国外软件公司物流仓储系统开发介绍ppt模板26页
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Remedy
Delivering Superior Service:
Remedy IT Service Management Jason Andrew – Director
Technology Profit Triangle
Soon
Now
Business Processes
– 99.8% annual availability for the Funds Transfer Service – Urgent FTS Incidents occur during business hours – Non-Urgent FTS Incidents occur during non-business hours & holidays
SLM Hierarchy to Support the Service
S L As:
SLA
FTS 99.8% availability commitment Urgent FTS Incidents Non-Urgent FTS Incidents
Problem Management Response Time OLA: Must respond to issues from the service desk within 1 business day
$
APPLICATIONS USED:
Setting up a successful service management strategy
LOB & Service Level Managers Agree on Service Levels
REMEDY
Service Level Agreements
A hospital electronically delivers images to specialists to diagnose
Example Business Service: Online Banking Process
› › › ›
The funds transfer service is critical to their business. Average transaction equals $10000 USD They process 100 orders per minute If the online funds transfer service is unavailable, $60,000,000 per hour is at risk
SLM Hierarchy to Support the Service
S L As:
SLA
FTS 99.8% availability commitment Urgent FTS Service Incidents Non-Urgent FTS Service Incidents
Urgent Service Desk Incident Response Time SLO: 5-minute response time for
REMEDY
Change Management
REMEDY
Help Desk
IT Resources
Business Depends on IT Services
Delivery service uses mobile devices to track deliveries A retail store maintains inventory and tracks purchases via electronic systems
Urgent Service Desk Incident Resolution Time SLO: 30-minute resolution time
for incidents affecting the FTS during business hours
Service Support Commitments
Non-Urgent Service Desk Incident Resolution Time SLO: 1-hour resolution time for
incidents affecting the FTS during non-business hours & holiday
Operational Level Agreements (OLAs) Underpinning Contracts
Service Support Commitments Operational Level Agreements (OLAs)
Change Management Response Time OLA: Must respond to problem management team within 1 business day Deployment OLA: New production hardware must be deployed within 72 hours of receipt
incidents affecting the FTS during business hours
Non-Urgent Service Desk Incident Response Time SLO: 15-minute response time
for incidents affecting the FTS during non-business hours & holiday
Then
Business Penetration
Business Service Management: Remedy IT Service Management
Business Service
REMEDY
Service Level Agreements
REMEDY
Asset Management
The Business needs:
Any FTS process can run between 6AM and 10PM, Mon-Fri With a maximum outage of 8 hours per year
IT translates requirements into SLAs:
Remedy
Delivering Superior Service:
Remedy IT Service Management Jason Andrew – Director
Technology Profit Triangle
Soon
Now
Business Processes
– 99.8% annual availability for the Funds Transfer Service – Urgent FTS Incidents occur during business hours – Non-Urgent FTS Incidents occur during non-business hours & holidays
SLM Hierarchy to Support the Service
S L As:
SLA
FTS 99.8% availability commitment Urgent FTS Incidents Non-Urgent FTS Incidents
Problem Management Response Time OLA: Must respond to issues from the service desk within 1 business day
$
APPLICATIONS USED:
Setting up a successful service management strategy
LOB & Service Level Managers Agree on Service Levels
REMEDY
Service Level Agreements
A hospital electronically delivers images to specialists to diagnose
Example Business Service: Online Banking Process
› › › ›
The funds transfer service is critical to their business. Average transaction equals $10000 USD They process 100 orders per minute If the online funds transfer service is unavailable, $60,000,000 per hour is at risk
SLM Hierarchy to Support the Service
S L As:
SLA
FTS 99.8% availability commitment Urgent FTS Service Incidents Non-Urgent FTS Service Incidents
Urgent Service Desk Incident Response Time SLO: 5-minute response time for
REMEDY
Change Management
REMEDY
Help Desk
IT Resources
Business Depends on IT Services
Delivery service uses mobile devices to track deliveries A retail store maintains inventory and tracks purchases via electronic systems
Urgent Service Desk Incident Resolution Time SLO: 30-minute resolution time
for incidents affecting the FTS during business hours
Service Support Commitments
Non-Urgent Service Desk Incident Resolution Time SLO: 1-hour resolution time for
incidents affecting the FTS during non-business hours & holiday
Operational Level Agreements (OLAs) Underpinning Contracts
Service Support Commitments Operational Level Agreements (OLAs)
Change Management Response Time OLA: Must respond to problem management team within 1 business day Deployment OLA: New production hardware must be deployed within 72 hours of receipt
incidents affecting the FTS during business hours
Non-Urgent Service Desk Incident Response Time SLO: 15-minute response time
for incidents affecting the FTS during non-business hours & holiday
Then
Business Penetration
Business Service Management: Remedy IT Service Management
Business Service
REMEDY
Service Level Agreements
REMEDY
Asset Management
The Business needs:
Any FTS process can run between 6AM and 10PM, Mon-Fri With a maximum outage of 8 hours per year
IT translates requirements into SLAs: