- - (ITIL). :
- (, , , , );
- ( , );
- (, ).
2 -. :
- .
2.6
2.6.1 - -
TL.
, , , , .
(-) . , , , . , , , SO 9000.
, -, ̳ , - - - . 㳺 - (nformaton Technology Servce Management - TSM). . - , - .
TSM (nformaton Technology nfrastructure Lbrary - TL).
TL -. - SO 9000, - CobIT, SOX (Sarbanes-Oxley Act), COSO (CommitteeofSponsoringOrganizationsoftheTreadwayCommission) .
TL ( ), TSM, TSM, 㳿, - , .
TSM, TL, , - - , 볺 . 볺 , , , . , , , 볺 . - . (Servce Desk). 볺 . 볺 , , -, - -, .
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, TSM . ITIL , , , , , TSM Reference Model Hewlett Packard, Mcrosoft Operatons Framework Mcrosoft .
, TSM, TL, , , , .
TSM - - -.
TL , TSM, , . TSM - . , , ITSM.
ITIL, . , , - .
TSM - . , TSM , 㳺.
, TSM, , :
- ;
- ;
- ( , ).
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TSM , , , - :
- 20% ;
- 3%
- 3% .
, , TSM:
- 볺 - ;
- , -;
- ;
- - .
, TL, , . ' : , , , .
, TL, , , , , . TL - . T- .
TL 7 -:
Servce Delvery ( ) - -;
Servce Support (ϳ ) - , -, -;
nformaton & Computng Technology nfrastructure Management ( -). - - ;
Applcaton Management ( ) , , , , ;
The Busness Perspectve (-) - , - ;
Plannng to mplement Servce Management ( ) - , TSM;
Securty Management ( ) - . -, , 䳿 , , ' .
, ϳ TLv.2
TL . -. :
- ;
- ;
- ;
- -;
-
TL ϳ , . ֳ , , . :
- Servce Desk;
- ;
- ;
- :
- .
, , : TL - Servce Management Practce, , , , .
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TLv.3 :
1. TL
2. (Servce Strategy)
3. (Servce Desgn)
4. (Servce Transton)
5. (Servce Operaton)
6. (Contnual Servce mprovement).
' : 㳿 .
TLv.3 䳿 " - ". TLv.3 (servce).
2.6.2 г Hewlett Packard .
Hewlett-Packard (HP) - , TL. ITIL 㳿 , IT Service Management Reference Model ITSM Reference Model. HP ITSM.
TSM Reference Model 2003 ' :
1. (Busness - T Algnment);
2. - (Servce Desgn & Management);
3. - (Servce Development & Deployment);
4. - (Servce Operatons);
5. - (Servce Delvery Assurance).
, -, ' , .
, , TL HP TSM-. - (Servce Level Management - SLM). SLM -, .
-.
:
- (Servce-level management).
- (Confguraton management);
- (Change management).
-㳿 .
:
- (Tbusnessasssment);
- 㳿 (Tstrategy&archtectureplannng);
- 볺 (Customermanagement);
- - (Servceplannng).
- -, , .
:
- (Securty management);
- (Contnuty management);
- (Avalablty management);
- (Capacty management);
- (Fnancal management).
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- , , , , ...
:
- (Servce buld and test);
- (Release to producton).
- , , 볺 .
:
- (Operaton management);
- (ncdent and servce request management);
- (Problem management).
HP TSM - :
- (Managng the nfrastructure);
- (Managng the servces);
- (Managng the busness value of T).
2.6.3 г IBM
BM -- : , , 㳿 .
BM - -: , - .
(ITIL, CobIT,ISO 20000 .) BM 㳿 ITSM.
BM :
1. .
2. .
3. -.
4. .
5. .
6. .
7. BM Tvol Unfed Process.
(Component Busness Model for the Busness of T) - .
- T Process Reference Model (PRM-) , -, .
PRM- , - -:
1. .
2. .
3. - .
4. .
5. .
6. .
7. .
8. .
:
- ;
- ;
- ;
- .
:
- ;
- ;
- ;
- ;
- ;
- ;
- .
- :
- ;
- ;
- ;
- ;
- ;
- ;
- .
:
- ;
- ;
- ;
- ;
- .
:
- ;
- ;
- ;
- ;
- .
:
- ;
- ;
- ;
- ;
- ;
- ;
- .
IBM PRM-. , , -볺, , 볺.
2.6.4 IBM
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HP IBM, - .
HP OpenVew, , , . HP OpenVew HP TSM ReferenceModel.
HP OpenVew :
1. Busness Servce Management - .
2. Applcaton Management - .
3. T Servce Management - -.
4. nfrastructure Optmzaton solutons- -.
, TServceManagement.
:
- (AssetManagement);
- (ConfguratonManagement);
- ' (Consoldated Event and Performance Management);
- (dentty Management);
- (Consoldated Servce Desk).
Consoldated Servce Desk HP OpenView Service Desk. T-. , .
³, 볺 - .
볺 :
1) - ;
2) HP Servce Desk HP OpenVew 䳿 , ;
3) .
HP OpenView Service Desk:
1) ,
2) .
BM PRM-T BM/Tvol. Tvol -. Tvol - , , .
, Tvol - -. , Tvol :
- - ;
- ;
- ;
- .
Tvol 80 - .
㳿 BM Tvol Enterprse Data Warehouse, BM Tvol Management Framework, BM Tvol Unversal Agent.
Tvol Management Framework Tvol. Tvol. Tvol Management Framework Tvol .
Tvol Enterprse Data Warehouse Tvol.Tvol Enterprse Data Warehouse , , , .
BM Tvol Unversal Agent BM Tvol Montorng. .. Tvol Enterprse Portal.
Tvol - . , - : Applcaton Dependency Dscovery Manager,Busness Systems Manager, Change and Confguraton Management Database, Composte Applcaton Manager for SOA, Servce Level Advsor,Lcense Complance Manager .
BM Tvol - , , . : BM Tvoldentty Express, Montorng (TM) Express, Provsonng Manager (TPM) Express for nventory, Provsonng Manager (TPM) Express for Software Dstrbuton, Storage Manager Express, Contnuous Data Protecton (CDP) for Fles.
, , BM/Tvol - , , .
2.6.5 Microsoft Operations Framework (MOF)
- Mcrosoft , , , , . ' Mcrosoft - MSM (Mcrosoft Solutons for Management).
I- MOF. MOF 20 , SMF (Servce Management Functon) -.
SMF , -. :
- S (Servce mprovement Project);
- SA (Soluton Accelerator).
( ) .
- SMF. г SA SMS Wndows, , SMS, Wndows, SQL Server, Exchange 볺 '.
MOF :
1. MOF Process Model for Operatons - ;
2. MOF Team Model for Operatons - ;
3. Rsk Management Dscplne for Operatons - ;
4. Servce Management Functons - .
, , :, , , , .
, , .
.
- -, .
, , .
MSM MSC (Mcrosoft System Center), : , , , , . ѳ MSC , , . MSC : Mcrosoft System Management Server, Mcrosoft Operatons Manager, System Center Reportng Manager, Mcrosoft System Center Data Protecton Manager, Mcrosoft System Center Capacty Planner.
˲
1. .., ., . - / . ..; . . .: itSMF; ITExpert, 2003.
2. . - / ; . . .: , 2008. 283.
3. CobIT 4.1 / . . [ ]. :: http://isasa.org/
4. Hewlett-Packard. - . [ ]. :http://hp.ru/openview/
5. CompuTel. - IBM Tivoli. [ ]. : http://tivoli.computel.ru/
6. MicrosoftOperationsFramework (MOF). [ ].
:: http://www.microsoft.com/technet/solutionaccelerators/cits/mo/mof/default.mspx
7. Microsoft . [ ].
:http://www.microsoft.com/Rus/Business/Default.mspx
8. . - .. [ ]. : http://www.iteam.ru/publications/it/section_91/article_1187/
9. . .IT- . [ ]. :http://cyberleninka.ru/article/n/it-servisy-v-protsessnom-podhode-k-upravleniyu
10. .. ITIL MOF. [ ].
:http://businessprocess.narod.ru/index20.htm
1
1. 㳿 .
2. - (). , ᒺ .
3. .
4. , .
5. -: , .
6. .
7. .
8. ITIL .
9. ³ ITILv.3.
10. HP TSM - TSM Reference Model: .
11. 䳿 - .
12. HP OpenVew: .
13. г HP OpenVew (dentty Management)
14. г HP OpenVew Servce Desk .
15. г HP OpenVew -.
16. TPM (T Process Model) TL: .
17. TPM .
18. - - Tivoli.
19. Tivoli: .
20. г BM Tvol .
21. BM Tvol 㳿 - .
22. McrosoftOperatonsFramework (MOF): , .
23. MOF.
24. - Mcrosoft. ѳ MSC (Mcrosoft System Center): .
25. г - . .
26. -, Mcrosoft: , .
27. Microsoft .
28. Microsoft .
29. -, .
30. -.
