55 lines
2.2 KiB
Markdown
55 lines
2.2 KiB
Markdown
---
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title: "IT Service Management (ITSM)"
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type: concept
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tags: [cloud, devops, operations, it-management]
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date: 2025-03-01
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---
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## Definition
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IT服务管理（ITSM）是一套用于设计、交付、管理和改进IT服务的方法论和实践。传统ITSM以工单处理为中心，而现代ITSM已演进为**企业运营卓越、风险缓解和创新加速的战略推动者**。
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## Core Framework
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### Eight Core Processes (Modern ITSM)
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| 流程 | 核心功能 | 关键技术 |
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|------|---------|---------|
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| [[Problem-Management]] | 根因分析、预防重复故障 | AI异常检测、预测分析 |
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| [[Incident-Management]] | 快速恢复、减少业务中断 | AIOps、自愈系统 |
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| [[Change-Management]] | 受控变更、风险评估 | AI影响评估、IaC合规 |
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| [[Release-Management]] | 渐进交付、零干扰发布 | Blue-Green、Canary |
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| [[Configuration-Management]] | 依赖映射、漂移检测 | AI-CMDB、多云编排 |
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| [[Asset-Management]] | 生命周期跟踪、成本优化 | SAM、云成本管理 |
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| [[Security-and-Compliance]] | 风险评分、威胁情报 | ZTA、Policy-as-Code |
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| [[Disaster-Recovery]] | 业务连续性、容灾 | DRaaS、RTO/RPO优化 |
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## Evolution
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```
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Traditional ITSM Modern ITSM ITSM 2.0
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───────────────── → ───────────── → ──────────────
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- Ticketing-centric - Service-centric - AI-driven
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- Reactive - Proactive - Predictive
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- Manual - Automated - Autonomous
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- Siloed - Integrated - Self-healing
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```
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## Key Technologies
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- **[[AIOps]]**：机器学习驱动的运维智能
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- **[[CMDB]]**：AI增强的配置管理数据库
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- **[[Hyperautomation]]**：端到端流程自动化
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- **[[Self-Healing-Systems]]**：自动化故障检测与修复
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## Related Concepts
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- [[ITSM-2.0]] — 下一代ITSM，自学习、预测性、自主化
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- [[DevOps]] — ITSM与DevOps的文化融合
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- [[SRE]] — 站点可靠性工程与服务级别管理
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- [[ITIL]] — IT基础设施库，ITSM的方法论框架
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## Sources
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- [[understanding-complete-itsm]] — 现代ITSM八大趋势与AI驱动转型
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