Business Process in General

Processes normally come with Service Level Agreement(SLA)

How Service Supporting Process

Service to support process also has SLA

Gaps in Services Definition

  • Service and tech components
  • Interruption on service or tech component?

ITSM - Information Technology Service Management

ITIL (Information Technology Infrastructure Library) is a framework designed to standardize the selection, planning, delivery, maintenance and overall lifecycle of IT services within a business.

IT Production Management

Incident / Problem / Change on a Service

  • Incident: an unplanned interruption to a service, or reduction in the quality of a service
  • Problem: a cause or potential cause of one or more incidents.
  • Change: the addition, modification, or removal of anything that could have a direct or indirect effect on services

Support Model in Production

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Incident and Incident Management

  • 定义：服务被影响就是事故，不要纠结与技术组件是否工作。
  • 管理：根因分析不是事故管理的重点，更快的恢复，更短的 MTTR 才是。

Problem and Problem Management

  • 定义：可能产生 Incident 的因素，不要纠结于是否技术组件有缺陷。
  • 管理：见 Problem RCA 文章。

Change and Change Management

  • 定义：只要改，就是变更。
  • 管理：在乎把不确定性转变为确定，在乎风险。
  • 落地关键：在企业风险偏好，效率之间获得平衡。

重启是否是变更，存在争议。

ISO 认为重启改变了 State，因此应该做为变更管理。ITIL 没有强制定义，但业界更愿意把重启作为科技的 Operation 来管理，如果产生事故则按照事故和问题对应的制度流程管理。

Role and Responsibility

  • 运维：对当下的 Service Level Agreement 负责
    • 生产事故怎么修（指标还是治本）
    • 紧急变更是否要上（究竟有多急）
    • 问题（Problem）的优先级
  • 研发：对降低生产风险负责
    • 根因分析，修复问题，配合紧急修复事故