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IT168ҳ

2009-09-25 14:58 IT168վԭ : ӡ༭:ٻ

IT168 ¡ITILSLAĸ֪˺ܶ࣬Ϥ뱾ʵ˿ܲ࣬ҲٿⲿݵϣǸʵҵصľͽ٣һշľӶࡣһֱ˵ISO2000013̷ֱһƪ˼̱ȽϴֻˣǰʱĿSLAۣһ뷨¼Թ⽻עֻǻڸ˶SLA⣬ҲΪһSLAõĽ⣬ֻǻĿǰ׶֪ԣǿҲʵ

ITILIJҪһãDZ׼ãŴͳһ׼ƣITILṩһҿԹͬṩһҿԱ׼ָĽĻȫITҵ߿ͳһ׼ITILҸΪĵĸ֮һSLA룬ҵһֱԱ׼ģһֱĸΪָ꣬Ľҵ⣬SLAһɿơۡɹɸĽľģֻͣڷdzڵIJĽơ

ʵڴͳҵҲSLAĸֻû˶һһϵ͵60ȡͣݹ˾XXʱݵȵȣһŵʱȵȣSLAĸһͬӦԼͬͬʱڹϵݵҪҲͬն

ITIL߸ĴǶSLAŴSLAһ׹ϵôSLAʲôأSLAService Level Agreementͨ񼶱ҪۼϣʾǸͻһģԼã֣ʾķʲô̶ҪָᵽҪᵽһĿ¼

ͻITʱҪȷģʵǷ񼶱ǷĿ¼ΪҪͻҪʲôҪķݼĿ¼ӦԼʲô񣬲ȥģһIṬӦԼķĿ¼Ʋ˵ȻҵͻɿͻˣѡȡһݷĿ¼ÿһҪﵽļ̴һܽ񱨼ۣΪ񼶱ɱdzȵġȷ߼ȷʲôȻȷʲôز

SLAȷļ߱ITͻְݣһʹףΪʵʵķͻȻΪӦ¶ΪITҲǩһΪͻʹİѻˣʵʵITŴά˾Ϊͻڱûǵģǵˣʵɱʱַ󲻸ߣ޴ۣǵĿ¼SLA˫һܺõĻȥĽ񣬱ɫĵشɱĿƣǿͻǷṩ൱ס

ȷ˷Ŀ¼񼶱IT̽ݷ񼶱𡢳ɱȥصԴɷŶӣSLAָŶҵݣһͬڽʱͻݺִͬSLAĴɣ㸶

ʵһIT̹ԱȽϳ죬ҵһĹģʱԸSLAĿ¼ʷϢһɱģͣڶ񱨼պijɱǷdzġ

SLAһҪĹע㣬SLAɲһάͻһӵָָ꣬ںͬǸ޷ģSLAɥʧ޷Ÿ޷ִ֪޷ִҲ޴Ӹƣһһȷһָָļ㷽ҲҪעģҪͻ̶ָ꣬IJ˫һյĴɽƫס

ǽʼSLAļҪأ

1) Ŀ¼Ŀ¼SLAԼķ̵ṩһֻͻѡ˵ķĿ¼̲ŻᱨӦڷĿ¼֮ݣSLAƣҲűʱݵģҲǵģĿ¼ҪĶ⣬ڿͻȻʵӦ޷õģĿ¼һǰһݣͲٶˡ

2) SLAԼʱ䷶ΪͻṩX*XķӦڣ7*245*8Ƿ۳һڵķڣܶԼĹ˾ʵϣÿһ͵Ŀһ빫˾ܶʱͬģͬųɱӣҪڱ۽ʱۺϿǣΪֱӹϵ䱸Űּ࣬ӼƻҲֱӵĹϵSLAIJϵ

3) ԣʵÿһĿһļϣάIDCάһӦϵͳάʵʵҵĿʽڵģͬʱҲʾһȺҪÿһĿĿԣ˵ԣͨĹʽǣ=AST-DT/AST*100ASTagreed service timeָԼķʱᵽķDTActual downtime during agreed service timeԼʱڵͣʱ䡣㹫ʽ򵥵ʵʵȡֵDZȽϸӵģΪASTҪ⣬ҪѷʱʱӣһϷ5*8֮ʱ䣬DzῼģͬʱÿһϵķʱҪأDzɷ̳ģǿͻǷӲǵģʱѹʱԼȻDzġʵϿǵһͬڵijȣͨ˵ĿԴ99%ʵһdz͵Ŀָ꣬5*8ķĻ99%Ŀ208ʱʱڷDzõģʵʵķʱǹֵģΪϵķһԷΪģҵҪΪûȺ⣬Եļ㻹ҪӲӳʵķһֱһˣĹӰ˿أһӦϵͳȫڵӦöûȺڶĻ˾ֲû޷ʹģˣҪԵļĻÿ޶˵Ľͺܶ࣬ʵˣᷢȫķ񲻿벿ֵIJɵļһˣʵʵķˣʾģҪӣںٽ˵

4) ʱ䣺ʱָ͵¼ʱɴʱҪ󣬳̬ԣ¼ΪѯͶߡϡ¼ķ࣬¼ҪּһɷΪʱҪÿһࡢ¼ĽʱҪ󣨱һҪٷӽҪĸ¼Ӱԣһ϶϶Ӱԣһ¼ͶѯDzӰԵģ̬ҲDzӰԵģ񱨼֮Լǣ

ҪرҪǿһ¿ʱĹϵһ໥ǯƹģԶһֻ֮20ʱǿͻͬһʱ20ʱ꣬ʱﶨһϣһϵĽʱ1ʱǿư20ʱɢȫ֮Լٶҵijʱָ궨˺ʱʵȵʵڷģڷĹԵģվڿͻָ㹻Լˡ

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