CHƯƠNG 9: ITIL Information Technology Infrastructure Library (1/ ITIL V3…
CHƯƠNG 9: ITIL
CCTA (Central Computer and Telecomm
Agency) was instructed to
develop a standard
approach for efficient and effective delivery
of IT Services
Benefits and Risks
Better management of quality
Improved communication within IT organization
Services are described better
Provision of IT services becomes more
take a long time
can be seen as bureaucratic
No real benefit if there is a fundamental lack of understanding
IT Service Management
is concerned with
delivering and supporting IT services that
are appropriate to the business
requirements of an organization. This
improves efficiency and effectiveness and
reduces the risks of managing IT services.
are a means of delivering value
to customers by facilitating outcomes
customers want to achieve without the
ownership of specific costs and risks.
ITIL V2 - Process Overview
Optimize the capability of the IT Infrastructure and supporting organization to deliver a cost effective and sustained level of availability to satisfy business objectives.
Financial Management for IT Services
Provide Cost effective stewardship of IT assets and resources used in providing IT services.
Ensure that capacity and performance aspects of the business requirement are provided timely and cost effective.
IT Service Continuity Management
Ensuring that the required IT technical and service facilities can be recovered within the time scales required by Business Continuity Management.
Service Level Agreement (SLA) Management
Maintain and improve IT service quality through a
constant cycle of agreeing, monitoring, reporting and
reviewing IT service achievements.
Managing a defined level of security for information and IT Services.
Central point of contact between users and the IT service Organization
Restore normal operations as quickly as possible
Provide a logical model of the IT Infrastructure by identifying, controlling, maintaining and verifying the versions of all Configuration items
Prevent and minimize adverse effect on the business of errors in the IT Infrastructure
Ensure standardized methods and procedures
are used for efficient prompt and authorized
handling of all changes in the IT Infrastructure.
Ensure that all technical and non-technical aspects of a release are dealt with in a coordinated approach
1/ ITIL V3 Service Lifecycle
developing and improving capabilities
for the transition of new and modified services to production
achieving effectiveness and efficiency
in providing and supporting services
developing appropriate IT services
Continual Service Improvement
creating and maintaining the value for the customer
designing, developing and implementing service
management as a strategic resource
WHY IMPLEMENT ITIL?
Ultimately IT Service Management is about maximizing the ability of IT to provide services that are cost-effective and meet the expectations and needs of the business.
2/ The Lifecycle Approach
establishes an overall strategy for IT Services
managing improvements to IT Services and ITSM Processes
day-to-day management of IT Services
managing the transition through the lifecycle
establish solutions to meet requirements