IME PROCESA: tehnična podpora (ict technical support)

Skrbniki procesa

Proces so oblikovali:

Namen procesa

Tehnična podpora (Technical Support) zagotavlja razpoložljivost potrebne podpore, znanja in sposobnosti, ki so osnova za celotno storitev, ki jo izvaja IKT IM. Vzdržuje poglobljeno strokovno znanje za zagotavljanje informativnih napotkov ter dejanskih virov za raziskovanje in razvoj novih tehnoloških rešitev, poleg tega pa tudi tretje ravni tehnične podpore vsem drugim področjem IT.

Okolica procesa

Na spodnjem modelu je prikazan vrhnji (kontekstni) pogled na procesno področje, kjer je procesno področje modelirano z enim samim procesom. Vsi ostali elementi modela (vloge, vhodni izhodni dokumenti, standardi, dogodki, izjeme, metrike, ...) prikazujejo interakcijo okolice z obravnavanim procesnim področjem in obratno.

Dokumenti v procesu

Vhodno/Izhodni dokumenti

Vhodni dokumenti procesa so:

* current ICT infrastructure documentation such as network maps and content from the Technical Infrastructure Library
* quality assurance documentation provided as part of the handover to an operational environment
* commercial procurement policies and standards as part of the Supply Chain Management processes
* IT Service Continuity Plans that will define the level of technical activity required to safeguard and restore critical systems
* contracts, Operational Level Agreements and Service Level Agreements documenting third party support arrangements
* Release Management processes
* Deployment tactics
* operational requirements that are the basis of the need for skilled resources.
* technical bulletins from suppliers to either affect a fix or improve service availability and performance. Examples of these inputs may be exposed vulnerabilities or exploits identified within an infrastructure by CERT (originally known as the Computer Emergency Response Team), e-mail alerts or items posted on websites
* technical White Papers on specific technology domains, such as known problems or new facilities, that will improve the operation of specific infrastructure components
* technical advice and guidance from external consultancies to undertake a specific task or generic operation within the organisation’s infrastructure
* site standards such as information security and ISO 17799/BS 7799 to assist the technical implementation of the security policies created using the guidelines contained within these public documents
* output from monitoring tools to enable the compilation of trend information.

Izhodni dokumenti (rezultati) procesa so:

* analysis and recommendations on the performance of individual components and the infrastructure as a whole
* technical reports on problem and incident control
* SLA exception reports
* procedures for operational staff
* feedback to D and P function regarding planned system implementations
* technical project input to assist planning processes
* test results utilising test lab equipment and tools
* assistance with the Deployment process
* tools and infrastructure to support Release Management
* updated and verified CMDB CIs.

Referenčni dokumenti (standardi)

Proces je skladen s sledečimi standardi:

...

Seznam ostalih dokumentov, ki se uporabljajo znotraj procesa.

Vloge v procesu

Seznam vlog v procesu.

Meritve procesa

Proces merimo s sledečimi metrikami:

..

Procesni model

Na spodnjem modelu so prikazani specifični cilji in specifične prakse procesnega področja v obliki procesa. Pri tem vsebuje model akterje in njihove vloge v procesu (izvaja, sodeluje, odloča, je obveščen o).

Procesni model z bazeni

Na spodnjem modelu so v ospredju sporočilni tokovi ki potekajo med vlogami oziroma akterji, ki sodelujejo v procesnem podočju. V bazenih ne prikažemo podrobnosti.

fokusirani pogledi na bazen

Fokusirani pogledi na podrobnosti bazenov prikazujejo podrobnosti tri najbolj 'pomembnih' bazenov.

Podrobnosti so prikazane do nivoja specifičnih pod-praks (subpractices).

Na spodnjem modelu so prikazane podrobnosti bazena vodja.

Na spodnjem modelu so prikazane podrobnosti bazena načrtovalec.

Ovrednotenje ORODJE ZA MODELIRANJE PROCESA

Naziv orodja: Business Process Visual ARCHITECT

URL orodja: http://www.visual-paradigm.com/

Slika (dela) procesa v izbranem orodju:

Povezava na poročilo o ovrednotenju orodja