Reference frame
: Information Infrastructure.
Reference frame was conceived by the Public Office of the British Trade ( Office off Commerce) towards end of the year 80.
Definition
is a collection of good practices to ensure an effective management of the Information system. Although developed at the origin to improve the effectiveness of the data processing departments of the public sector, from now on is also adapted for the private sector.
The principle of
proposes a framework of development structured of process and centered on the customer. The customer is indeed in the middle of the approach. It is the main point of the “philosophy” of the approach.
Processes
1 Service support
- service
is centered customer, this function is essential in the step
- Incident Management (Management of the incidents)
To return on the level of service initial (or contractual) in the event of incident
- Management (Management of the problems)
Problem resolution with the root in a step of prevention
- Change Management (Change management)
Management of the developments by making sure that the procedures are well followed and by keeping in line of sight Quality of service
- Management (Management of the settings in production)
Quality control of the new versions before setting in production. Anticipation of the potential impacts with existing system
- Configuration Management (Configuration management)
Follow-up and management of all the configurations (hardware and Software) of system (Ci), management of the reference frame of configuration (Configuration Management)
2 Service .
- Management (Management of the capacity)
Management with most precise of the capacities for an optimum service
- Management (Management of the availability)
To ensure a continuous service with an anticipation of the incidents and recoveries after incidents in reduced times.
- Management (Management of the continuity of services)
Identification and management of the levels of rendered services
- Management (Financial management) precise Follow-up of the data-processing costs of services, management of the budgets, negotiation of chargeback
- Service Level Management (Management of the levels of service) Identification and followed levels of services, implication of the providers, definition of metric consensual
Package
is structured in 8 books
Service Management sets
- Service (supply of services)
- Service Support (support services)
These the first two volumes constituting the play: Service Management
- Infrastructure Management (Management of the technical infrastructure)
- Management (Security management)
- Business Prospect (Perspective Business/Trade) 2 volumes
- Implementation Management (Application management)
- Software asset management (Management of the “capital” software, the life cycle)
- Planning Service Management (Planning of the implementation of the management of services)
The new version of was forwarded in June 2007. According to Sharon Taylor, architect as a chief, this new version, , focuses himself, inter alia, on the life cycle of a system from now on “network-centrique” and will privilege the “ integration” with the “ alignment” (a whole program, the change is major!) while developing a little more the directed measurement value (as it should be…). The contains from now on 6 books:
- Introduction to the management of the services,
- service
- Service Design (Design of the services)
- Service Transition
- Service Operation
- Service ( permanent Improvement of the services)
Copyright: Alain FERNANDEZ ©1998-2008- All rights reserved
