服务管理(服务,SLA,合同)模块

IT服务管理(ITSM)是基于流程的实践,旨在使IT服务的交付与企业的需求保持一致。其中一部分是服务目录中的管理,该目录定义了服务,SLA和与最终用户(或客户)的合同。

该模块允许服务经理定义服务目录的所有部分:

  • 服务
  • 服务子类别
  • SLA & SLT
  • 客户合约
  • 提供者合约

务管理与工单管理体系集成在一起:

  • 当为给定的客户创建工单时,处理人员可以在为此客户定义的服务列表中选择服务。
  • 工单截止日期是在与客户签署的SLA上计算依赖的。

在iTop中,可以通过两种方法来管理服务目录:

  • 服务管理(服务,SLA,合同)
  • 适用于服务提供商的服务管理(服务,SLA,合同)

第一个用于管理单个公司内的服务,而第二个用于服务提供者。两个模块都提供相同的要管理的元素,不同之处在于这些元素之间的关系。在以下各节中,我们将描述这些差异。

合同类型

合同类型允许您定义客户和供应商合同的类型,以便将它们重新分组。例如:

  • 硬件合同
  • 维护合同
  • 外包合同

合同类型属性

名称类型强制性的吗?
名称字母数字字符串

客户合同

客户合同允许您定义客户已购买(请求)了哪些服务以及与这些服务相对应的SLA。默认情况下,iTop中未定义工作时段。

可以记录给定客户的多个合同。对于每个客户合同,您可以链接文档以及与之相关的联系人。

客户合同属性

名称类型强制性的吗?
名称字母数字字符串
客户一个(n)组织的外键
描述多行字符串没有
开始日期日期(年月日)没有
结束日期日期(年月日)没有
成本字母数字字符串没有
币种可能的值:美元,欧元没有
帐单频率字母数字字符串没有
成本单元字母数字字符串没有
提供者一个(n)组织的外键
状况可能的值:实施,已过时,生产没有
合同型合同类型的外键没有

标签

标签描述
联络人客户合同的所有触点
文件资料该客户合同的所有文档
服务为此合同购买的所有服务

如果您已经安装了服务管理for Providers模块,那么还有两个附加选项卡:

标签描述
提供者合约所有提供者合同均支持该服务
依赖于配置项提供此服务的所有配置项目

创建一个客户合同

菜单“客户合同”提供了已定义的客户合同的列表。只需单击“新建”按钮即可创建一个新的。

选项卡“服务”显示了为此设备提供给客户的服务列表。您可以为每个服务指定适用的SLA。

https://www.itophub.io/wiki/media?w=800&tok=f5ca39&media=2_7_0%3Adatamodel%3Aservicemgmt_service_sla.png

交付模式

交付模式定义了哪些团队向一组组织(客户)提供支持和服务。它也可以用来记录角色的关键人员:*服务经理*首席技术官*帮助台经理

几个客户可以共享同一个交付模式。但是,定义多个交付模型可能很有用,特别是如果您想限制分派和工单可以使用的团队数量。

给定客户的交付模式用于标识您可以为哪个团队分派和工单。

如果没有为给定的客户定义交付模式,则您将无法为该客户创建工单。

交付模式属性

名称类型强制性的吗?
名称字母数字字符串
组织一个(n)组织的外键
描述多行字符串没有

标签

标签描述
联络人交付模式的所有联系人(团队和人)
顾客所有拥有此交付模型的客户

创建一个交付模式

菜单“交付模型”提供了已定义的交付模型的列表。只需单击“新建”按钮即可创建一个新的。

供应商合同

供应商合同允许您记录与提供商之间的所有合同(支持,维护,硬件合同等)。这有助于您快速检索此类信息并更好地管理合同的流程续订。

您还可以链接供应商合同涵盖的配置项目。对于每个客户合同,您可以链接文档以及与之相关的联系人。

供应商合同属性

名称类型强制性的吗?
名称字母数字字符串
客户一个(n)组织的外键
描述多行字符串没有
开始日期日期(年月日)没有
结束日期日期(年月日)没有
合同型合同类型的外键没有
成本字母数字字符串没有
币种可能的值:美元,欧元没有
帐单频率字母数字字符串没有
成本单元字母数字字符串没有
提供者一个(n)组织的外键
斯拉字母数字字符串没有
服务时间字母数字字符串没有
状况可能的值:实施,已过时,生产没有

标签

标签描述
联络人客户合同的所有触点
文件资料该客户合同的所有文档
配置项供应商合同涵盖的所有配置项目

创建一个供应商合同

菜单“供应商合同”提供了已定义的提供者合同的列表。只需单击“新建”按钮即可创建一个新的。

斯拉

服务级别协议(SLA)是一组SLT。它为给定的服务集在提供者和客户之间定义了协议。

每个IT部门都可以定义自己的SLA列表。

SLA属性

名称类型强制性的吗?
名称字母数字字符串
提供者一个(n)组织的外键
描述多行字符串没有

标签

标签描述
SLT此SLA的所有服务级别目标
客户合约所有使用此SLA的客户合约

创建一个SLA

菜单“ SLA”提供了已定义的服务级别协议的列表。只需单击“新建”按钮即可创建一个新的。

SLT

服务级别目标(SLT)允许您为必须遵守的协议定义度量。默认情况下,建议使用两种类型的度量标准来建议iTop:

  • 有时间(TTO):这是从创建工单到将其放入账号(将分派转换为处理人员)之间的时间。
  • 解决(TTR)的时间:这是创建工单到到达解决的时间。

SLT由以下方式定义:

  • 一个名字
  • 指标的类型
  • 请求类型
  • 请求的优先级

SLT属性

名称类型强制性的吗?
名称字母数字字符串
优先级可能的值:临界,高,中,低没有
请求类型可能的值:事件,服务请求没有
指标可能的值:TTO,TTR没有
价值价值数值(可以为负)没有
单元可能的值:小时,分钟没有

创建一个SLT

菜单“ SLT”提供了已经定义的服务级别目标的列表。只需单击“新建”按钮即可创建一个新的。

服务

这些服务是服务目录的基础。它们用于记录一个或多个IT部门可以提供的所有服务。例如:

  • 应用管理
  • 台式机和终端用户管理
  • 网络管理
  • 系统管理

每个IT提供者都可以定义自己的服务列表。服务用于表征用户请求或事件。

使用增强门户后,必须将服务分为服务系列。

对于每个服务,您可以记录以下内容:

  • 交付服务所需的配置项目
  • 提供者合约,其中服务为依赖

服务属性

名称类型强制性的吗?
名称字母数字字符串
提供者一个(n)组织的外键
服务族一个(n)服务族的外键没有
描述多行字符串没有
状况可能的值:实施,已过时,生产没有

标签

标签描述
服务子类别服务的所有子类别
文件资料链接到服务的所有文档
联络人服务的所有触点
客户合约购买了此服务的所有客户合约
提供者合约所有提供者合同均支持该服务
依赖于配置项提供此服务的所有配置项目

如果您已经安装了服务管理for Providers模块,则选项卡“提供者合同”和“依赖于配置项”在客户合约 

创建一个服务

菜单“服务”提供服务列表。只需单击“新建”按钮即可创建一个新的。

服务族

服务族是服务目录树结构中的第一级。

服务族属性

名称类型强制性的吗?
名称字母数字字符串

标签

标签描述
服务类别中的所有服务

服务子目录

服务子类别用于更精确地定义服务。例如,您可以为服务服务定义以下子目录:

  • 故障排除
  • 订购新的服务器
  • 配置一个新的虚拟机
  • 换一个服务器

服务子目录与用户请求的类型(事件或服务请求)有关。这样做是为了自动执行用户请求或用户的鉴证。

服务子目录属性

名称类型强制性的吗?
名称字母数字字符串
服务一个(n)服务的外键
提供者字段映射到外键
状况可能的值:实施,已过时,生产没有
请求类型可能的值:事件,服务请求
提供者名称字段映射到外键
描述多行字符串没有

创建一个服务子目录

菜单“服务子类别”提供服务子类别的列表。只需单击“新建”按钮即可创建一个新的。

必须定义服务族,服务和服务子类别这3个级别,这样门户用户才能在门户中提交新请求,否则,他们将获得“无服务”
他们无法获得服务的原因还有很多,但这就是其中之一。

原贴链接:https://www.itophub.io/wiki/page?id=2_7_0%3Adatamodel%3Aitop-service-mgmt


Service Management (services, SLAs, contracts) Module

IT Service Management (ITSM) is a process-based practice intended to align the delivery of IT services with needs of the enterprise. Part of this, is the management of the service catalog that defines servicesSLA and contracts with the end users (or customers).

This module allows a service manager to define all the pieces of the service catalog:

  • Service

  • Service subcategories

  • SLA & SLT

  • Customer contracts

  • Provider contracts

The service management is integrated with the ticket management system:

  • When creating a ticket for a given customer, the agent can select the service amongst the list of services defined for this customer.

  • Ticket deadlines are computed depending on the SLA signed with the customer.

There is two alternatives to manage the service catalog in iTop:

  • Service Management (services, SLAs, contracts)

  • Service Management (services, SLAs, contracts) for Service providers

The first one is used to manage service within a single company, whereas the second is desgined for service providers. Both modules provides the same elements to be managed, the differences are the relationships between those elements. In the sections below we describe those differences.

Contract Type

The contract type allows you to define a typology for the customer and provider contract in order to regroup them. For instance:

  • Hardware contract

  • Maintenance contract

  • Outsourcing contract

Contract Type Properties

NameTypeMandatory?
NameAlphanumeric stringYes

Customer Contract

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclassicon_customercontract.pngA customer contract allows you to define which services have been purchased (requested) by a customer and what are the SLA corresponding to those services. By default, no coverage window is defined in iTop.

It is possible to document several contracts for a given customer. For each customer contracts you can link documents, and contacts related to it.

Customer Contract Properties

NameTypeMandatory?
NameAlphanumeric stringYes
CustomerForeign key to athumb_down OrganizationYes
DescriptionMultiline character stringNo
Start dateDate (year-month-day)No
End dateDate (year-month-day)No
CostAlphanumeric stringNo
Cost CurrencyPossible values: Dollars, EurosNo
Billing frequencyAlphanumeric stringNo
Cost unitAlphanumeric stringNo
ProviderForeign key to athumb_down OrganizationYes
StatusPossible values: implementation, obsolete, productionNo
Contract typeForeign key to athumb_down Contract TypeNo

Tabs

TabDescription
ContactsAll the contacts for this customer contract
DocumentsAll the documents for this customer contract
ServicesAll the services purchased for this contract

If you have installed the Service Management for Providers module, there are 2 additional tabs:

TabDescription
Provider contractsAll the provider contracts to support this service
Depends on CIsAll the configuration items that are used to provide this service

Creating a Customer Contract

The menu “Customer contract” provides a list of already defined customer contracts. Just click on the button “New” to create a new one.

The tab “Services” display the list of services provided to the customer for this contrat. You can specify for each service which SLA is applicable.

https://www.itophub.io/wiki/media?w=800&tok=f5ca39&media=2_7_0%3Adatamodel%3Aservicemgmt_service_sla.png

Delivery Model

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclassicon_deliverymodel.pngdelivery model defines which teams are providing support and services to a set of organizations (customers). It can be used also to document key people with their role: * Service Manager * Chief technology officer * Helpdesk manager

Several customers can share the same delivery model. Nevertheless, it may be useful to define several delivery models, especially if you want to limit the number of teams to which you can assign a ticket.

The delivery model of a given customer is used to identify to which team you can assign a ticket for this one.

If no delivery model is defined for a given customer, then you will not be able to create tickets for that customer.

Delivery Model Properties

NameTypeMandatory?
NameAlphanumeric stringYes
OrganizationForeign key to athumb_down OrganizationYes
DescriptionMultiline character stringNo

Tabs

TabDescription
ContactsAll the contacts (Teams and Person) for this delivery model
CustomersAll the customers having this delivering model

Creating a Delivery Model

The menu “Delivery models” provides a list of already defined delivery models. Just click on the button “New” to create a new one.

Provider Contract

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclassicon_providercontract.pngA provider contract allows you to document all the contracts you have with your providers (Support, maintenance, hardware contracts, etc.) This helps you to retrieve quickly such information and better manage the contract renewal process.

You can also link configuration items that are covered by a provider contract. For each customer contracts you can link documents, and contacts related to it.

Provider Contract Properties

NameTypeMandatory?
NameAlphanumeric stringYes
CustomerForeign key to athumb_down OrganizationYes
DescriptionMultiline character stringNo
Start dateDate (year-month-day)No
End dateDate (year-month-day)No
Contract typeForeign key to athumb_down Contract TypeNo
CostAlphanumeric stringNo
Cost CurrencyPossible values: Dollars, EurosNo
Billing frequencyAlphanumeric stringNo
Cost unitAlphanumeric stringNo
ProviderForeign key to athumb_down OrganizationYes
SLAAlphanumeric stringNo
Service hoursAlphanumeric stringNo
StatusPossible values: implementation, obsolete, productionNo

Tabs

TabDescription
ContactsAll the contacts for this customer contract
DocumentsAll the documents for this customer contract
CIsAll the configuration items covered by this provider contract

Creating a Provider Contract

The menu “Provider contract” provides a list of already defined provider contracts. Just click on the button “New” to create a new one.

SLA

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclassicon_sla.pngservice level agreement (SLA) is a group of SLT. It defines the agreement between a provider and a customer for a given set of services.

Each IT department can define its own list of SLAs.

SLA Properties

NameTypeMandatory?
NameAlphanumeric stringYes
ProviderForeign key to athumb_down OrganizationYes
descriptionMultiline character stringNo

Tabs

TabDescription
SLTsAll the service level targets for this SLA
Customer contractsAll the customer contracts using this SLA

Creating a SLA

The menu “SLA” provides a list of already defined service level agreements. Just click on the button “New” to create a new one.

SLT

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclassicon_slt.pngservice level target (SLT) allows you to define metrics for agreements that have to be respected. By default, iTop is proposed with two types of metrics:

  • Time to own (TTO): This is time between the creation of a ticket and the time to take it into account (assign it to an agent)

  • Time to resolve (TTR): This is the time between the creation of a ticket and the time to resolve it

A SLT is defined by:

  • a name

  • the type of metric

  • the type of request

  • the priority of the request

SLT Properties

NameTypeMandatory?
NameAlphanumeric stringYes
PriorityPossible values: critical, high, medium, lowNo
Request typePossible values: incident, service requestNo
MetricPossible values: TTO, TTRNo
ValueNumeric value (could be negative)No
UnitPossible values: hours, minutesNo

Creating a SLT

The menu “SLT” provides a list of already defined service level targets. Just click on the button “New” to create a new one.

Service

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclassicon_service.pngThe services are the basis of the service catalog. They are used to document all the services that can be provided by one or several IT Departments. For example:

  • Application management

  • Desktop and End user management

  • Network management

  • System management

Each IT provider can define its own list of services. Services are used to characterize a user request or an incident.

Services must be grouped into service families as soon as you use the Enhanced Portal.

For each service you can document:

  • the configuration items required to deliver the service

  • the provider contracts, on which the service is depending

Service Properties

NameTypeMandatory?
NameAlphanumeric stringYes
ProviderForeign key to athumb_down OrganizationYes
Service FamilyForeign key to athumb_down Service FamilyNo
DescriptionMultiline character stringNo
StatusPossible values: implementation, obsolete, productionNo

Tabs

TabDescription
Service sub categoriesAll the sub categories for this service
DocumentsAll the documents linked to the service
ContactsAll the contacts for this service
Customer contractsAll the customer contracts that have purchased this service
Provider contractsAll the provider contracts to support this service
Depends on CIsAll the configuration items that are used to provide this service

If you have installed the Service Management for Providers module, then the tabs “Provider contracts” and “Depends on CIs” are available on Customer Contracts

Creating a Service

The menu “Service” provides a list of services. Just click on the button “New” to create a new one.

Service Family

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclassicon_servicefamily.pngService Family is the first level in the tree structure of your Service Catalog.

Service Family Properties

NameTypeMandatory?
NameAlphanumeric stringYes

Tabs

TabDescription
ServicesAll the services in this category

Service Subcategory

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclassicon_servicesubcategory.pngThe service subcategories are used to define more precisely a service. For example you can define the following subcategory for the service System management:

  • Troubleshooting

  • Order a new server

  • Configure a new virtual machine

  • Repare a server

service subcategory is related to a type of user request (Incident or Service request). This is done to automate the qualification of a user request or an incident.

Service Subcategory Properties

NameTypeMandatory?
NameAlphanumeric stringYes
ServiceForeign key to athumb_down ServiceYes
ProviderField mapped to an external keyYes
StatusPossible values: implementation, obsolete, productionNo
Request typePossible values: incident, service requestYes
Provider NameField mapped to an external keyYes
DescriptionMultiline character stringNo

Creating a Service Subcategory

The menu “Service subcategories” provides a list of service subcategories. Just click on the button “New” to create a new one.

Defining the 3 levels, Service Family, Services and Service Subcategories is mandatory for your Portal users to be able to submit a new request in the Portal, otherwise, they will get “no services”
There are many other reasons why they could get no service, but this is one of them.

标签:
由 superadmin 在 2020/08/27, 17:31 创建
    

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