- Services: to provide customers value a means , so customers do not have to bear certain costs and risks will be able to obtain the desired results .
- Service management is a set of specific organizational capabilities as a service for customers to provide specific services.
3.ITIL (service management) and project management (PMP)
IT Service the CMM
initial stages : a passive response, no documentation, no process is the result of almost defined;
each project experience can not be reused, dependent on individual effort and heroism
repeatable level : the establishment of a basic service management process, all projects have default rules, but not documented, systematic. Product or service without clear goals and strategies.
Defined : it has been documented service processes, standardized, and integrated into a standard service process. Customer demand for goods and services strategy and adjust services according to the appropriate reporting tools and information
management level : supervised, it measured service network system, business strategy adjustment service system based on
the optimization level : continuous improvement of IT service system
PDCA cycle quality management system
P: plan from defining the problem to the Action Plan
D: the implementation of an action plan
C: Check the assessment
A: process standardization and further promotion
to become a manager of operation and maintenance:
In addition to technology
1. Service Management ITIL 2. project management PMP
SLA:
OLA:
CSF:
KPI:
IT operation and maintenance management event