ITIL V3 - Part 1 Overview

©2006Hewlett-PackardDevelopmentCompany,L.P.TheinformationcontainedhereinissubjecttochangewithoutnoticeITILV3OverviewShen,[e-mail]22020年2月21日星期五2Agenda•ServiceManagementasapractice•ServiceLifecycle−ServiceStrategy−ServiceDesign−ServiceTransition−ServiceOperation−ContinualServiceImprovement•Concepts,Principles•References&Resources32020年2月21日星期五ServiceManagementasapractice•Service•ServiceManagement•(Best)Practice42020年2月21日星期五ServiceManagementasapractice•Whatisa‘Service’?−ameansofdeliveringvaluetocustomersbyfacilitatingoutcomescustomerswanttoachievewithouttheownershipofspecificcostsandrisks•Servicesfacilitateoutcomesbyenhancingtheperformanceofassociatedtasksandreducingtheeffectofconstraints.52020年2月21日星期五ServiceManagementasapractice•Whatis‘ServiceManagement’?−asetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservices•ThesecapabilitiesincludetheFunctionsandProcessesusedtomanageservicesovertheirlifecycle(strategy,design,transition,operation,andcontinualimprovement).•Theactoftransformingresourcesintovaluableservicesisatthecoreofservicemanagement.62020年2月21日星期五ServiceManagementasapractice•WhatisITIL?−BestpracticeforITServiceManagement−Proven'Goodpractice'thatisinwideindustryuse72020年2月21日星期五ServiceManagementasapractice•ITILvsISO/IEC20000−ISO/IEC20000providesaformalanduniversalstandardfororganizationsseekingtohavetheirservicemanagementcapabilitiesauditedandcertified.−ITILoffersabodyofknowledgeusefulforachievingthestandard.•ITSMvsITSMReferenceModel−ITSMdefines‘What’−ITSMReferenceModeldefines‘How’82020年2月21日星期五What’sdifferentaboutv3?•ITILV2−Processbased•ITILV3−StructuredaccordingtotheITServicelifecycle−Centeredonbusinessvalue•SeeingITasaStrategicBusinessUnit•CreatingawaytointegrateITProcesses,PeopleandToolswiththeBusinessStrategyanddesiredOutcomes−Increasedscope92020年2月21日星期五ServiceLifecycle•Lifecycle102020年2月21日星期五ITILV2ServiceSupportServiceDeliveryTheBusinessBusinessPerspectiveTheTechnologyICTInfrastructureManagementApplicationManagementSecurityManagementPlanningtoimplementServiceManagementSoftwareAssetManagement112020年2月21日星期五ContinualServiceImprovementServiceLifecycleITILV3ITILServiceServiceStrategyServiceOperationServiceDesignServiceDesignServiceTransition122020年2月21日星期五ServiceStrategyITILServiceServiceStrategy132020年2月21日星期五ServiceStrategy•ShowsorganizationshowtotransformServiceManagementintoastrategicassetandtothenthinkandactinastrategicmanner−Guidanceon:•Whatservicesshouldweofferandtowhom??•Howtocreatevalueforcustomers?•Howdowedifferentiateourselvesfromcompetingalternatives?•Valuetobusiness−Servicevalueismodeled142020年2月21日星期五ServiceDesignITILServiceServiceStrategyServiceDesignServiceDesign152020年2月21日星期五ServiceDesign•Providesguidanceforthedesignanddevelopmentofservicesandservicemanagementprocesses.•Scope−newservices,andthechangesandimprovements−functional&operationalrequirements•Valuetobusiness−Thecostofserviceisdesigned162020年2月21日星期五ServiceTransitionITILServiceServiceStrategyServiceDesignServiceDesignServiceTransition172020年2月21日星期五ServiceTransition•Testseachserviceanddeploysthemintooperationsaftercarefulplanning•Scope−Newservice,existingservice−Package,build,test,anddeployareleaseintoproduction−Establishtheservice•Valuetobusiness−Thecostofserviceisvalidated182020年2月21日星期五ServiceOperationITILServiceServiceStrategyServiceOperationServiceDesignServiceDesignServiceTransition192020年2月21日星期五ServiceOperation•Coordinateandcarryoutday-to-dayactivitiesandprocessestodeliverandmanageservicesatagreedlevels•Scope−Ongoingmanagementof:services,people,processes,products•Valuetobusiness−Whereactualvalueofstrategy,designandtransitionarerealizedbythecustomersandusers•Fromacustomerviewpoint,ServiceOperationiswhereactualvalueisseen202020年2月21日星期五ServiceOperation•AchievingBalance:−ITServices(externalbusinessview)vsTechnology(internalITview)−StabilityvsResponsiveness−QualityofservicevsCostofservice−ReactivevsProactive•Communication:−Allcommunicationshouldhave:intendedpurposeand/orresultantaction;clearaudience−rightinformation,rightpeople,righttime,rightformat212020年2月21日星期五ContinualServiceImprovementContinualServiceImprovementITILServiceServiceStrategyServiceOperationServiceDesignServiceDesignServiceTransition222020年2月21日星期五ContinualServiceImprovement•continuallyalignsITservicestochangingbusinessneedsbyidentifyingimprovementstoefficiencyandeffectiveness•Guidanceinevaluatingandimprovingservicequality,theservicelifecycleanditsunderlyingprocesses•Scope−Overallhealthof…;Alignmentof…;Maturityofprocesses•Valuetobusiness−Improvements;Benefits;ROI(ReturnonInvestment);VOI(ValueonInvestment)232020年2月21日星期五Concepts,Principles•Function?Process?Role?•ServiceOwner?ProcessOwner?•ServicePortfolio?ServiceCatalogue?•RACI?•Risk?•PDCA?•…242020年2月21日星期五Function,Role,Process•Function−Ateamorgroupofpeopleandthetoolstheyusedtocarryoutoneormoreprocessesoractivities•Role−Asetofresponsibilities,activitiesandauthoritiesgrantedtoapersonorteam•Process−Asetofactivitiesdesignedtoaccomplishaspecificobjective.