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据说人们无法管理难以测量的东西,因此,必须对真正至关重要的事物进行评估。如像(SaaS)软件那样面向IT服务管理的全新服务模式以及为此提供支持的社交媒体新兴通信渠道的出现,需要我们重新改变对服务绩效的传统评估方式。随着人们开始更多地依靠SaaS、社交媒体以及以服务为中心的IT服务,我们需要重新审视服务评估指标。评估——传统视角由于希望从IT中取得最丰厚的投资回报,各个公司越来越重视能够帮助他们确保服务交付质量的服务台应用,如事件、知识、自助服务、问题管理以及变更、服务请求和服务水平协议(SLA)管理等。此外,服务工具与其他IT服务管理工具更加广泛的集成在一起,包括配置管理(CMDB或发现库)、资产、服务目录及项目管理等。据Gartner称“无论规模大小、形态如
It is said that people can not manage things that are difficult to measure, so things that really matter are the things that must be evaluated. The emergence of a new service model for IT service management like SaaS software and the emergence of emerging social media channels to support this requires us to reshape the traditional assessment of service performance. As people begin to rely more on SaaS, social media, and service-centric IT services, we need to re-evaluate service metrics. Assessment - Traditional Perspectives With the hope of maximizing the return on investment from IT, companies are increasingly focusing on help desk applications that help them ensure the quality of service delivery such as incident, knowledge, self-service, problem management and change, service requests And service level agreement (SLA) management. In addition, service tools are more widely integrated with other IT service management tools, including configuration management (CMDB or discovery libraries), assets, service catalogs, and project management. According to Gartner, ”No matter the size or shape,