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在业务运行愈加依赖于IT服务的情况下,IT服务可用性逐渐成为衡量IT服务提供方绩效的最重要的服务级别指标。本文在本单位实施ISO/IEC 20000体系的前提下,从研究影响服务可用性的因素入手,以消除IT服务可用性所面临的风险为目的,同时对其它企业实施ISO/IEC 20000的经验进行借鉴,选择适宜的方法和工具,依据ISO/IEC 20000对可用性管理过程的要求,总结提高IT服务可用性的具体措施,尝试寻找持续保持并改进服务管理体系和服务效能的途径。
As service operations become more dependent on IT services, IT service availability is gradually becoming the most important service-level measure of the performance of IT service providers. Based on the implementation of ISO / IEC 20000 system, this paper starts with the study of the factors affecting service availability and aims to eliminate the risks of IT service availability. At the same time, it also draws on the experiences of other enterprises in implementing ISO / IEC 20000, Appropriate methods and tools to summarize specific measures to improve the availability of IT services based on ISO / IEC 20000 requirements for the availability management process and to find ways to continuously maintain and improve the performance of service management systems and services.