著名的HP公司PPT模板.ppt

What is ITIL and Why Should I Care?,diane hoschler sr. itsm solution architect december 2004,Diane Hoschler Sr. ITSM Solution Architect HP Consulting & Integration Diane.H 916 785-0991,The big shifts in business,All processes and content are being transformed from physical and static to digital, mobile and virtual.,The demand for simplicity, manageability and adaptability is changing how the company works and organizes, buys and uses technology.,Horizontal, heterogeneous, networked organization. With acquisitions, need to embrace Standards to improve connection and use common language.,CIO vs. CEO Priority,60% of CEOs Say IT is aligned with their goals.,CIO Management Priorities,Increase Business Efficiency through IT-enabled process improvement Align IT and business goals Improve internal customer satisfaction Create competitive advantage through IT Control IT costs,Minimize risk: Ensure security and continuity of internal business operations, while minimizing exposure to external risk factors,Maximize return: Improve business results; grow revenue and earnings, cash flow, and reduced cost of operations,Improve performance: Improve business operations performance end-to-end across the enterprise Increase customer and employee satisfaction,Increase agility: Enable the business organization and operations to adapt to changing business needs,CIO balancing act,Defining, Measuring and Assessing “Agility”,“A set of related components provided in support of one or more business processes. The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a self-contained, single, coherent entity.”,Source: A dictionary of IT Service management Terms, Acronyms and Abbreviations,OK, then what is an IT Service?,What is an IT Service?,IT,People Processes Technology Public Infrastructure,FedEx,People Processes Technology Public Infrastructure,Either your Infrastructure determines your Service Level Or Your Service Level determines your Infrastructure.,How we got here,Today Automating the IT infrastructures ability to adapt to every business decision Emphasis: Effectiveness Stability Reliability Speed RoIT,1990s Automating the front office Emphasis: Speed Efficiency,1980s Automating the back office Emphasis: Stability Reliability,Horizontal architecture stable, flexible, supply matches demand,Silos of technology inflexible to change, over-provisioned,Information Technology Infrastructure Library Result of years of analysis and research Currently consists of 7 books providing guidance on the planning, delivery and management of quality IT services to support their business. THE de facto global standard of IT Service Management best practices ITIL is Vital! Its not a question of whether youre doing IT Service Management or not its a question of how well - or poorly - youre doing it!,What is ITIL?,Planning to Implement Service Management,Service Management Core,Service Support,Service Delivery,T h e B u s i n e s s,The Business Perspective,Applications Management,ICT Infrastructure Management,T h e T e c h n o l o g y,Security Management,ITIL Publications Map,Application Asset Management,certification bodies: ISEB (The Information Systems Examination Board) UK EXIN (Examination Institute for Information Science) Netherlands available certification: Foundation Certificate entry-level multiple choice exam Practitioners Certificates for specific disciplines; pass in-course assessments and a case-study based multiple choice exam Managers Certificate requires passing 2 three-hour essay exams after successfully passing an accredited 10 day training course (ITIL accreditation demonstrates that an individual has met the standards as set by an examination certification board comprising representatives from OGC, itSMF and the examining boards.),ITIL certification,Core ITIL Service Management Processes,Service Support Service Desk* Incident Management Problem Management Configuration Management Change Management Release Management,Service Delivery Service Level Management Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management,* Service Desk is a function not a process,Source: IT Service Management, ITSMF,“IT Services are there solely to support the business and its efficient and effective operation.”, itSMF ITIL Pocket Guide,Integration,Simplification,Standardization,Modularity,+,+,+,Applied consistently across: Business processes Applications Infrastructure,Reduce number of elements Eliminate customization Automate change,Use standard technologies and interfaces Adopt common architectures Implement standard processes,Break down monolithic structures Create reusable components Implement logical architectures,Link business and IT Connect applications and business processes within & outside the enterprise,You dont buy an Adaptive Enterprise. You build it.,IT,Business and IT Alignment,“Bold Fusion” Alignment,Business and IT,Business and IT Alignment,Relationship between people, process, and technology,HP ITSM processes Consist of activities to manage the IT services lifecycle Are the glue between: People and management technology IT services and IT infrastructure People Execute, control, and own the HP ITSM processes Design, build, integrate, and manage IT services Management technology Enables execution and control of HP ITSM processes Automates provisioning and assurance of IT services,Reduced risk and implementation time Lower costs Increased customer satisfaction Competitive advantage,What You Get,Proven processes based on industry best practices Faster time-to-market Balance between customer requirements and service costs Transparent support of business processes Measurable, well-defined services Management of customer expectations Continuous improvement of service quality Improved/strong relationships with both customers and partner providers Time to be proactive Built-in “Management of Change” Ability to dynamically address changing business requirements with flexibility and speed (agility),Because you now have,Process,Process,People,Technology,The Right Balance for Success,ITSM,an approach that brings together Process, People, and Technology through a powerful reference model,HP ITSM Reference Model vs3.0,Its time to:,Demand more from IT than its ever delivered before. Make it prove its value, make it pay. Demand a new IT architecture: one that is open, modular and flexible; one that adapts, and adapts quickly, to every IT event triggered by every business decision. Demand that technology yield to the disciplines of business and be subject to the same practices and return analysis as any other business decision. Demand an alternative way to how IT and IT services have been purchased, implemented and operated for the last two decades. Demand the ultimate state of IT fitness: Insist that business and IT be perfectly synchronized, and speed the evolution toward an adaptive enterprise.,The IT Service Management Forum is the only internationally recognized and independent organization dedicated to IT Service Management. It is a not-for-profit body, wholly owned, and principally operated, by its membership. It was formed in the UK in 1991 & has national chapters around the globe. The itSMF USA was formed in 1997 and has over 1600 members representing over 5