运维事件管理 和 文档 - 读书笔记

https://mp.weixin.qq.com/s/6M6ZQrkzmg2h0ez7mFpKWQ


ITIL 为 ITSM 提供了专业术语和流程指导，告诉我们应该怎么去做 IT 服务，而 ITSM 是落地的 IT 服务，不停的在流程中被使用。

IT 服务管理的难点就在于管理的无序和被动，无法透明化或可视化，技术人员的服务意识差，效率低且 IT 人员的成本高；IT 服务的风险也是很大的，

ITIL 中 IT 的服务管理包含

     服务台管理、

     事件管理、

     问题管理、问题管理的目的是防止问题和因问题而造成事故（Incident）的发生，以最大程度减小反复出现事故（recurring incident）的发生，以此最大程度减小无法避免事故的负面影响。信息技术基础架构库（ITIL）有如下定义：问题是事故的原因。

     变更管理、

     配置管理、

     发布管理、

     服务级别管理等。


https://mp.weixin.qq.com/s/iwyHJCuno2zrC9qetflcVA





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