惠普助力中国企业进入IT服务管理新阶段

去年年底．国际标准化组织和国际电工委员会正式颁布了国际范围内普遍认可的第一部规范1T服务管理标准——“ISO／IEC 20000（信息技术服务管理）”标准，意味着IT服务管理（ITSM）从指导性理念终于发展成为国际统一的标准．标志其在全球的应用进程迈出了历史性的一步。而ISO／IEC 20000的诞生．也给世界各国的IT服务管理领域带来了巨大的冲击与挑战．例如英国国家商务部就宣布将于今年年底前颁布ITIL（IT管理最佳实践经验库）修订更新后的3．0版本。     

基于ISO 20000 的IT 服务管理平台的研究与实现

ISO20000 是国际范围内认可的第一部规范IT 服务管理的标准。本文根据ISO20000 并结合网管软件提 出一种IT 服务管理平台建设方案,包括IT 服务管理与健康检查两部分内容。通过IT 服务管理,以多 厂商、多设备、多资源、多指标、多方式的数据采集与基于丰富的厂商设备产品数据库与图形库以及多 种发现算法的网络拓扑发现与绘制为基础,基于jBPM 实现ISO20000 的各管理流程。通过健康检查实现对IT 服务管理结果的周期性检查,实现对网络设备与系统的健康状况进行周期性、自动化、多角度的检查与分析     

ISO20000可以代替ITIL吗？

对于中小企业来说,ITIL也许永远只是一个渴望而不可及的梦。在实施ITIL条件不成熟的情况下,ISO/IEC20000也许是个很好的代替品。众所周知,ITIL是IT服务管理的最佳实践。ISO/IEC20000是IT服务管理要求或者说是IT服务管理实践的要点。IT的营运,直接说就是IT服务管     

巧用PDCA循环实现配置管理

配置管理作为IT基础设施信息的提供者和维护者,是企业实行ISO20000的基础和控制点,是ISO20000的核心流程之一,在IT服务中占有重要地位。但在落实配置管理的过程中,人们却总是易为企业内众多的IT基础设施信息所困扰。为此,可借鉴质量管理中的PDCA过程方法,通过PDCA引导企业实现配置管理的构建和管理。     

ISO20000：像造产品一样生产服务？

5月17日,国际标准组织(ISO)正式接受BS15000成为一个新的国际标准,即ISO20000。该标准的颁布,意味着IT服务管理(ITSM)在国际范围内的标准化进程又向前迈进了一大步。从企业的个别实践,到ITIL,到BS150000,再到ISO20000,我们看到了IT服务提供(运营)过程从混沌到明晰的渐变。     

传递“标准化价值”

如果某家IT服务提供商告诉你他们通过了ISO20000和ISO27001认证,你一定不会觉得是什么大新闻,因为在全球IT服务逐渐走向专业化和外包化的过程中,这已经并不鲜见。     

2000年的网络可用性：有多少个9

越来越多的IT从业者正在测试网络可用性和他们的网络所能达到的精确可用性级别。3Com网络系统的高级副总裁和总经理Edgar Masri说：“整个IT业界都会忙于测试可用性。度量可用性不仅仅和设备有关，而且还涉及到紧急服务的类型和质量以及可以提供的支持。设备将稳定地发展到具有5个9的可靠程度，3Com将和所有合作伙伴一起为实现这一目标而奋斗。”     

2006Q1平台软件市场统计

随着ISO/IEC20000的认证推广和ITIL3.0新版的面世,IT服务管理在中国的应用将进一步走向深入,另一方面,由于实施难度和专业性的提升,进入这一领域的“门槛”也更高了……     

IBM服务通过IT服务国际认证

10月19日,IBM全球服务(中国)有限公司ISO/IEC 2000认证授牌仪式在京举行,以庆祝该公司在国内率先通过此项国际认证,成为国内首批能提供完备ISO/IEC 20000认证咨询服务的外资IT服务企业之一.     

ITIL走过20年

制定于20世纪80年代末期的ITIL，是英国政府用于证实IT最佳实践的一个项目，随后发展成IT服务管理的架构，并成为国际标准（ISO／IEC20000）。第二版本是第一版本的升级，出版于2000年，主要是关注在改善过程中应该做什么。第三版本的升级，开始于2004年，关注的是服务驱动的生命周期，主要强调ITIL最佳实践的执行支持，以及在改善过程中需要注意的细节。     

Validating the ISO/IEC 15504 measure of software requirementsanalysis process capability

ISO/IEC 15504 is an emerging international standard on software process assessment. It defines a number of software engineering processes and a scale for measuring their capability. One of the defined processes is software requirements analysis (SRA). A basic premise of the measurement scale is that higher process capability is associated with better project performance (i.e., predictive validity). The paper describes an empirical study that evaluates the predictive validity of SRA process capability. Assessments using ISO/IEC 15504 were conducted on 56 projects world-wide over a period of two years. Performance measures on each project were also collected using questionnaires, such as the ability to meet budget commitments and staff productivity. The results provide strong evidence of predictive validity for the SRA process capability measure used in ISO/IEC 15504, but only for organizations with more than 50 IT staff. Specifically, a strong relationship was found between the implementation of requirements analysis practices as defined in ISO/IEC 15504 and the productivity of software projects. For smaller organizations, evidence of predictive validity was rather weak. This can be interpreted in a number of different ways: that the measure of capability is not suitable for small organizations or that the SRA process capability has less effect on project performance for small organizations     

A serious game for teaching the fundamentals of ISO/IEC/IEEE 29148 systems and software engineering – Lifecycle processes – Requirements engineering at undergraduate level

In the context of software engineering education, there is a recurrent demand for new approaches and techniques that support the application and transfer of knowledge to real-life situations with the aim of encouraging a more active learning among students. In particular, serious games have recently become an important learning resource for teaching the fundamentals of software process standards at undergraduate level. However, poor effort has been made to create a serious game that supports the teaching of the ISO/IEC/IEEE 29148:2011 Systems and Software Engineering – Lifecycle Processes – Requirements Engineering, an international standard that specifies the required processes that are to be implemented by requirements engineering for systems and software products (including services) throughout the lifecycle. With this in mind, a serious game called “Requengin” has been developed to provide undergraduate students with an interactive learning environment to facilitate the introduction of ISO/IEC/IEEE 29148:2011. The main objective of the game is to strengthen the comprehension and application of the main processes of the standard and some related requirements engineering techniques. Requengin was designed to simulate an academic library where players must apply the requirements engineering processes with the aim of changing the traditional management system by a software system while they receive, at the same time, preliminary training in ISO/IEC/IEEE 29148:2011. The results obtained by empirical evaluation indicate that Requengin could potentially contribute to an improvement in students’ acquisition of knowledge about ISO/IEC/IEEE 29148:2011, while also improving levels of motivation.     

一种有效的风险评估模型、算法及流程

风险评估作为信息安全管理流程中最关键的步骤之一,需要一套科学的模型来保证其有效实施。研究和制定风险评估的模型、算法和流程成为当前研究的热点问题。该文依据ISO/IEC通用标准及一些商用标准,提出了一种较为科学且行之有效的风险评估模型和算法,并且描述了风险评估的流程,对组织自评估有很好的参考意义。     

Assurance and IT Development Paces and Challenges

ISO/IEC 15408, “Evaluation criteria for IT security”, was initially published almost twenty years ago. Originating from a number of governmental certification bodies, the standard has gained international acceptance. However, the needs for IT security certification are evolving and at the same time there is more demand than ever before. ISO/IEC 15408 is currently under revision, and many of the current needs are being taken into account in the new design of the standard that is expected to be published in 2020.     

以服务为中心的IT管理——ITSM

目前,IT服务管理在国内已经存在了近十年,并且已得到许多大型企业的重视,由于随着对信息化依赖程度的提高,因此需要一种规范化的IT服务管理来保障IT服务对业务的服务与支持。本文主要阐述ITSM核心思想及其服务管理在实施方面存在的问题。     

Creating value through governing IT deployment in a public/private-sector inter-organisational context: a human agency perspective

Harnessing value from Information Technology (IT) has long been a focus of research, but evidence is lacking about how effective practice of Information Technology Governance (ITG) contributes to creating value for stakeholders in inter-organisational contexts. This is especially so for public/private sector partnerships. In this study we used ISO/IEC 38500:2008, the corporate governance of IT standard, to direct analysis of how ITG was practised in deployment of a large IT project in an inter-organisational public/private sector context. The findings demonstrate that ITG strategies related to human agency contribute to the realisation of value for participating stakeholders, particularly through pre-emptive stakeholder participation in evaluating IT functionality of the old system and iteratively in deployment of the new system. Further, our investigation shows that ISO/IEC 38500:2008 has merit as an analytical framework to objectively evaluate corporate governance of IT, although there is need for some enhancement.     

Standardization in information security management

The paper describes the state of the art in the standardization in information security management. The requirements to the standards being developed, the types of standards, and the principles to adhere to are discussed. The study is based on the documents adopted within the subcommittee 27 “IT Security techniques” of the joint technical committee ISO/IEC JTC 1 “Information technology”.     

基于ISO/IEC17025的LIMS设计及实施策略

为提高检测实验室管理水平,LIMS的应用必不可少,将信息技术与实验室现有的质量管理体系相结合,构建符合ISO/IEC17025:2005标准的信息平台是LIMS的发展方向。该文以实例介绍了一个基于ISO/IEC17025的实验室信息管理系统(LIMS)产生、设计思想、实施策略以及实施取得效果。