ITIL 服务经理考试指南: 7.0 流程关系(2)

SLM

FM

AVM

CAM

SCM

INM

Incident recorders

Incidents for charging.

Incidents recorders

Incident recorders

Incident recorders

PRM

Problem recorders

Problem for charging.

Problem information

Problem information

Historical data

COM

CI Information & relationship

CI information & Relationship. Asset/Cost info.

CI Information & Relationship

CI Information & Relationship

CI Information & Relationship, Core infrastructure.

CHM

RFC ( tobe analyzed for impact analysis to existingSLA)

RFC ( cost analysis)

RFC ( to be analyzed for impact analysis to existing availability design)

Service availability impact due to planned change.

RFC (to be analyzed for impact to existing capacity plan )

Ref ( to be analyzed for impact analysis for existing ITSCM plan. )

RLM

Release Notification

Cost information – resource usage.

Package release, release plan.

Release plan

Release for risk reduction items.

SLM

X

IT service requirement (SLA, service stratifications ) Expectation/ Obligations

IT service requirements (SLA, service specifications)

IT Service requirement (SLA, service specifications )

IT Service requirements, Obligations. (SLA, service specifications)

FM

Cost analysis ( cost associated with providing an IT service ). Charging Policy

X

Cost analysis, Cost estimation of AV plan.

Cost analysis

Cost analysis

AVM

Availability Design, Availability Reports. Targets.

Availability Design Criteria and requirement, Cost of non-availability, justifications

X

Availability Design Criteria and Requirement, CIFA, Resilience Needs

Availability Design Criteria and Requirement. Risk reduction measures. CIFA

CAM

Capacity Plan, Capacity Performance Level. Support, SIP

Capacity Requirements. Charging Policy

Capacity Plan for Resilience. Needs.

X

Capacity requirements. Min capacity.

SCM

IT SCM Plan

Continuity requirements

BIA, VBF

Capacity requirements

X