service delivery metrics

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  • 1. Service Delivery Metrics ITIL
  • 2. Malcolm Fry ITIL ITIL ITIL ITIL Selling ITIL (ITIL ) ITIL The Goals of ITIL (ITIL ) Service Support Metrics ( ) ITIL Service Delivery Metrics ( ) ITIL Malcolm Fry BMC Software BMC BMC Software Remedy BMC Remedy BMC Remedy BMC Software, Inc. ITIL OGC BMC Software 2004 BMC Software, Inc. All rights reserved. 63362
  • 3. ........................................................................................................................................................1 1 .............................................................................................................................2 2 ......................................................................................................................4 3 IT ..................................................................................................................14 4 ........................................................................................................................26 5 ............................................................................................................................................40 ................................................................................................................................................................45 .....................................................................................................................................46
  • 4. ITIL ITIL ITIL ITIL ITIL ITIL ITIL ITIL ITIL ITIL ITIL IT ITIL ITIL IT IT 1
  • 5. (SLM) IT IT ITIL IT IT ITIL ITIL IT IT ITIL ITIL IT IT IT 2
  • 6. IT IT IT IT ITIL IT IT 3
  • 7. (SLM) (SLA) ITIL SLA SLA SLA SLM SLA SLM ITIL (KPI) ITIL KPI ITIL KPI KPI KPI ITIL KPI SLA SLA OLA SLA SIP 4
  • 8. SLA OLA IT IT SLA KPI KPI ITIL KPI IT KPI KPI SLA SLA SLA SLA SLA SLA SLA 5
  • 9. SLA SLA 95 SLA SLA SLA SLA SLA SLA SLA SLA IT KPI SLA SLA SLA SLA SLA OLA KPI ITIL (OLA) SLA SLA OLA 100 SLA OLA IT OLA IT 6
  • 10. SLA OLA SLA SLA OLA SLA OLA SLA SLA KPI SLA 100 SLA SLA ITIL SLA SLA SLA KPI SLA SLA KPI SLA 7
  • 11. KPI SLA KPI SLA IT KPI SLA SLA SIP (SIP) ITIL ITIL SIP SIP SIP SIP KPI IT 8
  • 12. SIP SIP SLA OLA SLA OLA ITIL SLA ITIL OLA SLA OLA 100 KPI SLA OLA KPI SLA SLA SLA OLA SLA OLA SLA SLA OLA SLA OLA 100 SLA OLA IT 9
  • 13. KPI 100 IT SLA OLA IT IT SLA KPI SIP IT KPI 10
  • 14. IT 100 100 100 SIP KPI KPI SIP KPI IT IT ITIL 11

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