù)管理應保持與確保維Servicecontinuityandavailabilityrequirementsshouldbeidentifiedonthebasisofthecustomers’businesspriorities,servicelevelagreementsandassessedrisks.Theserviceprovidershouldmaintainsufficientservicecapabilitytogetherwithworkablensdesignedtoensurethatagreedrequirementscanbemetinallcircumstancesfromnormalthroughtoamajorlossofservice.Theserviceprovidershouldnforknowndataoruservolumeincreasesordecreases,expectedpeaksandtroughsinworkloadandanyotherknownfuturechanges.Requirementsshouldincludeaccessrightsandresponsetimesaswellasend-to-endavailabilityofsystemcomponents.Serviceavailabilityandservicecontinuitymanagementshouldworktogetherwiththeaimofensuringthatagreedservicelevelsaremaintained.Theserequirementsshouldhaveamajorinfluenceontheactions,effortsandresourcesallocatedtomatchingtheavailabilityofservicesthatsupportthem.Processestoensurethatrequiredavailabilityismaintainedshouldincludethoseelementsoftheservicedeliverythatareunderthecontrolofthecustomerorotherserviceproviders. a)和記錄服務的可用性b)精確的歷史數(shù)據(jù)6.3.2AvailabilitymonitoringandAvailabilitymanagementmonitorandrecordavailabilityofthemaintainaccuratehistoricalmakecomparisonswithrequirementsdefinedinSLAstoidentifynon-conformancetotheagreedavailabilitytargets;andreviewnon-conformance;predictfuturewherepossible,potentialissuesshouldbepredictedandpreventiveactionItshouldensureavailabilityofallcomponentsoftheservice,withcorrectiveactionsrecordedandactedupon..3ServicecontinuityTheserviceprovidershoulddevelopandmaintainastrategythatdefinesthegeneralapproachtobetakentomeetingservicecontinuityobligations.Thisshouldincluderiskassessmentandtakeintoaccountagreedservicehoursandcriticalbusinessperiods.Theserviceprovidershouldagreeforeachcustomergroupand umacceptablecontinuousperiodoflost umacceptableperiodsofdegraded acceptabledegradedservicelevelsduringaperiodofservicerecovery.Thecontinuitystrategyshouldbereviewedatagreedintervals,atleastannually.Anychangestothestrategyshouldbeformallyagreed. 6.3.4ServicecontinuitynningandTheserviceprovidershouldensure持續(xù)性計劃考慮對服務和系統(tǒng)組成的關系；支持服務持續(xù)性的服務持續(xù)性計劃和其他件形文，并；continuitynstakeintoaccountdependenciesbetweenserviceandsystemservicecontinuitynsandothersrequiredtosupportservicecontinuityarerecordedandmaintained;responsibilityforinvokingcontinuitynsisclearlyassigned,andnsclearlyallocateresponsibilityfortakingactionagainsteachobjective;backupsofdata,sandsoftware,andanyequipmentandstaffnecessaryforservicerestorationarequicklyavailablefollowingamajorservicefailureordisaster;atleastonecopyofallservicecontinuitysshouldbestoredandmaintainedatasecureremotelocation,togetherwithanyequipmentthatisnecessarytoenableitsuse;staffunderstandtheirroleininvokingand/orexecutingthens;andareabletoaccessservicecontinuitys.Servicecontinuitynsandrelateds(e.g.contracts)shouldbelinkedtothechangemanagementprocessandthecontractmanagementprocess.Servicecontinuitynsandrelateds(e.g.contracts)shouldbeassessedforimpactpriortosystemandservicechangesbeingapproved,andpriortosignificantneworamendedcustomerrequirementsbeingagreed.Testingshouldbeundertakenatafrequencysufficienttogainassurancethatcontinuitynsareeffective,andremainsointhefaceofchangingsystems, nelandbusinessneeds.Testingshouldbeajointinvolvementbetweencustomerandserviceproviderbaseduponanagreedsetofobjectives.Testfailuresshouldbeedandreviewedtoinputtoanforimprovingtheservice.IT總本部分IT許多組織都涉及服務問題。但是并非建議服務提供商在實施時，應明確機準要求而采取的措施，但還應考慮的要BudgetingandaccountingforITObjective:TobudgetandaccountforthecostofserviceThissectioncoversbudgetingandaccountingforITservices.Inpractice,manyserviceproviderswillbeinvolvedinchargingforsuchservices.However,sincechargingisanoptionalactivity,itisnotcoveredbythestandard.Serviceproviders mendedthatwherechargingisinuse,themechanismforngsoisfullydefinedandunderstoodbyallparties.Responsibilityformanyofthefinancialdecisionswilllieoutsidethesphereoftheservicemanagementarenaandtherequirementsforwhatfinancialinformationistobeprovided,inwhatformandatwhatfrequenciesmaybedictatedfromoutside.Theprovisionsofthissectionarefocusedonthepracticesthatshouldbefollowedtosatisfytherequirementsofthestandard.However,widerrequirementsshouldalsobetakenintoaccountastheywillimpactonsomeofthepoliciesandproceduresdefined.Allaccountingpracticesusedshouldbealignedtothewideraccountancypracticesofthewholeoftheserviceprovider’sorganization. 策6.4.2預算編制和財務核算中的投資級別應根據(jù)客務管理提供的時間及精力.但對成本核Thereshouldbeaonthefinancialmanagementofservices.Theshoulddefinetheobjectivestobemetbybudgetingandaccounting.Theshouldalsodefinethedetailtowhichbudgetingandaccountingareperformed,takingintoconsiderationthe:costtypestobeaccountedapportionmentofoverheadcosts,e.g.flatrate,fixedpercentage,orbasedonthesizeofthevariableelement;granularityofthecustomer’sbusiness,e.g.businessunitasoneunit,subdividedintodepartment,orbylocations; erningthehandlingofvariancesagainstbudgets,e.g.sizeofvariancethatwillbeescalatedtoseniormanagement;linkstoservicelevelThelevelofinvestmentinbudgetingandaccountingprocessesshouldbebasedontheneedsofthecustomers,serviceproviderandrsforfinancialdetailasdefinedinthe.NOTEServiceprovidersoperatinginacommercialenvironmentmightneedtoinvestconsiderablymoretimeandeffortintheirfinancialmanagement.Conversely,forserviceproviderswheresimpleidentificationofcostsissufficientthefinancialmanagementcanbemuchsimpler.Budgetingandaccountingshouldbeperformedbyallserviceproviders,whatevertheirotherpoliciesonfinancialmanagement.6.4.3預算要求可能會超出現(xiàn)有,需為管理應用預算編制和財務來輔助服務的運營6.4.3Budgetingshouldtakeintoaccountthennedchangestoservicesduringthebudgetperiodandwherebudgetaryrequirementsexceedavailablefunds,nforthemanagementofshortfalls.Budgetingmaytakeintoaccountfactorssuchasseasonalvariationsandshorttermnnedchangestoservicecostsandcharges.CosttrackingagainstthebudgetshouldprovideearlywarningofvariancesagainstThereshouldbeaprocessthatmanagestheimplicationsofvariancesagainstBudgetingandcosttrackingshouldsupportnningtooperateandchangetheservicessothatservicelevelscanbemaintainedthroughouttheyear. 財6.4.4Accountingprocessesshouldbeusedtotrackcoststoanagreedlevelofdetailoveranagreedperiodoftime.DecisionsaboutserviceprovisionshouldbebasedoncosteffectivenessCostmodelsshouldbeabletodemonstratethecostsofserviceprovision.Accountsshoulddemonstrateoverandunder-spending/recovery;andshouldallowthereadertounderstandthecostsoflowservicelevelsorlossofservice.6.5能力管理計劃說明基礎設施的實際性能和預達到服務級別協(xié)議所要求的服務級別目標和業(yè)務需求所應具備的條件；6.5CapacityObjective:Toensurethattheserviceproviderhas,atalltimes,sufficientcapacitytomeetthecurrentandfutureagreeddemandsofcustomer’sbusinessneeds.Thecurrentandexpectedbusinessrequirementsforservicesshouldbeunderstoodintermsofwhatthebusinesswillneedtoenableittodelivertoitscustomers.Businesspredictionsandworkloadestimatesshouldbetranslatedintospecificrequirementsanded.Theresultofvariationsinworkloadorenvironmentshouldbepredictable;dataoncurrentandpreviouscomponentandresourceutilizationatanappropriatelevelshouldbecapturedandysedtosupporttheprocess.CapacitymanagementshouldbethefocalpointforallperformanceandcapacityTheprocessshouldprovidedirectsupporttothedevelopmentofnewandchangedservicesbyprovidingsizingandmodellingofservices.Acapacityningtheactualperformanceoftheinfrastructureandtheexpectedrequirementsshouldbeproducedatasuitablefrequencytakingintoaccounttherateofchangeinservicesandservicevolumes,informationinthechangemanagementreportsandcustomerbusiness.Itshouldbepro