IT服务管理介绍

Slide1INTRODUCTIONTOITSERVICEMANAGEMENTSlide2ITServiceManagementObjectivesITILisaBestPracticeFrameworkused…..•ToalignITserviceswiththecurrentandfutureneedsofthebusinessanditsCustomers•TodevelopthequalityoftheITservicesdelivered•ToreducethelongtermcostofserviceprovisionSlide3WhyServiceManagement•IncreasingITvisibilityandReliance•IncreasingdemandfromBusinesstodelivereffectiveITsolutions/services(CostEffective)•IncreasingcomplexityofITinfrastructureandprocesses•Increasingcompetition•IncreasingpressuretorealisereturnoninvestmentSlide4Considerations•Donotbeoverambitious•Considerwhatelementsalreadyexist,areinuseandeffective•Identifywhatcanbere-usedorneedstobedeveloped•AdapttheguidelinestomeetyourrequirementsSlide5ProcessImprovementModelSlide6ProcessImprovementStages•Processimprovementdefinition•Communication•Planning•Implementation•ReviewandAuditSlide7ITILServiceManagement•ServiceSupport►DaytodayoperationalsupportofITservices•ServiceDelivery►LongtermplanningandimprovementofITserviceprovisionKeyDefinitionsCustomer:recipientofaservice:usuallytheCustomermanagementhasresponsibilityforthefundingoftheservice.Provider:theunitresponsiblefortheprovisionofITservice.Supplier:athirdpartyresponsibleforsupplyingorsupportingunderpinningelementsoftheITservice.User:thepersonusingtheserviceonadailybasis.Slide8ITServiceManagementOverviewBUSINESS(Customer)UserUserUserSDIMPROBLEMCHRELCONFIGURATIONSLMAMCMITSCMFINANCESERVICESUPPORTSERVICEDELIVERYSPOCSLASPOCSinglePointofContactSDServiceDeskIMIncidentMngtCHChangeMngtRELReleaseMngtSLAServiceLevelAgreementSLMServiceLevelMngtAMAvailabilityMngtCMCapacityMngtITSCMITServiceContinuityMngtSlide9ServiceSupportProcessModelConfigurationManagementReleaseManagementChangeManagementProblemManagementIncidentManagementBusiness,CustomersorUsersReleasesChangesManagementToolsIncidentsIncidentsServiceDeskProblemsKnownErrorsCI’sRelationshipsReleasesChangesIncidentsDifficultiesQueriesEnquiriesCommunicationsUpdatesWorkaroundsCMDBSlide10CommunicationsUpdatesReportsCapacityPlanCDBTargets/ThresholdsCapacityReportsSchedulesAuditReportsServiceDeliveryProcessModelBusiness,CustomersandUsersQueriesEnquiriesSLA’s,SLR’s,OLA’sServiceReportsServiceCatalogueSIPExceptionReportsAuditReportsServiceLevelManagementITContinuityPlansBIA&RiskAnalysisControlCentresDRContactsReportsAuditReportsITServiceContinuityManagementRequirementsTargetsAchievementsFinancialPlanTypes&ModelsCosts&ChargesReportsBudgets&ForecastsAuditReportAvailabilityPlanDesignCriteriaTargets/ThresholdsReportsAuditReportsFinancialManagementforITServicesCapacityManagementAvailabilityManagementAlerts&ExceptionsChangesManagementTools