著名的HP公司PPT模板.ppt

1、What is ITIL and Why Should I Care,diane hoschler sr. itsm solution architect december 2004,Diane Hoschler Sr. ITSM Solution Architect HP Consulting grow revenue and earnings, cash flow, and reduced cost of operations,Improve performance: Improve business operations performance end-to-end across the

2、 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

3、. 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,Pe

4、ople 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 abilityto adapt to every busin

5、ess 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 technologyinflexible to change,

6、 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 b

7、est 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 Busines

8、s Perspective,Applications Management,ICTInfrastructureManagement,T h e Technology,Security Management,ITIL Publications Map,Application Asset Management,certification bodies: ISEB (The Information Systems Examination Board) UK EXIN (Examination Institute for Information Science) Netherlands availab

9、le 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 accredite

10、d 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*

11、 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,S

12、ource: 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

13、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 proc

14、esses within 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 se

15、rvices 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

16、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 o

17、ver 500 companies,What is the itSMF,Area happenings,itsmF USA () Complementary copy of ITSM Overview https:/ www.itsmf.no/bestpractice/itil_overview.pdf Annual conference (/ 2004 Long Beach, CA (9/04) 2005 Chicago, IL (9/05) Norcal itsmF LIG () 2nd Tuesday of the month No December meeting Jan 11 topic: Configuration manage