021 โครงการประยุกต์กระบวนการ ITIL กับการบริการด้านเทคโนโลยีสารสนเทศ

ITIL
Applying ITIL Framework to IT Services project

Mr.Phaithun Otsawong
2553
ITIL
5217670010
..
2553
.
.
ITIL

Service Level Agreement
ITIL

II

................................................................................................................................I
................................................................................................................ II
................................................................................................................................ III
............................................................................................................................ V
() .................................................................................................................... VI
..................................................................................................................... VII
1 ................................................................................................................................. 1
1.1 ....................................................................... 1
1.2 .............................................................. 1
1.3 ......................................................................................... 1
1.4 ............................................................................................. 2
1.5 .......................................................................................... 2
2 ................................................................................................................................. 4
................................................................................................ 4
3 ............................................................................................................................... 13
.................................................................................................................... 13
3.1 IT .............................................. 13
3.2 ITIL IT................... 13
3.2.1 Service Level Management ............................................................................. 14
3.2.5 Change Management ...................................................................................... 62
3.2.6 Configuration Management ............................................................................. 66
3.2.7 Problem Management ..................................................................................... 76
3.2.8 Incident Management ...................................................................................... 81
3.2.9 IT Helpdesk ...................................................................................................... 87
4 ............................................................................................................................... 95
III
............................................................................................. 95
................................................................................................................. 95
1. Service Level Agreement ....................................................................................... 96
2. Finance Management ............................................................................................. 98
3. Capacity Management .......................................................................................... 101
5. Change Management ........................................................................................... 118
6. Configuration Management .................................................................................. 120
7. Incident Management ........................................................................................... 135
8. HelpDesk .............................................................................................................. 136
5 ............................................................................................................................. 140
............................................................................. 140
................................................................................................................... 142
IV
2. 1 ........................................................ 5
2. 2 ITIL 10 ................................................................................... 6
2. 3 Certification ITIL .................................................................................. 7
2. 4 ITIL .................................................................................................. 9
3. 1 SLA ......................................................................... 17
3. 2 SLA ......................................................................... 18
3. 3 ............................................................................... 19
3. 4 .............................................................. 20
3. 5 ......................................................................................... 21
3. 6 ......................................................................... 42
3. 7 ........................................... 48
3. 8 ............................................ 49
3. 9 .... 50
3. 10 Data Backup.......................................................................... 51
3. 11 Component Failure and Analysis.......................................... 52
3. 12 .............................................. 53
3. 13 Hardware Maintenance ......................................................... 54
3. 14 Software Maintenance ......................................................... 55
()
3. 15 Windows Maintenance .......................................................... 56
3. 16 Future Technology Plan........................................................ 57
3. 17 Change Procedure ................................................................................................. 65
3. 18 ....................................................................... 69
3. 19 ................. 70
3. 20 .............................. 71
3. 21 ............................................................................ 72
3. 22 ............................................................................. 73
3. 23 Major Problem Review Problem Management ...... 78
3. 24 Trend Analysis Problem Management ........................ 80
3. 25 ....................................................................... 89
3. 26 Backup ......................................................................................... 90
3. 27 ................................................................................ 91
4. 1 Infrastructure ............................................................................. 95
4. 2 ............................................................................................................... 98
4. 3 CPU ................................................................................... 102
4. 4 .......................................................................................... 103
VI
3. 1 ............................................................................... 16
3. 2 Service Catalogue .............................................................................................. 23
3. 3 ..................................................................... 23
3. 4 () ............................................................. 24
3. 5 ..................................................................... 25
3. 6 ..................................................................... 25
3. 7 ..................................................................... 25
3. 8 () ............................................................. 26
3. 9 ................................................................................................. 27
3. 10 (1) ............................................................. 28
3. 11 (2) ............................................................. 28
3. 12 ...................................................................................... 30
3. 13 ......................................................................... 32
3. 14 .......................................................... 34
3. 15 ..................................................................... 35
3. 16 ........................................................................................ 35
3. 17 Aplication Server ........................................................................... 40
3. 18 ............................................................................... 41
3. 19 ................................................................................................. 46
3. 20 (Process Details/Process Repeatability) ............................................ 63
3. 21 (Role and Responsibility) .................................. 67
3. 22 (Role and Responsibility) ........................... 81
3. 23 ................................................................... 83
3. 24 ...................................... 83
3. 25 .......................................................... 84
VII
3. 26 IT Helpdesk.................................................... 88
3. 27 (2) .............................................................. 93
4. 1 .......................................................... 98
4. 2 ..................................................................................... 99
4. 3 .............................................................................. 99
4. 4 .............................................. 100
4. 5 ............................................................ 101
4. 6 ............................................... 101
4. 7 .......................................... 102
4. 8 ............................. 103
4. 9
........................................................................................................................ 104
4. 10 ...................... 106
4. 11 ............................................................... 106
4. 12
..................................................................... 107
4. 13 ........................ 108
4. 14 Back up ............................. 110
4. 15 Software Maintenance Checklist .................................................................... 112
4. 16 Software Maintenance Checklist () ............................................................ 113
4. 17 Check list ............ 113
4. 18 ................................. 114
4. 19 Component Failure and Analysis ................................................ 116
4. 20 .................................................................... 116
4. 21 (Change Request Form) ......... 118
4. 22 (Impact Analysis Form) ............................... 119
4. 23 .................. 120
4. 24 ..................... 121
VIII
4. 25 ..................... 122
4. 26 ..................................................................... 123
4. 27 Configuration Baseline ................................................................................... 124
4. 28 ................... 125
4. 29 ........................ 125
4. 30 ............................................................ 127
4. 31 System Environment....................................................................................... 128
4. 32 Service port..................................................................................................... 128
4. 33 Hardware ........................................................................................................ 129
4. 34 Software .......................................................................................................... 129
4. 35 Vendor Contact Point in emergency .............................................................. 130
4. 36 ITs responsibility ........................................................................................... 130
4. 37 Problem Analysis ............................................................................................ 131
4. 38 Major Problem Review Problem ............... 132
4. 39 Problem Investigation (
IT) ...................................................................................................................... 133
4. 40 Trend Analysis Problem ............................ 134
4. 41 Incident Issues Form ...................................................................................... 135
4. 42 Incident .......................................................................... 136
4. 43 ........................................................... 137
4. 44 IT Help Desk .................................... 138
4. 45 .................................................................................... 139
IX
1.1
IT
IT
(IT Citizens Co., Ltd. )

(Services
Level Agreement: SLA)

ITIL

1.2
1.2.1 ITIL IT
IT
1.2.2 ITIL
ITIL
1.2.3
1.3
ITIL
IT SLA

SLA IT

ITIL
1.4
1.4.1
ITIL
1.4.1.1 Service Level Management
1.4.1.2 Finance Management
1.4.1.3 Capacity Management
1.4.1.4 Availability Management
1.4.1.5 Change Management
1.4.1.6 Configuration Management
1.4.1.7 Problem Management
1.4.1.8 Incident Management
1.4.1.9 Help Desk
1.4.2 Server
Application
1.4.3 Mapping ITIL
1.4.4

1.5
1.5.1 ITIL IT
IT
1.5.2 ITIL ITIL
1.5.3
1.6
IT Service

2
,
ITIL
3 2

ITIL
4 3

5 4

ITIL

2

ITIL IT
ITIL
ITIL
ITIL

[1] 1980
IT
CCTA (The Central Computer and Telecommunication Agency) OGC
(Office of Government Commerce) 2000
IT
ITIL GITIMM (Government Information Technology Infrastructure
Management Method) (Method)
(Guidance)
IT Infrastructure Management Forum itSMF IT Service
Management Forum 94-95 Service
Level Management 1989 Availability Management
1994 2
(Blue book)
Service Support (Red book) Service
Delivery ITIL framework
IT
2.1
2. 1
ITIL
ITIL
IT ITIL
Customer Service

ITIL

ITIL
IT 2 Service
support Service Delivery
Planning to Implement Service Management Application Management
ITIL
IT
ITIL Best Practice
IT ITIL IT Service Management Framework
de facto standard
ITIL

5

IT

ITIL 10 1 2.2
2. 2 ITIL 10

ITIL
Procter & Gamble P&G ITIL 1999 4
P&G 500
(operation cost) 6-8% IT
15-20%
Caterpillar Caterpillar ITIL 2000
(Incident management)
60-70% 90%
Ontario Justice Enterprise ITIL
1999 Virtual service desk
40%
6
ITIL Best Practice ITIL

ISO BSxxxx Certification ITIL
ITIL
BS15000
ISO20000 ITIL

Certification
2.3
2. 3 Certification ITIL
ITIL Foundation
ITIL Foundation Certificate ITIL Badge
ITIL Practitioner
3 ITIL Practitioner Certificate ITIL Badge

ITIL Foundation
ITIL Service Manager
ITIL
ITIL Service Manager Certificate ITIL Badge

ITIL Foundation certificate
service management
Certification ITIL

(Word-wide recogition,
entire life certification)
Certificate BS 15000 ISO20000
7

ITIL

ITIL certification
SunTone Service

ITIL
ITIL

ITIL

/

ITIL

ITIL

ITIL (Best practice)

2.1 ITIL
2. 4 ITIL
ITIL

Best Practices IT Service Delivery
Support Framework ITIL
IT service Management

Service Management

o
Security Management IT

o
Change Management
IT
Production

o
Release Management

o
Incident Management Help Desk Service Desk

IT

o
Problem Management IT (Proactive)
9
o
Service-Level Management

IT

o
Availability Management

o
Configuration Management

Configuration Item CI
Special Report [e] LEADER [2] IT Service Management
ITIL Refresh
(IT)

""

CEO CIO

"' "

(IT Service Management, ITSM) Information Technology Infrastructure
Library (ITIL) ITSM

10

" "

ITSM
ITIL

ITSM General Motors, DHL, Procter &

Gamble, Chevron, Avaya, Hainan Airlines NTT Data

ITSM ''

ITSM
(
) (
ITSM
) (

)
ITSM
Gartner

20% 35% 2008 50% 2012
ITIL

ITIL V3
ITIL
ITSM ITIL
11
(Service-level agreements, SLAs)

(ROI)

ITIL
3 ITIL "ITIL Refresh"

ITIL V3 ITSM

HP ITIL ITIL V3
ITIL (ITIL Glossary) ITIL (Integrated ITIL
Process Map)
(Service Operations)

ITSM
60% ITIL

ITSM ITIL V3
12
3

3.1 IT

SLA
SLA

1)

2) SLA

ITIL IT

SLA /

Help Desk ITIL

3.2 ITIL IT
ITIL IT
IT Service
IT
IT
Version ITIL
13
ITIL
8 Help Desk
- Service Level Management
- Finance Management
- Capacity Management
- Availability Management

- Change Management

- Configuration Management
Configuration Item CI

- Problem Management

- Incident Management

- Help Desk

3.2.1 Service Level Management
Service Level Management

IT Service and Support
(Objective)
-

14
Web
System Service
Hosting,
(Scope)
-
-
- SLA
- SLA
-
-
(PIs)
- 90 SLA
- 90
- 90 SLA
(Process ownership)
- Customer
- Development Manager
- Key Account Sales
- IT Helpdesk officer
15
(Role and Responsibility) 3.1

3. 1

Development Manager
Key Account Sales
IT Helpdesk officer
Customer

- SLA Web
Hosting
- SLA

- Service Catalog

- SLA
- SLA
- Service Catalog
- SLA, Backup
-
-
-
- Backup
- Backup

-

-

-
1
-

- SLA
16
(Process Activity)
SLA
SLA

3.1
3. 1 SLA
17

IT Helpdesk
IT
Help Desk Officer IT Help Desk Officer
3.2
3. 2
18
Backup
Check list
IT Helpdesk Officer Backup

IT Mananger Backup 3.3
3. 3
19

IT Helpdesk Office
IT Manager SLA
3.4
3. 4
20

Manager

3.5
3. 5
21
(Service Management Policy)

(IT
Services) (Service
Catalogue)


Service
Level Agreement

Service
Level Agreement
22
Service Catalogue

3.2
3. 2 Service Catalogue
3. 3
Business Unit : Intranet and Internet system
Service Statement Title : Change Request Contact Point :
Service Targets :
Service Description : - , Configulation,
Service : Customer
KPI : 1
Remark :
1.
Change Request
Orientation
2.
1
3.
2 GB
23
Exceptions to terms and Conditions of SLA : Change Request

Security Requirement : Change Request

Service Statement Title : Contact Point : IT Helpdesk Officer &
Server

Service Targets : Hardware Server
Service Description : Hardware Hardware
Service : Customer
KPI : 3
Remark :
1. IT Helpdesk Officer Service Request
Exceptions to terms and Conditions of SLA :
Security Requirement :
1. Change Request

3. 4 ()
Service Statement Title : Monitoring
Contact Point : IT Helpdesk

Officer &
Service Targets : Monitor Link
Service Description : Link Link
Link Down
Service : Customer
KPI : Link 1
Remark : IT Helpdesk Officer Service

Request
Security Requirement : Change Request

24
3. 5
Service Statement Title :
Contact Point : IT Helpdesk Officer
Backup Data
Service Targets : Backup Data
Service Description : Back up

Service : Customer
KPI : Back up 3

Security Requirement : Back up
3. 6
Service Targets : Link

Service Description : Link
Service : Customer
KPI : Link 1
Security Requirement : Link

3. 7
Backup Link
Service Targets : Back up link Link
Service Description : Config Link Back up
Service : Customer
KPI : Link 1
25
3. 8 ()
Contact Point : IT Helpdesk Officer &

Service Targets : Bandwidth
Service Description : Link
Service : Customer
KPI : Link
(Service Hours)
8.00 17.00
.
(Complaints Procedure)
3
1) Website Online
-
-
-
-
2)
- 02-3467915
-
-
-
3) E-Mail
- cs@itcitizens.co.th
-
-
-
26
3. 9
Service

1. Change Request
Change Request
2.
Server
3. Monitoring
Monitoring link 3
4. Backup Data
Back up Size
5. Backup Link
Link back up
Service
1 Change Request

Server
Backup Data
Backup Link
KPI
1 IT Manager

3

Back up Data Back up
Link back up
Service Incident:
1)
(Impact)
1.1 High:
5 Link Down
1.2 Medium: 1

/
1.3 Low:
2)
(Urgency)
2.1 High:

2.2 Medium:

2.3 Low:
27
3. 10 (1)
(Priority Classification Matrix)
Priority
Urgency
Impact
High
Medium
Low
High
P1
P1
P2
Medium
P1
P2
P3
Low
P2
P3
P3
3. 11 (2)
Max Response Time
15 minutes
30 minutes
4 hours
Max Resolution Time Resolution Target

1 hours
4 hours
1 days
90%
85%
75%
28
3.2.2 Financial Management

1) (Objective)
1.1
1.2
1.3
1.4
1.5
1.6
1.7
2) (Scope)

2.1
2.2
2.3
2.4
3) (PIs)
3.1
3.2

4) (Process ownership)
4.1
4.2
4.3
4.4
29
5) (Role and Responsibility)

3. 12

1) -
2)

3)
4)
- ,
-

-

-
- - (Cost-Benefit)
(Return-on-Investment)
-
-
-

-
-
cost model
-

-
-
-

-

-
30
6) (Policy)
6.1
6.1.1

1.1.2
1.1.3

1.1.4 Cost model
6.2
6.2.1

6.2.2
6.2.3

6.2.4

6.2.5
6.2.6

6.2.7
7)
7.1
7.2
7.3
7.4
7.5
7.6
7.7 (Budgeting)

31

1) (Direct Cost)
-
-
2) (Indirect cost) , ,
3)
(Unabsorbed)

1

2

3. 13
1.

2.

3.
4.

32
5.
6.
7.
8.
9.

: Cost Model

Hardware Cost Server, Client, UPS( )
Software Cost (License) Software Server
- Software
- Software Management System ,Software Scan Virus
- Clients
- Software Monitoring
People Cost
Maintenance Cost
- hardware cost software cost

Other Cost
-
-
33

3.14
3. 14
2553
: ( 3 )
*
**
1. (1)
500,000
5,000
5,000
510,000
10,000
1,000
1,000
2,000
14,000
524,000
2. (1)
100,000
10,000
10,000
120,000
10,000
1,000
1,000
2,000
14,000
134,000
3. (2)
200,000
10,000
10,000
220,000
10,000
1,000
1,000
2,000
14,000
234,000
4. (2)
250,000
20,000
10,000
280,000
10,000
1,000
1,000
2,000
14,000
294,000
5. (4)
1,000,000
20,000
50,000 1,070,000
50,000
1,000
1,000
2,000
54,000
1,124,000
6. (5)
1,000,000
20,000
50,000 1,070,000
50,000
1,000
1,000
2,000
54,000
1,124,000
3,050,000
164,000
3,434,000
1
0
85,000 135,000 3,270,000 140,000
6,000
6,000
12,000
*

/

**

1)

/
2)

**

()

34

3. 15
2553
: ( 3 )
*
**
1. (1)
500,000
5,000
5,000
510,000
10,000
1,000
1,000
2,000
14,000
524,000
2. (1)
100,000
10,000
10,000
120,000
10,000
1,000
1,000
2,000
14,000
134,000
3. (2)
200,000
10,000
10,000
220,000
10,000
1,000
1,000
2,000
14,000
234,000
4. (2)
250,000
20,000
10,000
280,000
10,000
1,000
1,000
2,000
14,000
294,000
5. (4)
1,000,000
20,000
50,000 1,070,000
50,000
1,000
1,000
2,000
54,000
1,124,000
6. (5)
1,000,000
20,000
50,000 1,070,000
50,000
1,000
1,000
2,000
54,000
1,124,000
3,050,000
0 85,000 135,000 3,270,000 140,000
6,000
6,000 12,000 164,000
3,434,000
/
Outsource
**

3-6 3.16
3. 16

Ref.
1.
/
2. /
3. /
/
4. /
35
Ref.
5. /

6. /
/
7. /

8.
/
9.
/
10. /
/
/
/

)
11.
12.
13. /

36
Ref.
14. /

15. 3
/
16. (
2552)
17.
(
/ /
/

)
18.

19.

20. //
3
21. /

(
2552)
37
Ref.
22. /
/
/

5

23. //
/ /

24. /
25.
26.

27. /
28.
29.
30.
/

1.
2.
38
3.2.3 Capacity Management

1)
2)
(Objective)
1.1.
1.2.
1.3.
1.4.
1.5. (Capacity Plan)

(Scope)
2.1
2.2
2.3
2.4
2.5
2.6
2.7

3)
(KPIs)
3.1 File Server
Server

3. 17 File Server
File Server
HP ProLiant DL380 G7Intel Xeon Quad-Core Processor E5620 (2.40 GHz, 12MB L3
Cache, 80W, DDR3-1066, HT, Turbo 1/1/2/2)
39
HP 6 GB (3 x 2 GB) PC3-10600R (DDR3-1333) Registered DIMMs

HP Slim 12.7mm SATA DVDRW Optical Kit
Two HP NC382i Dual Port Multifunction Gigabit Server Adapters
HP Smart Array P410i/256MB Controller (Support RAID 0/1/1+0/5/5+0)
1 x 460W HE Power Supply Kit
OS Microsoft WinSvrStd 2008R2 SNGL OLP NL
KPI
Number of hours lost per month:
Down time 2 hours per month
( Raid HD HD backup
Recovery )
3.2 Aplication Server

3. 17 Aplication Server
File Server
HP ProLiant DL380 G7Intel Xeon Quad-Core Processor E5620 (2.40 GHz, 12MB L3
Cache, 80W, DDR3-1066, HT, Turbo 1/1/2/2)
HP 6 GB (3 x 2 GB) PC3-10600R (DDR3-1333) Registered DIMMs
HP Slim 12.7mm SATA DVDRW Optical Kit
Two HP NC382i Dual Port Multifunction Gigabit Server Adapters
HP Smart Array P410i/256MB Controller (Support RAID 0/1/1+0/5/5+0)
1 x 460W HE Power Supply Kit
OS Microsoft WinSvrStd 2008R2 SNGL OLP NL
4)
(Process ownership)
1.1 Customer Service Manager (Help Desk)
1.2 Customer Service
40
(Role and Responsibility)

3. 18

Customer Service
Manager

Customer -
Service

-

-
-
41
(Process Activity)
IT Helpdesk
CS Manager
3.6
3. 6
42
(Service Management Policy)

-
43
3.2.4 Availability Management

1) (Objectives)
1.1
1.2 IT
1.3 Downtime
1.4 IT
IT

1.5

1.6

1.7

2) (Scope)
2.1
2.2
IT
2.3 IT
2.4 IT
2.5
2.6

44
3) (PIs)
3.1 Downtime IT
3.2 Downtime IT
3.3 Downtime IT
3.4 Downtime
3.5 24
3.6
3.7
4) (Process Owner)
4.1 Development Manager
4.2 Key Account Sales
4.3 IT Helpdesk Officer
4.4 Customer
45
5) (Roles and responsibilities)

3. 19

Developme -
nt Manager -
-
-
-
- Back up
- Component Failure
- Check list

- Check list
Hardware Maintenance
- Check list
Software Maintenance
- Check list
Windows
- Performance Upgrade Technology
Key
-
Account
-
Sales
-
- , Backup
-
-
-
46

IT
Helpdesk
officer
-

-

-
-
- Back up

- Component Failure

-

- Software

- Hardware

- Windows Check list

- Performance Upgrade
Technology
Customer

SLA
47
6) (Process Activity)
Manager
IT Helpdesk

3.7
3. 7
Process Activity :
Process Description :

Remark :
-
-
-
48
IT Helpdesk

Development Manager
IT HelpDesk

3.8
3. 8
Process Activity :

Remark :
49
IT Helpdesk Officer
Development
Manager
3.9
3. 9
Process Activity :

Remark :
-
-
50
Data Backup
Development Manager
Backup IT Helpdesk Officer Backup
Back up 3.10
3. 10 Data Backup
Process Activity : Data Backup

Remark :
Back up
51
Component Failure and Analysis

Development Manager
Component Failure Analysis Component
Failure Analysis IT Helpdesk Officer Component Failure
Anaysis Failure Component Failure and Analysis
3.11
3. 11 Component Failure and Analysis

Process Activity : Component Failure and Analysis
Remark :
52
Development Manager Check list

IT Helpdesk Office
Check list
Check list 3.11
3. 12
Process Activity :
Process Description : Check list

Remark :
Check list
53
Development Manager
IT Helpdesk Officer 3.13
3. 13 Hardware Maintenance
Process Activity : Hardware Maintenance
Hardware Development Manager Check list
IT Helpdesk
Remark :
Hardware Maintenance Check list
54
Development Manager
IT Helpdesk Officer 3.14
3. 14 Software Maintenance
Process Activity : Software Maintenance
Software Development Manager Check list
IT Helpdesk
Remark :
Software Maintenance Check list
55
Microsoft Windows Maintenance

MS Windows Development Manager
IT Helpdesk Officer
3.15
3. 15 MS Windows Maintenance
Process Activity : Windows Maintenance

Window
Remark :
- Windows
- Windows
56
Future Technology Plan

IT Helpdesk Officer Development
Manager 3.16
3. 16 Future Technology Plan

Process Activity : Future Technology Plan
Process Description : Upgrade Technology
Remark :
- Upgrade Technology
- Upgrade Technology
57
7) (Availability
Management Policy)

KPI

Data Backup
-
Back up
Back up
58
Backup Back up

-
Component Failure
Component Failure
Component Failure
Component Failure
Check list

Check list
-
Check

Maintenance
Hardware
Hardware
Hardware Maintenance Check list
list
Hardware
-
Check
list
59

Maintenance
Software
Software
Software Maintenance Check list
Software
Windows Maintenance
-
Check list
Windows Windows
Windows
Windows
Windows
Windows
Future Technology Plan

-
Performance Technology
Technology Upgrade
Upgrade Technology
Upgrade Technology
Upgrade Technology
60
8)
-
IT
Back up
Customer Monitor
Software Maintenance Checklist
Hardware Maintenance Checklist
Check list

61
3.2.5 Change Management

1)
(Objective)
1.1

1.2
1.3 ,
SLA
1.4
1.5
1.6
2)
(Scope)
2.1
2.2 application infrastructure change
2.3
2.4
2.5
2.6
3)
(Key Performance Indicator)

3.1
3.2
3.3
4)
(Process ownership)
4.1 Change Requestor IT

4.2 Change Approver
IT manager, CAB
4.3 Change Controller change process
IT project admin
4.4 Change assignee
4.5 Change Implementer programmer system
administrator
62
5)
(Roles and responsibilities)

5.1 Change Requestor
5.2 Change Controller Change Assignee
5.3 Change Assignee
Minor, Medium, Major build,
implement and Test Minor Standard

5.4 Change Approver (IT manager/ CAB)
Major, Medium
5.5 Change implementer
6)
(Process Details/Process Repeatability)

3. 20 (Process Details/Process Repeatability)

Change
Requester
Change
Controller
Change
Assignee
Change
Assignee
Minor, Medium, Major

build, implement, test
Minor Standard

Change
Approver

Major, Medium
Change
implementer
Change
Assignee
Change
Controller
Emergency Change Requester CAB Change

Implementer
63
7)

7.1
7.2
7.2.1.
7.2.2./
7.2.3./ Infrastructure
7.3
7.3.1
7.3.2
7.3.3

64
Change Procedures

3.17
3. 17 Change Procedure
8)
- (Change Request Form)

- (Impact Analysis Form)
- (Change Report)
65
3.2.6 Configuration Management

1) (Objective)
1.1
1.2
1.3
1.4
1.5
2) (Terms and Definitions)
2.1
Configuration Management:
2.2 Configuration Item (CI):

(Software) (Hardware)
2.3 Configuration Baseline: CI
2.4 Configuration Management Database (CMDB):
2.5 Request for Change:

3) (Scope)
3.1

(Service) (Software) (Hardware)

3.2
(Serial Number)

66
3.3

3.4

3.5

4) (Key Performance Indicator)
4.1
90
4.2
90
4.3
4.4

5) (Process Ownership)
5.1 ()
5.2
5.3
5.4
5.5
3. 21 (Role and Responsibility)

9) IT Manager
-
-
67

10) Assistant Manager
11) IT Officer
12)
-
-
7) (Process details/Process repeatability)

7.1
(Configuration Management Planning) IT Manager,
Assistant Manager

Configuration Items CI
CI 3.18
68
3. 18
69
7.2 (Configuration
Identification) IT Helpdesk Officer Configuration

3.19
3. 19
70
7.3

(Configuration Change Control) Assistant Manager
IT Helpdesk Office
3.20
3. 20
71
7.4 (Configuration
Status Accounting)
IT Manager, Assistant Manager
CMDB 3.21
3. 21
72
7.5 (Configuration Review)

Manager, Assistant Manager

3.22
3. 22
73
8) (Configuration Management
Policy)
8.1
(Configuration Management Planning)
1
2
3
4
5
CMDB
6 Configuration Baseline
8.2 (Configuration
Identification)
1

2
8.3 (Configuration Change Control)
1
8.4 (Configuration
Status Accounting)
1.

2.
CMDB
74
3.
CMDB
4.
5. (Configuration Review)
6.
CMDB
7.
8. (Change Management)
(Request for Change)
9)
-
-
-
-
- Configuration Baseline
-
- Configuration Items
-
- System Configuration Document
- CMDB Design
75
3.2.7 Problem Management

1) (Objective)
1.1 Incident
Error IT Infrastructure
1.2 Incident
IT
1.3 Incident
1.4

1.5 Root Cause
1.6

Function

Low/Medium/High Problem
Low Incident
2) (PIs)
2.1 5
1
2.2
2.3
3.1 Service Manager
3.2
3.3
3.4
76

4.1 Service Manager
-
4.2 Assistant Service Manager
-
- Problem
Trend Analysis
- Problem
Problem Major Problem Review
-
4.3 IT Office (HelpDesk)
- Problem
- Problem
- Problem
-
4.4
- Problem
5) (Process Activity)
5.1 Major Problem Review Problem Management
5.1.1 Major Problem Review Diagram Problem Management
- (Process Activity) Major Problem Review problem
Management Assistant Service Manager
Incident Major Problem Review
- Assistant Service Manager
Incident
Priority 1 Root Cause

77
Root Cause
Solution

Major Problem Review
- Major Problem Review Assistant Service Manager
Major Problem Review Service Manager
3.23
3. 23 Major Problem Review Problem Management
78
5.2 Trend Analysis Problem Management

5.2.1 Trend Analysis Diagram Problem Management
- (Process Activity) Trend Analysis Problem
Management
Incident Assistant Service Manager
Incident
Priority Service

Problem Investigation

Trend Analysis Report
- Trend Analysis Report Assistant Service Manager
Trend Analysis Report Service Manager
3.24
79
3. 24 Trend Analysis Problem Management

6) (Reference Document)
6.1 Incident ( Incident)
Problem Analysis
6.2 Major Problem Review Problem

6.3 Problem Investigation (
IT)
6.4 Trend Analysis Problem
80
3.2.8 Incident Management

1)
(Objectives)
1.1
1.2
1.3

1.4
2)
(Key Performance Indicators)

2.1
2.2
3)
(Role and Responsibility)

3. 22 (Role and Responsibility)

81

(Helpdesk)

(User)
(Helpdesk)

4)
(Priority Classification)
2
1. (Impact)
High :
5 3
, ,

,
Medium : 1

/
Low :
2. (Urgency)
High :
, , ,
82
Medium :

Low :
3. 23
Priority
Urgency
Impact
High
Medium
Low
High
P1
P1
P2
Medium
P1
P2
P3
Low
P2
P3
P3
Priority 1
(Helpdesk)

- Priority 2 3
Priority Priority 3 email
5)
(Resolution and
Response Time)
3. 24
Priority
P1
P2
P3
Response Time Response

Target
15 mins
90%
30 mins
90%
4 hours
80%
Resolve Time Resolve

Target
1 hour
90%
4 hours
85%
1 day
75%
83
6)
(Outage / Availability Notice)

1.
-
(Helpdesk)

-

-

2.
- E-Mail /

(Private Proprietary)
-

-
3. 25
84
(Work Problem)
1. (Priority) (Impact)
SLA
- (Response Time)
7)
(Resolve Time)
- (, )
2.
-
- ()

- (update incident status)
-

-
-
-
85
8)
(Reassign Problem or Problem
Escalation Process)
1.

-
- (Priority) (Impact)

-

-
- Helpdesk
(Problem Escalation)
2.
-

-

-

-

-
86
3.2.9 IT Helpdesk
IT Help Desk

1) (Objective)
1.1
1.2
2) (Scope)
2.1
2.2
2.3

2.4

2.5
3) (KPIs)
3.1
3.2 SLA
3.3 SLA
4.1
4.2
87

3. 26 IT Helpdesk

-
- Backup
- Backup

-
-
-
1

-
88
(Process Activity)
6.1 Customer
Key Account IT Helpdesk Officer
Key account 3.25
3. 25
89
6.2 Backup IT Helpdesk Officer Backup

Senior IT Manager
3.26
3. 26 Backup
90
6.3
Senior IT Manager
IT Helpdesk Officer
3.27
3. 27
91
(Complaints Procedure)
3
1.
- 02-7260-224
-
-
-
2. E-Mail
- cs@itcitizens.co.th
-
-
-
-
3. (FAX)
- 02-346-7915
-
-
-
4. MSN Online
- itcitizens@msn.com
-
-
-
-
92
Service Incident:
(Impact)
1 High:
5 Link Down, Server Down
2 Medium: 1

/
3. Low:
2)
(Urgency)
1. High :

2. Medium :

3. Low:
3. 28 (1)
Impact
Priority
High
Medium
Low
1)
Urgency
High
P1
P1
P2
Medium
P1
P2
P3
Low
P2
P3
P3
3. 27 (2)
Max Response Time Max Resolution Time Resolution Target
15 minutes
30 minutes
4 hours
1 hours
4 hours
1 days
90%
85%
75%
93
2) / (Policy)
7.1
7.2 request
7.3 request
7.4

7.5
request
7.6

7.7
7.9
3) (Related Document)
8.1 Incident
8.2
94

3

Matanance Service Advance Civil Group Co., Ltd.

Infrastructure
Access Point

Access Point 4.1
4. 1 Infrastructure
Service Level Management

95
1. Service Level Agreement

Advance Civil Group Co., Ltd.
Service Support 150 1 2553

30 2554
-
- Onsite 1
-
- Remote
- Scope Of work Onsite Service
2,500 3,500 (
)
- Onsite Service Scope Of work
6
- Clients (1-20 PC)
- Scope of Maintenance Service
96
Support Duties
- Server / Clients
- OS (Windows, MS Server 2008)
- Remote Server
- Remote Server 1
- ()
Out of Scope
- ISP
- Hardware
-
- Application AutoCAD, ACPAC (Account and Finance)
-
- Hardware Performance
- Hardware Server
-

Project Manager
Help Desk
ACG IT Helpdesk 6
8
089-9264-194
Email:Cs@itcitizens.co.th MA
Team , Help Desk and Support Engineer 4.2
97
4. 2
2. Finance Management

4. 1
IT0001
: File Server
Remote server

: IT Development
:
98
Implement
Application Server Application OS MS Windows Server 2008R2
HP ProLiant DL380 G7 Intel Xeon Quad-Core Processor E5620 (2.40 GHz,
12MB L3 Cache, 80W, DDR3-1066, HT, Turbo 1/1/2/2)
Database Mail, File Data HP 300GB 6G SAS 10K 2.5in DP ENT HDD

1
Implement
4. 2
Web Application Service

QTY
HP ProLiant DL380 G7Intel Xeon
139,000.00
Quad-Core Processor E5620 (2.40
GHz, 12MB L3 Cache, 80W, DDR31066, HT, Turbo 1/1/2/2)
1
OS Microsoft WinSvrStd 2008R2
26,800.00
SNGL OLP NL
1
1,500.00
20
WinSvrCAL 2008 SNGL OLP NL DvcCAL
139,000.00
26,800.00
21,000.00
186,000.00
Total
4. 3
Application Server
HP ProLiant DL380 G7
Intel Xeon Quad-Core Processor E5620
HP 2 GB PC3-10600R (DDR3-1333) Registered DIMMs
HP 146GB 6G SAS 10K 2.5in DP ENT HDD
3 YEARS PARTS & LABOR : 24
HOURS X 7 DAYS
QTY
1
1
3
4
1

.
10/10/2010
99
4. 4
//

HP Server
Microsoft
WinSvrStd
2008R2
SNGL OLP
NL
WinSvrCAL
2008 SNGL
OLP NL
DvcCAL
()
139,000
100
26,800
100
1,600
100

()
-
100
3. Capacity Management

4. 5
Server
CPU Utilization
Memory Utilization
Disk Utilization
File Server
80%
80%
80%
DNS Server
80%
80%
80%
Application
Server
80%
80%
80%

4. 6
Date
Server
01/12/2010 DNS Server

01/12/2010 File Server
01/12/2010 Application
Server
01/01/2011 Application
Server
01/02/2011
Application
Server
CPU
Utilization
Memory
Utilization
Disk
Utilization
4%
4%
4%
2.06
2.06
2.06
92,233,000
92,233,000
92,233,000
10%
10%
10%
2.23
2.23
2.23
101,931,000
101,931,000
101,931,000
11%
11%
2.21
2.21
122,366,000
122,366,000
11%
2.21
122,366,000
101
4. 3 CPU
CPU
CPU
4. 7
Date
Server
Disk
Utilization
01/12/2010
01/12/2010
01/12/2010
01/01/2011
01/01/2011
01/01/2011
01/02/2011
01/02/2011
01/02/2011
DNS Server
File Server
Application Server
DNS Server
File Server
Application Server
DNS Server
File Server
Application Server
712,567,000
712,567,000
712,567,000
702,869,000
702,869,000
702,869,000
682,434,000
682,434,000
682,434,000
102
%
800 GB
4.4
4. 4
4. 8

File Server

Application Server
DNS and
AD Server
103
4. 9
File Server
DNS, AD Server
104
Application Server
105
4. 10

4. 11
Server : Server

CPU Utilization
80%
4%
Memory Utilization
80%
4%
Disk Utilization
80%
4%

76%
106
4.
Availability Management
4. 12

1.

File Server
2.
Web Server
3.
Database Server
4.
107

5.
; 6
6.
; 6
7.
6
;
4. 13
1.

File Server
108

2.

Web Server
3.
Database Server
4.
;
5.
;
6.
109

7.
Back up

4. 14 Back up
# (Full,

Differential,
Incremental)
1
File
server
...
2 Applicat
ion
Server

Full
1 /
Full
1 / 2 /
Full
1 / 2 /
Full
Full
1 /
1 /
1 /
1 / 2 /
110
# (Full,

Differential,
Incremental)

...

3 DNS
Server
...

Full
1 / 2 /
Full
1 /
1 /
Full
1 /
1 /
Full
1 / 2 /
Full
1 / 2 /
Full
1 / 2 /
Full
1 /
1 /
Full
1 /
1 /
Full
1 / 2 /
111
4. 15 Software Maintenance Checklist

(DD/MM/YYYY)
20/12/2010
Operation /
System
20/12/2010
OS Logfile /
../../..
../../..
Configuration
File
Database
20/12/2010 Scan Virus
112
4. 16 Software Maintenance Checklist ()
(DD/MM/YYYY)
20/12/2010
Server
20/12/2010
20/12/2010
Powersup /
ply
UPS
DNS
20/12/2010 Storage
4. 17 Check list
03/03/2011
1.
2.
3.
4.
5.
113
1.

2.

3.

4.

4. 18

/
/
1
File
1
2

Server
2 Applicati
1
on
server
3
DNS
1
system
114
Backup
server

/
/
6

(Vital business function)
50
(Core
processes)
business
115

1.
2.
3.
4.
5.
6.
7.

4. 19 Component Failure and Analysis
File Server
Application
Account
System
File Server
Application Server
DNS Server

4. 20
File Server File

server
File Server
File Server

116
Application
Server
Application
Server
Application
Server
Application
Server
DNS
Server
DNS
Server
DNS
Server
DNS
Server
Web
server
DB server

Web
server
DB server
117
5. Change Management
4. 21 (Change Request Form)
Change Request Form

(RFC No.)

:
:
:
:
:
:
:
/ InfraStructure
Problem/Incident No.
Normal
Emergency
Low
Medium
High

HP/COMPAQ
DELL
VMWARE
PCI300U
D-LINK Print Server
NAS
File Server
Tracking System
Web Server
OS
Debian Linux
SUSE Linux
NASes Linux
Windows 2000
Windows XP
8/8/2008 -
10:00 -
8/8/2008
(// )
/)
(
(// )
18:00
/)
(
./

[ ]
(
(
[ ]
)
/
.
]
] -
(
(
)
/
(
(
)
/
Change Request
118
4. 22 (Impact Analysis Form)

Impact Analysis Report
Report By:
Final
DRAFT
Voice no record by Viewer
Subject
PR No.
December-17-2008 16:00
Time:
17-Dec-08
16:00
Time:
2-Aug-08
16:00
16:15
Report by: Chawit
PR-08-001
GTMM
Incident D/T
Start D/T
Finish D/T
Respond by
December 17, 2008

December 17, 2008
December 17, 2008
16:00
17:00
19:00
IT/ Chawit
Activities:
....file
Activities:

Citas Memory usage
Server
16:25
17:00
17:30
18:00
Cause of problems:
Server overload
Solved by:
Restart Server on Floor 9
Work around
Remote to Viewer Server
Countermeasures

Usage Taskmanagement
Appendix A
Countermeasures
Cause of problems
Trouble-shoot Timeline
Incident
circumstances
Report D/T
Verify By:
Chawit
File server
Server Overload Restart server

119
6. Configuration Management
4. 23
Business Unit : ACG Service
Account

Account
Contact Point : Client/End user(s) of service :

Service Description : account
Account(AD User)

File Server, Web Server Tracking
:
1. ACPAC
:
HP ProLiant DL380 G7 Intel Xeon Quad-Core Processor E5620 (2.40 GHz,
12MB L3 Cache, 80W, DDR3-1066,HT, Turbo1/1/2/2)
Database Mail, File Data HP 300GB 6G SAS 10K 2.5in DP ENT HDD
:
1.
2.(Logging)
:
1.
:
1. FileServer
2.FileServer
3. Back up
:
1.IT Room1
:
120
4. 24
ACG Server
...

(Software)
(Version)
(License
Number)
1 MS Server
2008R2
2 WinPro7
SP1
3 AutoCAD
4 Acpac
2011
5 MySQL
6 PHP
4.4.7
DMK:
XF28G- /
/
KB7KJ-3CQBK9HKC9-QMFXX
057CX LT 2011 / /
/ /
Free
/ /
Free
/ /
.
DMK: MRPDDJF3DV-3XR2M8PV9W-YKWXX
IT Help Desk.
01/12/2010
121
4. 25
Hardware
Hardware
1 CPU
Intel Xeon Quad- /
Core Processor

E5620 (2.40 GHz,
12MB L3 Cache,
80W)
2 Model
HP ProLiant
/
DL380 G7

3 S/N
S/N
/

4 Monitor

Model

5 Monitor S/N

6 Ram
HP 6 GB (3 x 2
/
GB) PC3-10600R
(DDR3-1333)
Registered DIMM
7 Hard Disk 4 x HP 300GB 6G /
SAS 10K 2.5in DP
ENT HDD
8 Optical
HP Slim 12.7mm
Drive
SATA DVDRW
Optical Kit
/

/

/

ITOfficer.
01/12/2010..
122
4. 26
/
/
Code (*A = Add
(RFC
NO#)
Code
C = Change
R = Repair)
.
..
4.26
123
4. 27 Configuration Baseline
:
:
:
CPU:
Memory:
Disk:
Disk:
Power Supply
:
Operating System
:
ACPAC System
IT ACG Room
HP ProLiant DL380 G7 Intel Xeon Quad-Core
Processor E5620
DDR2 2GByte
HP 300GB 6G SAS 10K 2.5in DP ENT HDD
Integrated LAN 2x1Gigabit Ethernet connections
460W 80+ Single Power Supply
MS Windows Server2008R2

Tracking System

Tracking System

:
1. User Account
2. Backup
3. File Sharing

: __/__/____
124
4. 28
Business Unit : ACG System
: APAC
:
: 5
:
version licence
APAC
2011 5

( )
1/10/20
11
4. 29
version

( )
HP Server
1/12/2012
L00001
ASUS PC
10
11/09/2011
L00001
:
1.
2
125
:
1. L00001.
2. .
: /

Configuration Items
1. Configuration Items 5
Configuration Items
5 Configuration Items
2. Configuration Items
2.1 Configuration Items
1
1.1.1 H Configuration Items
1.1.2 S
Configuration Items
1.1.3 D Configuration Items
1.1.4 L
Configuration Items
1.1.5 C Configuration Items
2.1 Configuration Items 5
126

Configuration Items
2.2 Configuration Items Configuration Items

H00001 Configuration Items
C00001 Configuration Items
4. 30
APAC..
..
D00001
D00002
/ 31/12/2009

31/12/2010

/
L00001
2.3
L00001
4.30
L00001
127
System Configuration Document

4.31
4.36
4. 31 System Environment
Operating System
MS Window Server 2008R2
Anti-Virus System
Symentech
Backup System
Window backup
Server Name
ACGServer
Public IP Address
58.64.81.45
Private IP Address
192.168.2.254
Subnet Mask
255.255.255.0
Gateway
192.168.2.1
DNS
ACGServer
Local Account
User name : administrator

Password :Acg@2011
Domain Admin
User name : administrator

Password : Acg@2011
4. 32 Service port
No.
Port
Protocol
Source
Destination
1
2
3
128
4. 33 Hardware
Machine Type
HP ProLiant DL380 G7
Serial Number
S/N
Processor
Intel Xeon Quad-Core Processor E5620
Memory
4 GB
Hard Disk Configuration
HP 6 GB (3 x 2 GB) PC3-10600R (DDR3-1333) Registered

DIMMs
Fault Tolerance
Hard Disk Partition
3 Partiton
Power Supply
460w
Network Interface Card
1GB Enternet
Warranty
3 Year
4. 34 Software
Software Name
Windows Server 2008R2 Standard
License
DMK: MRPDD-JF3DV-3XR2M-8PV9W-YKWXX
Developed By
Microsoft
Version
SP1
Binary Location
L00001
Source Location
/ Windows version
UNIX version
Compatible with Operating

Linux version
System
MAC version
129
Development Tools
Coding Language (include
version)
Web Application Batch Application DLL
Application Type
GUI / Other
Database System
Maximum Capacity
Maximum Concurrent
Service Available
4. 35 Vendor Contact Point in emergency
Name
Value
E-mail address
support@value.co.th
Telephone
023152661
4. 36 ITs responsibility
Position
Name
Project Manager Phaithun
E-mail address
Telephone
phaithun@itcitizens.co.th
0899264194
IT Officer 1
IT Helpdesk
Developer
130
6.
Problem Management
Incident ( Incident)
4. 37 Problem Analysis
Problem Analysis Report
Final
DRAFT
Incident
circumstances
Trouble-shoot Timeline
Verify By:
Chawit
Phaithun
Breaker Trip At JAT
Subject
Report D/T
Report By:
January-26-2009 11:00
Time:
26-Jan-09
8:30
Time:
26-Jan-09
8:30
8:45
Report by: Chawit
Incident D/T
Start D/T
Finish D/T
Respond by
PR-09-001
PR No.
IT Citizens Co., Ltd.
January 26, 2009

January 26, 2009
January 26, 2009
8:30
8:30
10:50
IT/
Activities:
JAT

Activities:

9:00
9.30
10.20
10.30
10.40

Breaker

Breaker

Server
admin

10:50
Breaker
Cause of problems:
1. Power overload

2. Breaker

Solved by:
Breaker

Work around
Check Breaker
Countermeasures
1.
2.

3.
Breaker

Appendix A
Countermeasures
Cause of problems
4.36 Breaker

131
4. 38 Major Problem Review Problem

Major Problem Review Report
( Priority)
No.
Major Problem
Priority
Root Cause
Solution of Solving
1 Login
Priority 1 Server
UPS

Server
2 Priority 1 Hardisk
Hard disk File
Server

3
Other Solution
-
E-Mail
Hard disk
- Mail box

132
4. 39 Problem Investigation (
IT)
Problem Investigation Report

Problem ID : PB00002
Problem :
Problem Type : File Server
Priority : Priority 1 (High)
Equipment Type : Server On Colocation
Request User :
Inform Date : 7-Feb-53
Summary
User Impact :
Switch No. 1
Request
Cause of Problem :
Hard disk File Server
Detail of Analysis :
Action / Information
Place
Date/Time
Contact
7-Feb-54
Switch
09.10 .

08621131
Next Action :
E-Mail Hard disk
Mail box
Investigator : (IT Admin)
133
4. 40 Trend Analysis Problem

Trend Analysis Problem 2552
Problem
Priority 1
Priority 2
Priority 3
Problem Service
File Server
2
0
1
3
Tracking System
0
1
1
2
Web Server
1
0
0
1
Service
0
2
1
3
Problem Priority
3
3
3
100%
80%
Series3
60%
Series2
40%
Series1
20%
0%
File Server
Tracking System
Web Server
Service
4.40 File Server 3 Priority 1

File Server Web server Web Server
Prioryty 1
134
7. Incident Management
4. 41 Incident Issues Form
Incident Issues Form
No. Incident
No.
IC0001
Problem
Finding &
removing
underlying
Problem
IC0002
Problem
File Server
IC0003
Problem
IC0004
Service
Reference
Number of
repeated
incident in
2009
Web Server
1
Incident Description
Raised
By
Date
Logged
Time
Logged
Priority
Status
Current
Owner
History
14.45
14.50 Vendor
Power Supply
17.30 Vendor

18.00
09.10
09.20 E-mail
E-mail

Hard
11.00

disk
16.50
16.55
LAN
Print Server
17.00 Printer
Server
16.50
16.55 Vendor
Hard disk
20.00 Vendor
Hard
disk
20.10

Last Update
Month
Website
8/12/210
14:30
Closed
E-Mail

7-Aug-09
09.00
Closed
File Server
16.40
Closed
Problem
acking Syste
Back up
Back
up
4-Aug-09
16.30
Closed
IC0005
Problem
Service

Computer MD
Virus
17-Aug-09
10.00
Closed
10.10
10.20 Update Anti Virus
database

Service Scan Virus

12.00 Scan Virus
Clean Virus

IC0006
Problem
Service

13-Aug-09
08.10
Closed
August
IC0007
Problem
File Server
20-Aug-09
11.10
Closed
08.40
08.30
Problem issue
08.35
Server

09.00

11.20
11.30

11.35 Share
file
IC0008
Problem
Service

Blue Screen
18-Aug-09
13.00
Closed
14.00
Problem issue
August
IC0009
Problem
acking Syste
Log on

23-Aug-09
15.00
Closed
14-Aug-09
13.30
13.40 Vendor
RAM
15.00 Vendor

RAM
15.10

15.10
15.15 Lock

15.20

18.00
Problem issue
August
09.30
Problem issue
August
17.10

August
18.00
Problem issue
August
13.00
Check Virus Flash
Drive
Computer Lab
August
August
August
4. 41
135
8. HelpDesk
4.42
4. 42 Incident
//

:
IT Help Desk Name:
//
136
4. 43

. ....20/12/2010.........................
...................................................
. ........L00001 .............................................
.....027260224.............................................

................... File Server .........................................................
...................... ................... .......................................................................................................
...... .. ........................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
............................................................................................................
.......... ......
(...............................................)
. ......20/12/2010..........................
........ ....
(.................................................)
20/12/2010
........
(...................................................)
. ......... 20/12/2010.............
137
4. 44 IT Help Desk
1
1. /
2. ....25...........
3.
.................................
2 IT Help Desk
5
1.
2.
3.
4.
5.
/
/
6.
7.
8.
.......................................................................................................................................
.....................................................................................................................................
138
20
4.45
4. 45

1.
72
93
29
2.
60
85
42
3.
62
73
18
4.
5.
80
95
19
85
90
6.
90
90
7.
85
95
12
8.
60
60
33
594
701
18
107 18%
ITIL

Service level agreement

139

ITIL

ITIL

ITIL

ITIL IT Service

- Centralize
-
-
-
-
-
-
140

-
-

ITIL

141

[1] IT Infrastructure Library (ITIL)

[2] IT Service Management ITIL

Refresh Special Report [e]LEADER
[3] http://cyberu.212cafe.com/archive/2009-03-04/itil/
[4] Official ITIL Website: http://www.best-management-practice.com/
[5] (.) The Institute of Internal
Auditors of Thailand (IIAT),
http://www.bloggang.com/viewblog.php?id=tidtee&group=3
142

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021 โครงการประยุกต์กระบวนการ ITIL กับการบริการด้านเทคโนโลยีสารสนเทศ

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ITIL

Applying ITIL Framework to IT Services project

ITIL Best Practice ITIL

ITSM General Motors, DHL, Procter &

(Service-level agreements, SLAs)

Service Level Agreement

(Role and Responsibility) 3.1

Key Account Sales

(Service Management Policy)

Exceptions to terms and Conditions of SLA : Change Request

Contact Point : IT Helpdesk

Remark : IT Helpdesk Officer Service

Security Requirement : Change Request

Service Targets : Link

Security Requirement : Link

Max Resolution Time Resolution Target

3.2.2 Financial Management

5) (Role and Responsibility)

85,000 135,000 3,270,000 140,000

3.2.3 Capacity Management

HP 6 GB (3 x 2 GB) PC3-10600R (DDR3-1333) Registered DIMMs

(Role and Responsibility)

(Service Management Policy)

3.2.4 Availability Management

5) (Roles and responsibilities)

Component Failure and Analysis

3. 11 Component Failure and Analysis

Development Manager Check list

Microsoft Windows Maintenance

Process Activity : Windows Maintenance

Future Technology Plan

3. 16 Future Technology Plan

Component Failure and Analysis

Future Technology Plan

3.2.5 Change Management

(Key Performance Indicator)

(Roles and responsibilities)

(Process Details/Process Repeatability)

Minor, Medium, Major

Emergency Change Requester CAB Change

- (Change Request Form)

3.2.6 Configuration Management

2.2 Configuration Item (CI):

2.5 Request for Change:

7) (Process details/Process repeatability)

7.5 (Configuration Review)

3.2.7 Problem Management

4) (Role and Responsibility)

- Assistant Service Manager

3. 23 Major Problem Review Problem Management

5.2 Trend Analysis Problem Management

- Assistant Service Manager

3. 24 Trend Analysis Problem Management

3.2.8 Incident Management

(Key Performance Indicators)

(Role and Responsibility)

Priority Priority 3 email

Response Time Response

Resolve Time Resolve

(Outage / Availability Notice)

(Reassign Problem or Problem

5) (Role and Responsibility)

6.2 Backup IT Helpdesk Officer Backup

1. Service Level Agreement