1、 International Telecommunication Union ITU-T E.480 TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (09/2006) SERIES E: OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS Network management Checking the quality of the international telephone service Framework for servic
2、e management operational requirements Service management ITU-T Recommendation E.480 ITU-T E-SERIES RECOMMENDATIONS OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS INTERNATIONAL OPERATION Definitions E.100E.103 General provisions concerning Administrations E.104E.119
3、 General provisions concerning users E.120E.139 Operation of international telephone services E.140E.159 Numbering plan of the international telephone service E.160E.169 International routing plan E.170E.179 Tones in national signalling systems E.180E.189 Numbering plan of the international telephon
4、e service E.190E.199 Maritime mobile service and public land mobile service E.200E.229 OPERATIONAL PROVISIONS RELATING TO CHARGING AND ACCOUNTING IN THE INTERNATIONAL TELEPHONE SERVICE Charging in the international telephone service E.230E.249 Measuring and recording call durations for accounting pu
5、rposes E.260E.269 UTILIZATION OF THE INTERNATIONAL TELEPHONE NETWORK FOR NON- TELEPHONY APPLICATIONS General E.300E.319 Phototelegraphy E.320E.329 ISDN PROVISIONS CONCERNING USERS E.330E.349 INTERNATIONAL ROUTING PLAN E.350E.399 NETWORK MANAGEMENT International service statistics E.400E.404 Internat
6、ional network management E.405E.419 Checking the quality of the international telephone service E.420E.489 TRAFFIC ENGINEERING Measurement and recording of traffic E.490E.505 Forecasting of traffic E.506E.509 Determination of the number of circuits in manual operation E.510E.519 Determination of the
7、 number of circuits in automatic and semi-automatic operation E.520E.539 Grade of service E.540E.599 Definitions E.600E.649 Traffic engineering for IP-networks E.650E.699 ISDN traffic engineering E.700E.749 Mobile network traffic engineering E.750E.799 QUALITY OF TELECOMMUNICATION SERVICES: CONCEPTS
8、, MODELS, OBJECTIVES AND DEPENDABILITY PLANNING Terms and definitions related to the quality of telecommunication services E.800E.809 Models for telecommunication services E.810E.844 Objectives for quality of service and related concepts of telecommunication services E.845E.859 Use of quality of ser
9、vice objectives for planning of telecommunication networks E.860E.879 Field data collection and evaluation on the performance of equipment, networks and services E.880E.899 OTHER E.900E.999 For further details, please refer to the list of ITU-T Recommendations. ITU-T Rec. E.480 (09/2006) i ITU-T Rec
10、ommendation E.480 Framework for service management operational requirements Service management Summary Service management (SM) is a new operational discipline being introduced to manage the increasing complexity associated with services built up from multiple interconnected networks delivering conte
11、nt from multiple sources. This Recommendation is intended to support and define the role of service management. It explains the service management principles and functions. The major part of this Recommendation provides a definition of service management and provides a framework for further analysis
12、 of the operational activities associated with service management. Source ITU-T Recommendation E.480 was approved on 6 September 2006 by ITU-T Study Group 2 (2005-2008) under the ITU-T Recommendation A.8 procedure. Keywords Service, service development, service development users of this Recommendati
13、on are therefore encouraged to investigate the possibility of applying the most recent edition of the Recommendations and other references listed below. A list of the currently valid ITU-T Recommendations is regularly published. The reference to a document within this Recommendation does not give it
14、, as a stand-alone document, the status of a Recommendation. ITU-T M.3050 ITU-T Recommendation M.3050.x (2007), Enhanced Telecom Operations Map (eTOM). BS 15000 Information technology infrastructure library (ITIL). (Same as ISO 20000.) 3 Definitions This Recommendation defines the following terms: 3
15、.1 service management: The operational processes responsible for planning, development, deployment, usage and support of the service infrastructure, as well as the operational processes responsible for deploying, providing and supporting individual services as part of packaged product offerings to c
16、ustomers. 2 ITU-T Rec. E.480 (09/2006) 3.2 service: A logical capability that is packaged as part of a product offering by service providers to their customers. The totality of the capability available to customers within the product offering is derived from the services which collectively are packa
17、ged within the offering. An individual service is derived from the service infrastructure and may be visible to customers in which case it is known as a customer facing service, or it may be only invisible to, or indirectly detectable by, a customer in which case it is known as a resource facing ser
18、vice. 3.3 customer facing service: A logical capability that is packaged as part of a product offering by service providers to their customers, which is directly purchased, leased, visible to and/or otherwise directly usable by those customers. The logical functionality can be derived from underlyin
19、g network or information technology (i.e., a dedicated contact number or tailored web- based access to operational support for a specific customer), or may be delivered or supplied by staff or contractors employed by the service provider (i.e., dedicated service team or help desk for a specific cust
20、omer). 3.4 resource facing service: A logical capability that is packaged as part of a product offering by service providers to their customers, but which is not directly visible to and/or usable by those customers. The logical functionality can be derived from underlying network or information tech
21、nology (i.e., MPLS capabilities provided as part of a router), or may be delivered or supplied by staff or contractors employed by the service provider. 3.5 service infrastructure: All physical and logical capabilities which are used to derive, deploy and directly manage services. The capabilities c
22、ould be represented by an organizational capability (i.e., dedicated service team for a specific customer), or by physical and/or logical capability which delivers the packaged service (i.e., MPLS and associated IP VPN management systems, or web-servers dedicated to support online access to service
23、supported by customers). 3.6 service management & operations (SM&O): This horizontal functional process grouping focuses on the knowledge of services (access, connectivity, content, etc.) and includes all functionalities necessary for the management and operations of communications and information s
24、ervices required by or proposed to customers. The focus is on service delivery and management as opposed to the management of the underlying network and information technology. Some of the functions involve short-term service capacity planning for a service instance, the application of a service des
25、ign to specific customers or managing service improvement initiatives. These functions are closely connected with the day-to-day customer experience, see ITU-T M.3050. 3.7 service development & management (SD&M): This horizontal functional process grouping focuses on planning, developing and deliver
26、ing of services to the operations domain. It includes processes necessary for defining the strategies for service creation and design, managing existing services and ensuring that capabilities are in place to meet future service demand, see ITU-T M.3050. 3.8 “end to end“: The scope of a service refe
27、rring to all physical and logical elements that constitute the service, as well as the application, presentation and transport mechanisms to deliver the service. This allows measurement (across the network) between service end points, providing an accurate assessment from a customers perspective. 3.
28、9 configuration management database (CMDB): A database that contains all relevant details of each CI and details of the important relationships between CIs. 3.10 configuration management plan: Document setting out the organization and procedures for the configuration management of a specific product
29、, project, system, support group or service. BS 15000 3.11 configuration management: Configuration management covers the identification of all significant components within the IT Infrastructure and recording details of these components in the configuration management database (CMDB). Importantly th
30、e configuration management system ITU-T Rec. E.480 (09/2006) 3 also records relationships between these components. It provides comprehensive information about all components in the infrastructure that enable all other processes to function more effectively and efficiently. BS 15000 3.12 change mana
31、gement: Change management covers the process of IT change for all types of change, from the request for change, to assessment, to scheduling, to implementing, and finally to the review. It is the change management process that produces approval (or otherwise), for any proposed change. 3.13 release m
32、anagement: Release management is very closely linked with configuration management and change management, and undertakes the planning, design, building, and testing of hardware and software to create a set of release components for a live environment. Activities cover the planning, preparation and s
33、cheduling of a release to customers and locations. BS 15000 3.14 incident management: The primary goal of the incident management process is to restore normal service as quickly as possible following loss of service, and to minimize the adverse impact on business operations, thus ensuring that the b
34、est possible levels of service quality and availability are maintained. An incident is defined as any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service. BS 15000 3.15 problem management: T
35、he goal of problem management is to minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. In order to achieve this goal, problem management seeks to get to the root
36、 cause of incidents and then initiate actions to improve or correct the situation. The problem management process has both reactive and proactive aspects. The reactive aspect is concerned with solving problems in response to one or more incidents. Proactive problem management is concerned with ident
37、ifying and solving the underlying causes of incident before they recur. BS 15000 3.16 service desk: The service desk differs from the other main areas of service management in that it is not a process but is the central point of contact for customers to report difficulties, complaints or questions.
38、Additionally the service desk extends the range of services allowing business processes to be integrated into the service management infrastructure by providing an interface for other activities such as customer change requests, maintenance contracts, software licences, service level agreements and
39、configuration management. Many call centres and help desks naturally evolve into service desks to improve and extend overall service to the customers and the business. BS 15000 3.17 service level management: Service level management is the processes of planning, coordinating, drafting, agreeing, mon
40、itoring and reporting on service level agreements (SLAs), and the ongoing reviewing of service achievements to ensure that the required and cost-justifiable service quality is maintained or where necessary improved. SLAs provide the basis for managing the relationship between the provider and the cu
41、stomer. BS 15000 3.18 financial management for IT services: Financial management is concerned with three main processes of budgeting, IT accounting and charging. Budgeting is the process of predicting and controlling the spending of money within the enterprise and consists of a periodic negotiation
42、cycle (usually annual) to set limits on budgets and the day-to-day monitoring of the current budgets. IT Accounting is the set of processes that enable the IT organization fully to account for the way its money is spent particularly the ability to identify costs by customer, by service, by activity. Charging is the set of processes required to charge customers for the services supplied to them. To achieve this, sound accounting is required, to a level of detail determined by the requirements of the analysis, billing and reporting processes. BS 15000
