Service Support-英文原版

Preface.........................................................................................................................................- 1 - 1 Introduction...............................................................................................................................- 2 - 1.1 The IT Infrastructure Library.........................................................................................- 2 - 1.1.1 Public domain framework...............................................................................- 2 - 1.1.2 Best practice framework.................................................................................- 3 - 1.1.3 De facto standard............................................................................................- 3 - 1.1.4 Quality approach..............................................................................................- 4 - 1.1.5 itSMF.................................................................................................................- 5 - 1.2 Restructuring the IT Infrastructure Library....................................................................- 5 - 1.3 Target audience..............................................................................................................- 6 - 1.4 Navigating the IT Infrastructure Library........................................................................- 6 - 1.5 Why choose a jigsaw concept?.......................................................................................- 8 - 1.6 The Service Support book..............................................................................................- 8 - 1.7 Service Management......................................................................................................- 9 - 1.8 Customers and Users....................................................................................................- 10 - 1.9 A Code of Practice for IT Service Management – PD0005....................- 10 - 1.10 Service Management: a process approach.................................................................- 11 - 1.11 Recommended reading...................................................................................- 11 - 2 Relationship between processes..............................................................................................- 14 - 2.1 Configuration Management.............................................................................- 14 - 2.2 Change Management....................................................................................................- 16 - 2.3 Release Management...................................................................................................- 16 - 2.4 Incident Management...................................................................................................- 16 - 2.5 Problem Management..................................................................................................- 17 - 2.6 Service Desk................................................................................................................- 17 - 2.7 Service Level Management..........................................................................................- 17 - 2.8 Capacity Management..................................................................................................- 18 - 2.9 Financial Management for IT Services........................................................................- 18 - 2.10 Availability Management...........................................................................................- 18 - 2.11 IT Service Continuity Management...........................................................................- 19 - 2.12 Customer Relationship Management.........................................................................- 19 - 2.13 ICT Infrastructure Management.................................................................................- 19 - 2.14 Application Management...........................................................................................- 19 - 2.15 Security Management................................................................................................- 20 - 2.16 Environmental infrastructure processes.....................................................................- 20 - 2.17 Project Management..................................................................................................- 20 - 3 Getting started.........................................................................................................................- 21 - 3.1 Service Management benefits.........................................................................- 21 - 3.2 A process led approach......................................................................................- 22 - 3.3 Management commitment............................................................................................- 24 - 3.3.1 Aspects of management commitment........................................................- 24 - 3.3.2 Management commitment in the planning stage......................................- 24 - III 3.4 Cultural aspects............................................................................................................- 25 - 3.4.1 What is culture?.............................................................................................- 26 - 3.4.2 Responsibilities..............................................................................................- 27 - 3.4.3 What is meant by ‘service culture’?............................................................- 27 - 3.4.4 How is this relevant to IT service provision?.............................................- 28 - 3.4.5 What do Customers want?...........................................................................- 28 - 3.4.6 Common excuses for conducting ‘business as usual’.............................- 30 - 3.4.7 How much will all this cost?.........................................................................- 31 - 3.4.8 What are the potential benefits of Customer care?..................................- 32 - 3.4.9 Service Management training......................................................................- 32 - 4 The Service Desk....................................................................................................................- 33 - 4.1 Overview......................................................................................................................- 33 - 4.1.1 Why do we need a Service Desk?..............................................................- 34 - 4.1.2 The support problem.....................................................................................- 34 - 4.1.3 Call Centre......................................................................................................- 35 - 4.1.4 Help Desk.......................................................................................................- 36 - 4.1.5 Service Desk..................................................................................................- 36 - 4.1.6 How can a Service Desk help my organisation?......................................- 36 - 4.1.7 Charging for support services......................................................................- 37 - 4.1.8 Business and operational benefits..............................................................- 38 - 4.1.9 The role and direction of the Service Desk................................................- 39 - 4.1.10 Customer interaction...................................................................................- 39 - 4.1.11 Keeping the Customer and User informed..............................................- 40 - 4.1.13 Monitored infrastructure events.................................................................- 44 - 4.1.14 Actioned infrastructure Incidents...............................................................- 44 - 4.1.15 Infrastructure Incident model.....................................................................- 44 - 4.1.16 Benefits.........................................................................................................- 45 - 4.1.17 Use of Internet technology.........................................................................- 45 - 4.2 Implementing a Service Desk infrastructure................................................................- 46 - 4.2.1 Staff resourcing..............................................................................................- 46 - 4.2.2 Target effectiveness metrics........................................................................- 47 - 4.2.3 Key considerations........................................................................................- 47 - 4.2.4 Selecting the right Service Desk structure.................................................- 48 - 4.2.5 Types of Service Desk structure.................................................................- 48 - 4.2.6 Local Service Desk considerations.............................................................- 48 - 4.2.7 Central Service Desk considerations.........................................................- 49 - 4.2.8 Virtual Service Desk considerations...........................................................- 50 - 4.2.9 Service Desk Configuration considerations...............................................- 52 - 4.2.10 Global ‘follow the sun’ support..................................................................- 52 - 4.2.11 Incident classification..................................................................................- 53 - 4.2.12 Classification Process Review..................................................................- 54 - 4.3 Service Desk technologies...........................................................................................- 54 - 4.3.1 The computerised Service Desk.................................................................- 55 - 4.3.2 Computerised Service Desk benefits.........................................................- 55 - IV 4.3.3 Build or buy?..................................................................................................- 56 - 4.3.4 Running in a multiplatform environment....................................................- 56 - 4.3.5 Running in a Wide-Area Network (WAN) infrastructure..........................- 57 - 4.3.6 Intelligent phone systems, voicemail and email usage............................- 57 - 4.3.7 Deploying a self-service strategy................................................................- 57 - 4.3.8 Critical success factors.................................................................................- 58 - 4.3.9 Implementation considerations....................................................................- 59 - 4.3.10 Outsourcing a Service Desk......................................................................- 60 - 4.4 Service Desk responsibilities, functions, staffing levels etc.........................................- 61 - 4.4.1 Service Desk functions.................................................................................- 61 - 4.4.2 Which Requests should be registered........................................................- 62 - 4.4.3 Service Desk empowerment........................................................................- 62 - 4.4.4 Escalation management...............................................................................- 63 - 4.4.5 Service Desk staffing levels.........................................................................- 65 - 4.4.6 Staff turnover considerations.......................................................................- 66 - 4.4.7 Workload monitoring...................................................................................- 66 - 4.4.8 Customer satisfaction analysis and surveys.............................................- 67 - 4.4.9 Service Desk resourcing for smaller support units...................................- 68 - 4.4.10 Second-line staff awareness......................................................................- 68 - 4.4.11 Identifying training needs...........................................................................- 69 - 4.4.12 Call rate reduction.......................................................................................- 69 - 4.4.13 Workload definitions request types...........................................................- 69 - 4.5 Service Desk staffing skill set......................................................................................- 70 - 4.5.1 Major Customer requirements.....................................................................- 71 - 4.5.2 Fix rates..........................................................................................................- 71 - 4.6 Setting up a Service Desk environment.......................................................................- 71 - 4.6.1 Service Desk environment considerations..............................................- 72 - 4.6.2 Defining your services..................................................................................- 72 - 4.6.3 Service Desk pre-Release requirements...................................................- 73 - 4.6.4 Advertising and selling the Service Desk...................................................- 74 - 4.6.5 Quick wins......................................................................................................- 75 - 4.7 Service Desk education and training............................................................................- 75 - 4.7.1 Soft skills.........................................................................................................- 76 - 4.7.2 Managerial focus...........................................................................................- 76 - 4.7.3 Service Desk staff profile..............................................................................- 77 - 4.7.4 Service staff responsibilities and mindset..................................................- 78 - 4.7.5 Working with Customers...............................................................................- 78 - 4.7.6 Active listening...............................................................................................- 80 - 4.7.7 Service Desk staff training............................................................................- 81 - 4.8 Service Desk processes and procedures.......................................................................- 81 - 4.8.1 Considerations...............................................................................................- 81 - 4.8.2 Common structured interrogation technique.............................................- 82 - 4.8.3 Customer details and identification.............................................................- 82 - 4.8.4 Maintaining the Customer database...........................................................- 83 - V 4.8.5 Marketing the Service Desk amongst Customers....................................- 83 - 4.9 Incident reporting and review......................................................................................- 84 - 4.9.1 Effective workload analyses.........................................................................- 85 - 4.9.2 Frequency of reporting and review.............................................................- 86 - 4.9.3 Archiving Service Desk records...................................................................- 87 - 4.10 Conclusions................................................................................................................- 88 - 4.10.1 Critical success factors...............................................................................- 88 - 4.10.2 Service Desk implementation guidance...................................................- 88 - Annex 4A: Sample Release document.......................................................................................- 88 - 5 Incident Management..............................................................................................................- 91 - 5.1 Goal of Incident Management......................................................................................- 91 - 5.2 Scope of Incident Management......................................................................- 91 - 5.3 Basic concepts............................................................................................................- 93 - 5.3.1 Incident Handling...........................................................................................- 93 - 5.3.2 First, second- and third-line support...........................................................- 95 - 5.3.3 Functional versus hierarchical escalation..................................................- 96 - 5.3.4 Priority.............................................................................................................- 97 - 5.3.5 Relationship between Incidents, Problems, Known Errors and RFCs..- 98 - 5.4 Benefits of Incident Management...............................................................- 100 - 5.5 Planning and implementation.....................................................................................- 101 - 5.5.1 Timing and planning....................................................................................- 101 - 5.5.2 Critical success factors...............................................................................- 102 - 5.5.3 Possible problem areas..............................................................................- 102 - 5.6 Incident Management activities.................................................................................- 102 - 5.6.1 Incident detection and recording...............................................................- 103 - 5.6.2 Classification and initial support................................................................- 104 - 5.6.3 Investigation and diagnosis........................................................................- 107 - 5.6.4 Resolution and recovery.............................................................................- 108 - 5.6.5 Incident closure............................................................................................- 109 - 5.6.6 Ownership, monitoring, tracking and communication............................- 110 - 5.7 Handling of major Incidents.......................................................................................- 111 - 5.8 Roles of the Incident Management process................................................................- 112 - 5.8.1 Incident Manager.........................................................................................- 112 - 5.8.2 Incident-handling support staff..................................................................- 112 - 5.9 Key Performance Indicators..........................................................................- 113 - 5.10 Tools.....................................................................................................................- 113 - Annex 5A: Example coding system for Incident/request classification...........................- 114 - Annex 5B: Example of a priority coding system.............................................................- 115 - Annex 5C: Data requirements for service Incident records.............................................- 115 - Annex 5D: The process of Incident investigation............................................................- 116 - Annex 5E: Incident handling on the Service Desk (flow)................................................- 117 - 6 Problem Management...........................................................................................................- 119 - 6.1 Goal of Problem Management...................................................................................- 119 - 6.2 Scope of Problem Management....................................................................- 119 - VI 6.3 Basic concepts............................................................................................................- 120 - 6.3.1 What is the difference between Incident Management and Problem Management?........................................................................................................- 121 - 6.3.2 Problem control............................................................................................- 122 - 6.3.3 Error control..................................................................................................- 122 - 6.3.4 Proactive Problem Management...............................................................- 123 - 6.3.5 Completion of major Problem reviews.....................................................- 123 - 6.4 Benefits of Problem Management..............................................................................- 123 - 6.5 Planning and implementation.....................................................................................- 124 - 6.5.1 Timing and planning....................................................................................- 124 - 6.5.2 Key success factors....................................................................................- 125 - 6.5.3 Risks..............................................................................................................- 125 - 6.6 Problem control activities..........................................................................................- 125 - 6.6.1 Problem identification and recording........................................................- 128 - 6.6.2 Problem classification.................................................................................- 129 - 6.6.3 Problem investigation and diagnosis........................................................- 132 - 6.6.4 Tips on Problem control..............................................................................- 133 - 6.7 Error control activities...............................................................................................- 134 - 6.7.1 Error identification and recording..............................................................- 135 - 6.7.2 Error assessment........................................................................................- 135 - 6.7.3 Error resolution recording...........................................................................- 137 - 6.7.4 Error closure.................................................................................................- 137 - 6.7.5 Problem/error resolution monitoring.........................................................- 137 - 6.7.6 Tips on error control....................................................................................- 138 - 6.8 Proactive Problem Management................................................................................- 139 - 6.8.1 Trend Analysis..............................................................................................- 139 - 6.8.2 Targeting preventive action........................................................................- 140 - 6.8.3 Tips on proactive Problem Management.................................................- 141 - 6.8.4 Major Problem reviews...............................................................................- 141 - 6.9 Providing information to the support organisation.....................................................- 141 - 6.9.1 Providing management information..........................................................- 142 - 6.9.2 Cascading information................................................................................- 142 - 6.10 Metrics.....................................................................................................................- 142 - 6.10.1 Problem/error control reporting...............................................................- 143 - 6.10.2 Periodic audits...........................................................................................- 144 - 6.10.3 Tips on metrics...........................................................................................- 144 - 6.11 Roles within Problem Management.........................................................................- 145 - 6.11.1 Problem Manager......................................................................................- 145 - 6.11.2 Problem support........................................................................................- 146 - Annex 6A: An example of a coding structure for Problems/error categorisation............- 146 - Annex 6B: Kepner and Tregoe analysis...........................................................................- 147 - Defining the Problem............................................................................................- 148 - Describing the Problem........................................................................................- 148 - Establishing possible causes...............................................................................- 149 - VII Testing the most probable cause........................................................................- 149 - Verifying the true cause........................................................................................- 149 - Annex 6C: Ishikawa Diagrams........................................................................................- 149 - 7 Configuration Management..................................................................................................- 151 - 7.1 Goal of Configuration Management............................................................- 151 - 7.2 Scope of Configuration Management.........................................................- 151 - 7.3 Basic concepts............................................................................................................- 152 - 7.3.1 Configuration Management planning.......................................................- 152 - 7.3.2 Configuration identification and CIs..........................................................- 153 - 7.3.3 Configuration control...................................................................................- 154 - 7.3.4 Configuration status accounting................................................................- 154 - 7.3.5 Configuration verification and audit..........................................................- 154 - 7.3.6 Configuration baseline................................................................................- 154 - 7.3.7 Configuration Management Database......................................................- 155 - 7.3.8 Software and document libraries...............................................................- 156 - 7.3.9 Definitive Software Library.........................................................................- 156 - 7.3.10 Licence management...............................................................................- 156 - 7.4 Benefits and possible problems..................................................................................- 157 - 7.4.1 Benefits.........................................................................................................- 157 - 7.4.2 Possible problems.......................................................................................- 158 - 7.5 Planning and implementation.....................................................................................- 159 - 7.5.1 Initial planning..............................................................................................- 160 - 7.5.2 Agreement on purpose, objectives, scope, priorities and implementation approach aligned with business objectives.......................................................- 160 - 7.5.3 Appointment of a Configuration Manager and planning a Configuration Management team................................................................................................- 162 - 7.5.4 Analysis of existing systems......................................................................- 163 - 7.5.5 Developing Configuration Management plans and systems design....- 163 - 7.5.6 Detailed planning for implementation.......................................................- 164 - 7.5.7 Populating the CMDB and DSL...............................................................- 167 - 7.5.8 Cutover to new processes..........................................................................- 168 - 7.5.9 Other implementation considerations.......................................................- 169 - 7.5.10 Costs...........................................................................................................- 169 - 7.6 Activities....................................................................................................................- 171 - 7.6.1 Configuration management planning.......................................................- 171 - 7.6.2 Configuration identification.......................................................................- 172 - 7.6.3 Control of CIs...............................................................................................- 180 - 7.6.4 Configuration status accounting................................................................- 185 - 7.6.5 Configuration verification and audit..........................................................- 186 - 7.6.6 CMDB back-ups, archives and housekeeping........................................- 187 - 7.6.7 Providing a Configuration Management service.....................................- 187 - 7.7 Process control...........................................................................................................- 188 - 7.7.1 Management reporting................................................................................- 188 - 7.7.2 Key performance indicators.......................................................................- 189 - VIII 7.8 Relations to other processes.........................................................................- 190 - 7.9 Tools specific to the Configuration Management process..........................................- 193 - 7.9.1 Configuration Management system..........................................................- 193 - 7.9.2 Software Configuration Management.......................................................- 194 - 7.9.3 Change Management and Release Management support...................- 195 - 7.9.4 Configuration auditing.................................................................................- 195 - 7.9.5 Enterprise system and tools......................................................................- 195 - 7.9.6 Other tools....................................................................................................- 196 - 7.10 Impact of new technology...........................................................................- 197 - 7.11 Guidance on Configuration Management................................................................- 197 - 7.11.1 Level of control...........................................................................................- 197 - 7.11.2 Versions or Variants?................................................................................- 198 - 7.11.3 Selection of Configuration Management tools......................................- 199 - Annex 7A: The central function for Change, Configuration and Release Management..- 199 - Setting up a Change, Configuration and Release Management function.....- 200 - Annex 7B: Specific responsibilities of the Configuration Management team.................- 204 - Configuration Manager responsibilities..............................................................- 204 - Configuration Librarian responsibilities..............................................................- 206 - Annex 7C: Suggested CI attributes..................................................................................- 207 - 8 Change Management.............................................................................................................- 208 - 8.1 Goal of Change Management.....................................................................................- 208 - 8.1.1 Purpose.........................................................................................................- 208 - 8.1.2 Best practice.................................................................................................- 208 - 8.1.3 Program/project management and Change Management....................- 209 - 8.2 Scope of Change Management...................................................................................- 209 - 8.2.1 Why Change is important...........................................................................- 212 - 8.2.2 Boundaries between Incident resolution and Change Management...- 213 - 8.2.3 Application development and Change Management.............................- 214 - 8.2.4 Business change and Change Management..........................................- 215 - 8.3 Basic concepts............................................................................................................- 215 - 8.3.1 Requests for Change................................................................................- 219 - 8.3.2 Change Advisory Board............................................................................- 220 - 8.3.3 Change metrics............................................................................................- 222 - 8.3.4 The Forward Schedule of Change, and Change models....................- 222 - 8.3.5 Outsourcing and Change Management...................................................- 224 - 8.3.6 Critical outage plan......................................................................................- 225 - 8.4 Benefits, costs and possible problems........................................................................- 226 - 8.4.1 Benefits.........................................................................................................- 226 - 8.4.2 Costs.............................................................................................................- 226 - 8.4.3 Possible problems.......................................................................................- 227 - 8.5 Activities....................................................................................................................- 229 - 8.5.1 Planning the implementation of operational processes.........................- 229 - 8.5.2 Change logging and filtering......................................................................- 229 - 8.5.3 Allocation of priorities................................................................................- 230 - IX 8.5.4 Change categorisation................................................................................- 231 - 8.5.5 CAB meetings............................................................................................- 232 - 8.5.6 Impact and resource assessment.............................................................- 233 - 8.5.7 Change approval.........................................................................................- 235 - 8.5.8 Change scheduling......................................................................................- 235 - 8.5.9 Change building, testing and implementation.......................................- 237 - 8.5.10 Urgent Changes........................................................................................- 238 - 8.5.11 Urgent Change building, testing and implementation..........................- 240 - 8.5.12 Change review.........................................................................................- 241 - 8.5.13 Reviewing the Change Management process for efficiency and effectiveness..........................................................................................................- 242 - 8.5.14 Roles and responsibilities......................................................................- 243 - 8.5.15 Establishing a Change Advisory Board..................................................- 244 - 8.6 Planning and implementation.....................................................................................- 245 - 8.6.1 Designating the Change Manager role....................................................- 245 - 8.6.2 Deciding on a Change Management system........................................- 245 - 8.6.3 Planning system reviews............................................................................- 246 - 8.6.4 Implementation planning............................................................................- 246 - 8.6.5 Guidance.......................................................................................................- 246 - 8.7 Metrics and management reporting..........................................................................- 249 - 8.7.1 Auditing for compliance..............................................................................- 250 - 8.8 Software tools...................................................................................................- 251 - 8.9 Impact of new technology..........................................................................................- 252 - 8.9.1 The business domain..................................................................................- 252 - 8.9.2 Technology....................................................................................................- 254 - 9 Release Management............................................................................................................- 256 - 9.1 Goal of Release Management........................................................................- 256 - 9.2 Scope of Release Management.....................................................................- 257 - 9.3 Basic concepts............................................................................................................- 258 - 9.3.1 Release.........................................................................................................- 258 - 9.3.2 Release policy and planning......................................................................- 259 - 9.3.3 Release unit.................................................................................................- 260 - 9.3.4 Release identification..................................................................................- 261 - 9.3.5 Types of Release.........................................................................................- 261 - 9.3.6 Definitive Software Library.........................................................................- 263 - 9.3.7 Definitive Hardware Store (DHS)..............................................................- 264 - 9.3.8 Configuration management Database (CMDB)......................................- 265 - 9.3.9 Build management......................................................................................- 265 - 9.3.10 Testing.........................................................................................................- 265 - 9.3.11 Back-Out plans..........................................................................................- 266 - 9.4 Benefits and possible problems..................................................................................- 267 - 9.4.1 Benefits.........................................................................................................- 267 - 9.4.2 Possible problems.......................................................................................- 268 - 9.5 Planning and implementation.....................................................................................- 269 - X 9.5.1 Planning........................................................................................................- 270 - 9.5.2 Implementation............................................................................................- 278 - 9.5.3 Costs.............................................................................................................- 279 - 9.6 Activities....................................................................................................................- 280 - 9.6.1 Release planning.........................................................................................- 280 - 9.6.2 Designing, building and configuring a Release.......................................- 281 - 9.6.3 Release acceptance....................................................................................- 283 - 9.6.4 Rollout planning...........................................................................................- 284 - 9.6.5 Communication, preparation and training................................................- 287 - 9.6.6 Distribution and installation........................................................................- 288 - 9.7 Process control...........................................................................................................- 289 - 9.7.1 Key performance indicators.......................................................................- 289 - 9.7.2 Management reporting................................................................................- 290 - 9.8 Relations to other processes.......................................................................................- 290 - 9.8.1 Configuration Management........................................................................- 290 - 9.8.2 Change Management.................................................................................- 291 - 9.8.3 Software from Developers and suppliers.................................................- 291 - 9.8.4 Problem Management and the Service Desk..........................................- 291 - 9.8.5 Project Management and PRINCE2.........................................................- 292 - 9.9 Tools specific to the Release Management process...................................................- 292 - 9.9.1 Change Management tools........................................................................- 292 - 9.9.2 Configuration Management tools..............................................................- 292 - 9.9.3 Software Configuration Management (SCM) tools.................................- 292 - 9.9.4 Build management tools.............................................................................- 293 - 9.9.5 Electronic software distribution..................................................................- 294 - 9.9.6 Software and hardware auditing tools......................................................- 296 - 9.9.7 Desktop management tools.......................................................................- 296 - 9.9.8 Server management tools..........................................................................- 296 - 9.10 Impact of New Technology......................................................................................- 297 - 9.10.1 The future of support tools.......................................................................- 297 - 9.10.2 ‘Thin client’...............................................................................................- 297 - 9.10.3 Multi-tier systems......................................................................................- 297 - 9.10.4 Internet applications..................................................................................- 298 - 9.10.5 Software updates via the Internet...........................................................- 299 - 9.11 Guidance for successful Release Management........................................................- 300 - 9.11.1 Configuration Management......................................................................- 300 - 9.11.2 Change Management...............................................................................- 301 - 9.11.3 Release Management...............................................................................- 301 - 9.11.4 Application design issues.........................................................................- 302 - 9.11.5 The positioning of software: what to put where.....................................- 302 - Annex 9A: Checklist to use when reviewing rollout plans..............................................- 303 - Annex 9B: Sample Release Management objectives for distributed systems..................- 304 - 10 Service Management software tools...................................................................................- 306 - 10.1 Types of tools....................................................................................................- 307 - XI 10.2 Summary of tool-evaluation criteria........................................................................- 307 - 10.2.1 Service Management tools......................................................................- 308 - 10.3 Product training........................................................................................................- 309 - 11 Planning for the Implementation of Service Management..................................................- 310 - 11.1 A Service Management project..................................................................- 310 - 11.2 Feasibility study.......................................................................................................- 311 - 11.3 Assessing the current situation.................................................................................- 311 - 11.3.1 Introduction.................................................................................................- 311 - 11.3.2 A ‘health check’..........................................................................................- 311 - 11.4 General guidelines on project planning....................................................................- 313 - 11.4.1 Project characteristics...............................................................................- 313 - 11.4.2 Business case for the project...................................................................- 314 - 11.4.3 Critical success factors and possible Problems....................................- 314 - 11.4.4 Project costs...............................................................................................- 315 - 11.4.5 Organisation...............................................................................................- 316 - 11.4.6 Products......................................................................................................- 316 - 11.4.7 Planning......................................................................................................- 317 - 11.4.8 Communication plan.................................................................................- 317 - 11.5 Project review and management reporting...............................................................- 318 - 11.5.1 Progress reporting.....................................................................................- 319 - 11.5.2 Evaluation of the project...........................................................................- 319 - 11.5.3 Post-project review....................................................................................- 320 - 11.5.4 Auditing for compliance using quality parameters................................- 320 - 11.5.5 Auditing for improvement using key performance indicators..............- 321 - 11.5.6 Management reporting..............................................................................- 322 - 12 Bibliography.......................................................................................................................- 323 - 12.1 References................................................................................................................- 323 - 12.2 Other Sources...........................................................................................................- 328 - Appendix A: Terminology........................................................................................................- 329 - A.1 List of acronyms.................................................................................................- 329 - A.2 Glossary of terms...............................................................................................- 330 - Appendix B: Process theory and practice................................................................................- 337 - B.1 Process theory............................................................................................................- 337 - B.1.1 The product-oriented organisation............................................................- 337 - B.1.2 Moving towards a process-oriented organisation..................................- 338 - B.1.3 The process approach................................................................................- 338 - B.2 Process modelling case study: Service Support example..........................................- 340 - B.2.1 Introduction..................................................................................................- 340 - B.2.2 The approach...............................................................................................- 341 - B.2.3 Process analysis.........................................................................................- 342 - B.2.4 Conclusion...................................................................................................- 344 - Appendix C: Implementing Service Management processes – issues to consider...................- 345 - C.1 Process implementation..................................................................................- 345 - C.2 Applicability / scalability...........................................................................................- 346 - XII C.2.1 Large and small IT units.............................................................................- 346 - C.3 Process implementation projects: a checklist............................................................- 346 - C.3.1 Procedures...................................................................................................- 347 - C.3.2 Dependencies.............................................................................................- 347 - C.3.3 People...........................................................................................................- 347 - C.3.4 Timing...........................................................................................................- 348 - C.4 Impact on an organisation.........................................................................................- 348 - C.4.1 Hierarchical structure.................................................................................- 348 - C.4.2 Matrix organisation.....................................................................................- 348 - C.4.3 Self-learning teams (coaching management).........................................- 349 - C.5 Benchmarking.....................................................................................................- 349 - C.6 A sample implementation strategy.............................................................................- 350 - C.6.1 Phase 1:.......................................................................................................- 350 - C.6.2 Phase 2:.......................................................................................................- 350 - C.6.3 Phase 3:.......................................................................................................- 351 - C.6.4 Phase 4:.......................................................................................................- 351 - C.6.5 Phase 5:.......................................................................................................- 351 - C.6.6 Phase 6:.......................................................................................................- 351 - C.7 Process improvement.......................................................................................- 352 - Appendix D: Quality................................................................................................................- 353 - D.1 Quality Management.................................................................................................- 353 - D.1.1 Deming.........................................................................................................- 353 - D.1.2 Juran.............................................................................................................- 354 - D.1.3 Crosby..........................................................................................................- 355 - D.1.4 Six Sigma.....................................................................................................- 356 - D.2 Formal quality initiatives..........................................................................................- 357 - D.2.1 Quality standards........................................................................................- 357 - D.2.2 Total Quality Systems: EFQM...................................................................- 358 - D.2.3 Quality awards.............................................................................................- 359 - Appendix E: Example cost-benefit analysis for Service Management processes....................- 362 - Appendix F: The Service Support process model....................................................................- 365 - Other Information Sources and Services..................................................................................- 366 - The IT Service Management Forum (itSMF)...................................................................- 366 - ITIL training and professional qualifications...................................................................- 366 -