HP Service Manager 9.4最佳实践指南：兼容Windows与UNIX系统
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HPSM 9.4 Best Practise 是一份针对 HP Service Manager 9.4 的指南，该版本适用于 Windows 和 UNIX 操作系统。这份文档发布于2015年4月，软件本身在同年1月就已经发布。文档旨在提供详细的流程指导和最佳实践，特别是对于经典模式下的HP Service Manager。
在阅读这份资料时，用户可以期待以下关键知识点：
1. **软件支持平台**：9.4版的 HP Service Manager 支持Windows和UNIX操作系统，这意味着用户可以根据自己的组织环境选择合适的系统进行部署和管理服务。
2. **文档结构与目的**：作为"Processes and Best Practices Guide (Classic Mode)"，它专注于帮助管理员和运维人员了解和实施有效的服务管理流程，包括但不限于服务请求处理、故障管理、变更管理和持续改进等方面的最佳实践。
3. **法律注意事项**：文档强调了HP提供的仅限于明示保修声明，不包含额外的保修承诺，并且明确指出HP不对技术或编辑错误或遗漏负责。此外，用户在使用过程中需注意，信息可能随时更新，且软件属于受限制的计算机软件，需要合法的HP许可才能使用。
4. **版权和商标**：版权方面，文档由Hewlett-Packard Development Company, L.P.在1994年至2015年间持有。Adobe和Microsoft以及相关的Windows都是Adobe Systems Incorporated和Microsoft Corporation的注册商标。
5. **政府授权**：对于美国政府用户，根据FAR 12.211和12.212条款，商业计算机软件、文档和技术数据是按照供应商的标准商业许可进行授权的。
6. **用户责任**：用户在使用HPSM 9.4时，必须遵守文档中的指导，因为它们构成了产品和服务的使用条件，尤其是对于商业用途的客户，这关系到许可证合规性和法律责任。
通过这份Best Practise指南，HP Service Manager 9.4的使用者可以优化服务流程，提高效率，确保服务质量，同时遵循相应的法律要求。理解并遵循这些最佳实践对于提升组织的IT服务管理水平至关重要。
Applicable controls from Control Objectives and IT Process Framework (COBIT) 4.1 and International
Organization for Standardization (ISO) 20000 are also incorporated in the processes.
l COBIT 4.1 and the ServiceManager best practices describe the mapping between the COBIT 4.1
controls and the applicable ServiceManager best practices reference.
l ISO 20000 and the ServiceManager best practices describe the mapping between the ISO 20000
controls and the applicable ServiceManager best practices reference.
By making optimal use of the functionality that ServiceManager offers, you can implement state-of-
the-art service management processes.
ITIL V3
ITIL processes provide a framework with which you can identify, record, and control all of the objects
that make up an information technology (IT) infrastructure. It has become the most widely accepted
approach to ITSM in the world. A key concept of ITIL is that of services. A service is a means of delivering
value to customers by facilitating outcomes customers want to achieve without the ownership of
specific costs and risks. ITIL V3 is a lifecyle-based approach with five stages aimed at delivering a set of
services to achieve defined business outcomes.
ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the
accommodation and environmental facilities needed to support IT. ITIL has been developed in
recognition of organizations' growing dependency on IT and embodies best practices for IT Service
Management. For complete information on ITIL, see their web site at www.itil-officialsite.com.
The HP ServiceManager processes are based on ITIL V3 theory and are referenced in the ITIL V3 core.
The ITIL core consists of the following five documents, each of which describes a different aspect of
providing Service Management:
l Service Strategy focuses on how to design, develop, and implement Service Management both as a
service and as a strategic asset. It gives guidance on how to improve the alignment between your
Service Management capabilities and your business strategies. Important topics include Service
Portfolio Management and Financial Management.
l Service Design focuses on how to design, develop, improve, and maintain value over the lifecycle of
services and Service Management processes. It gives guidance on how to convert strategic
objectives into services and service assets. Important topics include Availability Management,
Capacity Management, Continuity Management, and Security Management.
l Service Transition focuses on how to transition new or updated services into operation. It gives
guidance on how to control the risks of failure and disruption and prevent undesired consequences
Processes and Best Practices Guide (Classic Mode)
Chapter 1: HP Service Manager Processes and Best Practices
HP Service Manager (9.40) Page 16 of 520
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