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Service Delivery Metrics
ITIL
Malcolm Fry ITILITIL 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
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1
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IT ..................................................................................................................14
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ITIL ITIL ITILITIL
ITIL ITILITIL
ITILITIL
ITIL
ITIL
■
■ IT
■
■
ITILITIL
IT
IT
1
(SLM)IT
IT ITIL IT IT
ITIL
ITIL IT
IT
ITIL
ITIL IT
IT
IT
2
■
■
■
■ IT
■ IT
ITIT
ITIL ITIT
3
4
(SLM)(SLA)
ITIL
SLASLA
SLA
SLM SLA
SLM ITIL(KPI)
ITIL KPIITIL KPI
KPI
KPI
ITIL KPI
■ SLA
■ SLA OLA
■ SLA
■
■ SIP
■ SLA OLA
■
■
■
■
■
IT
ITSLA
KPI
KPI ITIL KPI
IT
KPIKPI
SLA
SLA
■ SLA
■
■ SLA
■ SLA SLA
■ SLA
5
SLASLA
95
SLA
SLA SLA
■ SLA
■ SLA
■ SLA SLA SLA
IT
■ KPISLA
SLASLA
SLA
SLA OLA
KPIITIL
(OLA) SLA SLAOLA 100
SLA OLAIT
OLA IT
6
■
SLA OLASLA
SLA OLA
SLA OLA
SLA
SLA
KPI SLA100
SLA
SLA ITILSLA SLA
SLAKPI
■ SLA
SLA
KPISLA
7
KPI SLA
KPI SLA
IT
■ KPISLA
SLA
SIP
(SIP) ITIL ITILSIP
SIP
SIPSIP KPI
IT
8
■ SIP
SIP
SLA OLA
SLA OLAITIL
SLAITIL OLA
SLA OLA 100KPI SLA OLA
KPI SLASLA SLA OLA
■ SLA OLA
SLA SLA OLA
SLA OLA 100
SLA OLAIT
9
KPI100
ITSLA OLA
IT
■
IT
SLA
KPI
SIP ITKPI
1 0
■ IT
100100
100SIP
KPI
KPI
SIPKPI
IT
■
IT
ITIL
1 1
■ SLA
SLASLA
SLA
■
■
1 2
■
■
ITIT
■
IT
IT KPI
KPI KPI
IT KPI
■ KPIKPI IT
1 3
IT
IT IT
IT ITIL
IT
ITIL IT
■
■
■ IT
■ IT
ITIL IT
ITIL KPI
IT
IT ITIL KPI
IT KPI
■
■
■
1 4
1 5
■
■
■
■ IT
■
■
ITIT
KPI KPI ITKPI
IT KPIKPI
KPI 100
KPI
■
KPI IT
KPI 100
SLAOLA
■
IT
CI
CICI
CI
IT
ITIL
1 6
KPI CMDBIT
ITCMDB IT
KPI 100CMDB 100100
■ KPI
IT
ITIT
ITIL
(ROI)
KPI 100
■
IT
1 7
1 8
KPI
KPI 100
■
IT
ITSLA
IT
IT
IT
■
IT
IT
IT
KPI
IT
ITKPI
■
IT
IT
■ KPI IT
IT
KPI
KPI IT
1 9
■
OK IT
IT
ITIL IT
ITIL
■ IT
■
■ IT
■ IT
■
IT
IT SLA
■
2 0
■
IT
IT
■
SLA IT
IT
IT IT
(ROI) (TCO)
2 1
■
ITSIP
■
IT
ITIL IT
■
■
■
■
■
■ IT
■
■
IT KPIIT
2 2
2 3
■ IT
IT
■
SLA
ITITIL
IT
■
■
ITIL
IT
■
IT
ITIT
ITSIP
SIP
2 4
2 5
■ IT
ITSIP
ITIL IT(RFC)
■ IT RFC IT
■ IT
ITIL
■ PC
■ LAN WAN
■
■
■
(CMDB)
IT
ITIL(CSF) (KPI)
2 6
ITIL
■ CDB
■ CDB
■
■ SLM SLA
IT
■
■ IT
■
2 7
2 8
CDB
ITIL(CDB)
ITCDB
CDBCDB
CDB
■ CDBCDB
CDB
CDB
CDBCDB
CDBCDB
■
CDB
■
SLM SLA
SLA
SLA
SLA
SLA
2 9
3 0
SLM
IT
SLASLA SLA
IT
■
SLA
■ SLA OLA
IT
■ SLA
3 1
3 2
■
(CSF)
ITIL (CSF)CSF CSF
IT
IT
■
IT
IT
IT
IT
■ IT
ITIT
CSF
ITIT
URL
■
3 3
3 4
■
ITILITIL ITSM
ITSM
■ ITSM
ITSMITSM
IT
CSF
■
ITSM
CSF ITIL KPIKPI
■
■
■
■
■
■ SLA
■
■
■
IT
■
■
■ SLR
■
3 5
KPI CSF KPI
■ 100
■
■
■ IT100
KPI
■
■
■
IT
■
3 6
4010 50
40
■
■
■ SLA
SLA
ITSLA
3 7
KPI
■
■
■
■
KPI
■
IT
3 8
IT
IT
■
■
■ SLR
■
KPI ITIL
KPI
(SLR) SLR100
SLR
■
SLR SLRSLR
3 9
IT
ITIL
■
■
■
■
■ IT
■
CSF ITIL
CSF
4 0
OLA IT
ITSLA
■
100100
100
IT
4 1
100
■
SLA
■
4 2
SLA
■
IT ITIT
IT
IT
IT
OLA
■ IT
IT
IT
4 3
ITIL
(SIP)
■
4 4
ITIL 50
ITILITIL
KPI
ITIL
IT ITIT
4 5
Malcolm Fry 35 IT ITMalcolm Fry BMC Software
Malcolm IT
HelpDesk Institute
ITIL ITIL
4 6
4 7
BMC SoftwareBMC Software, Inc. (NYSE: BMC) IT
BMC
BMC Software 19802004 14 BMC Software
www.bmc.com
BMCBMC BMC Software, Inc. [NYSE ( ) :BMC] 1988 830OS
www.bmc.com/ja_JP/
