ITIL Cookbook

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  • -1-

    ITIL | 6102 |

    ITIL

    ITIL

    1026

    '

    ITIL

  • -2-

    ITIL | 6102 |

    3

    4

    9

    44

    15

    18

    23

    25

    35

    37

    46

  • -3-

    ITIL | 6102 |

    , .

    , ITIL , .20- 80-

    , "" .

    ITIL . , ,

    ITIL.

    . ITIL , .

    , .

    ITIL , ..

    :

    , ITIL

    ;( Service Life-Cycle )

    , ITIL;

    , ITIL;

    , ITIL;

    , ITIL.

    .

    '

    ITIL

  • -4-

    ITIL | 6102 |

    " "

    , -

  • -5-

    ITIL | 6102 |

    -( ITSM ) .2

    Information Technology) ITIL

    Infrastructure Library ) .

    , ( IT)

    5 - ITIL 2011 - .

    ITIL (.IT Service Management)

    - ISO 20000

    .ITIL .

    . (Best Practice ) ITIL , ,

    .

    , - ITIL .

    , itSMF . ,

    .ITIL

    . (Axelos ) ITIL

    (Cabinet Office ) 1/1/2014-

    .(Axelos) ( - OGC )

    . ( CCTA) . ,

    , 80-

    -Plan-Do-Check ) ITIL (. ITSM)

    Act; PDCA) .

    :ITIL

    ITIL V1.0 (1989) 47 .

    ITIL V2.0 (1996) 8 .

    ITIL V3.0 (2007) 5 .

    ITIL 2011 (2011) 5 .

    " " ,GITIMM- 1986-

    (Government Information Technology Infrastructure Management Method ,) . ,

    - ( OGC) ,

    , .

    ITIL . (IT Infrastructure Library)" "

    V1.0 1986-89 - , .

  • -6-

    ITIL | 6102 |

    . , ITIL 1994 , , .

    1996 . " "

    " " , itSMF

    (The IT Service Management Forum) ., .

    . ITIL V2.0: itSMF 1996 , , 8: 2

    .

    ITIL. (Service Management Systems)

    2003- , , BMC . ITIL-

    Remedy ITIL . (CA,

    IBM, HP ) .

    , ISO 20000 2005

    ITIL V3.0 , 2007 .ITIL . 5:

    (.30/6/2011-) ITIL 2011: 2011 (. 90%-)

    , , : . ,

    (Service Strategy ) .1

    ITIL , ,

    . : (. )

    . , , , , , . , ,

    . ,

    :

    (Strategy Management for IT Services)

    ) Financial Management for IT Services)

    (Service Portfolio Management)

    (Demand Management)

    ) Business Relationship Management)

    :

    ?

    ?

  • -7-

    ITIL | 6102 |

    (Service Design) .3

    ITIL " " .

    . , , , , ,

    - . .

    :

    (Design Coordination)

    (Service Catalog Management)

    (Service Level Management)

    (Supplier Management)

    (Availability Management)

    (Capacity Management)

    (IT Services Continuity Management)

    (Information Security Management)

    :

    (Service Transition) .4

    : ITIL . .

    , , , , ,

    , . .

    :

    (Transition Planning and Support)

    (Change Management)

    (Service Assets and Configuration Management)

    (Release and Deployment Management)

    (Service Validation and Testing)

    (Change Evaluation)

    (Knowledge Management)

    :

  • -8-

    ITIL | 6102 |

    (Service Operation) .5

    .

    , , . .

    . ,

    :

    (Request Fulfillment)

    (Event Management)

    (Incident Management)

    (Problem Management)

    (Access Management)

    :

    - ,

    ?

    ?

    ,

    :,

    (Service Desk)

    (IT Operations Management)

    (Application Management)

    (Technical Management)

    :

    ITIL

    ?

    (Continual Service Improvement) .6

    . , , ,

    . 7 . , , , . ,

    .(The 7 Steps Improvement ) : , ITIL

    :

    -

  • -9-

    ITIL | 6102 |

    , "

    . "

    '' , -

  • -10-

    ITIL | 6102 |

    ITIL .7

    :ITIL

    (Service Desk )- ITIL ,

    ( Request Fulfillment) ,

    (Incident Management .)

    . ( Ticket) ( Accountable )

    . (, Level 1 )

    (IT Operations Management) - ITIL ,

    Event) .

    Management ( (Incident Management (.

    (, Level 1( )Network Operation Center; NOC) .

    (Application Management) - ,

    Business) ( Technical Service)

    Service ) ( . Level 2 )

    (Level 3 (,

    (.Functional Escalation)

    (Technical Management) -

    ( Technical Service) ,

    (Business Service ) ( . Level 2 )

    (, Level 3 )

    (.Functional Escalation)

    :

  • -11-

    ITIL | 6102 |

    .8

    ITIL

    , . (Tiers/Levels) , :

    ; .1

    . .2

    :

    , .1 ;

    .2 .

    :

    ( Level 1 )- (Service Desk )

    . ( Network Operation Center; NOC)

    (IT Operations Management) . , ,

    .

    .

    ( Level 2 )- , .

    .

    ( Level 3 )- .

    . .

    (, Operational Level Agreements; OLAs)

    , .

    , 80% .20%-

    :

  • -12-

    ITIL | 6102 |

    ? .9

    ( / Service Desk)

    , (IT Operations Management) . , ,

    . ITIL .

    Incident) ,

    Management) . , ,, , .

    ) ( , ,

    .

    , , . ,

    . , .

    .

    , . . ,

    . ) (

    .

    . , , .

    .20

    ,

    . (Continual Service Improvement) . ,

    . ,

    , ITIL (KPIs)

    .(SLA)

    , , . , .

    .

  • -13-

    ITIL | 6102 |

    :

    ( Dashboard )- , .

    Service Management)

    System. )

    )Scoreboard )- ) (

    (CSI (. (SMS ,)

    . ( , BI )

    .

  • -14-

    ITIL | 6102 |

    "

    . , "

    , -

  • -15-

    ITIL | 6102 |

    (Service Strategy )

    ? .22 (Strategy Management for IT Services )

    , ITIL

    (, ITSM )

    ( Service) . .

    : ITIL

    Service) (, Service Design) (, Service Strategy)

    Transition ,) (Service Operation ( (Continual

    Service Improvement (.

    ( IT Service Provider , ) .

    " " ITIL : , .

    , , , .

    :

    - "". , . , ,

    , . .

    (Technical Service )- .

    , . ,

    .

    (Business Service )- . : ,

    , ) , ", , (

    .

    , , IT . 24

    . ,

    , ITIL . . ,

    .

  • -16-

    ITIL | 6102 |

    " ITIL , ". " " ,

    , .

    Strategy ) .

    Management for IT Services (. . . : " " "

    , - ", .

    . :

    )(, : , - , // / .

    - )(. : ,

    - , .

    , . , -

    ( Service Mapping . )

    ( , URL( )Top-Down ) ,

    .

    ? .21 (Financial Management for IT Services )

    . ,

    , , : .

    (IT Budget)

    (Business Services ) ' ' '

    (Business Units)

    ' ' '

  • -17-

    ITIL | 6102 |

    , .

    . )"( ,

    , .

    (Configuration Items) ( )

    : ITIL .

    ( Supplier Management )- , , .

    , . ,

    (. CapEx( )OpEx )

    ( Expense Lines, ), ):

    , .(

    ( Service Asset