ITIL基础培训FoundationTraining

ITILFoundationOverview2September16,2019Objectives•UnderstandingITIL&HPreferencemodels•UnderstandingrelevanceofServiceManagementtoyourorganization&customers•Gainimplementationknowledge•ITILFoundationCertification•ServiceImprovementProgram•ITSMMetrics3September16,2019ITisBusiness…•ITplaysacriticalroleinsatisfyingbusinessrequirements.Inthecurrentorganizationparadigm,ITprovidesessentialservicesfortheorganizationtosupportitsbusiness,so“ITisBusiness”“BusinessisIT”4September16,2019What’sITService•ITService--AsetofrelatedfunctionsprovidebyITsysteminordertosupportoneormorebusinessdomain.•Thisservicebuildupbyhardware,softwareandtelecomcomponent,butfromcustomerreviewit’saselfinclusivecoherententity.5September16,2019WhyImplementServiceManagement?•AlignITwithbusinessandtomeetcustomerdemandsinabetterway.•ImprovethequalityofITservices•Reducethelong-termcostofserviceprovision•Focusonbenefitstothecustomer/business•Decisionmakingmetrics•Clearpointsofcontact•Focusoncontinuousimprovement•Avoidreinventingthewheel•Longtermsurvival!6September16,2019FourStanchionofITServiceITSMistoeffectivelyusing:•People−Customer,UserandITStaff•Process−ITIL•Product−ToolandTechnology•Partner−Manufacturer&Supplier7September16,2019ITILVSITSMBeyondtheneedtomanageITtechnologyistheneedtoestablishandemploybestpracticesprocessestooptimizeITservices.ITIL(ITInfrastructureLibrary)isthemostwidelyacceptedapproachtoITServiceManagementintheworld.ITILprovidesacohesivesetofbestpractice,drawnfromthepublicandprivatesectorsinternationally.ITSMisasetofprocessthatdetailbestpracticesbasedonITILstandardstoenableandoptimizeITservicesinordertosatisfybusinessrequirementsandmanagetheITinfrastructurebothtacticallyandstrategically.8September16,2019WhatisITIL?•InformationTechnologyInfrastructureLibrary•OwnedbyOfficeofGovernmentCommerce-OGC•CreatedtoimproveITServiceManagementatUKcentralGovt.•Proveninpractice•Supportedbytools•WorldwidestandardforITServiceManagement•Comprehensiveandconsistentsetofbestpracticesfromusers•AppreciatesthebusinessrequirementsandbridgebetweenITandbusiness9September16,2019ISO20000•IsaQualityStandardforITServiceManagement•DefinestherequirementsforanorganizationtodeliverManagedServicesofacceptablequalitytoitscustomers.•Isbasedonindustry“BestPractices”formanagingcomplexITenvironment.10September16,2019THEBUSINESSTHETECHNOLOGYITILBookSetsPlanningToImplementServiceManagementServiceManagementServiceDeliveryServiceSupportSecurityManagementApplicationManagementTheBusinessPerspectiveICTInfrastructureManagement11September16,2019TheBenefitofITILImplementationCompanyImplementTimeBenefitP&G48MsIToperationcostreduced6-8%OntarioJusticeEnterprise30MsITsupportcostreduced40%Caterpillar24MsITindexresponserateimprovedfrom60%to90%12September16,2019TheITILModelITCustomerRelationshipManagementReleaseManagementChangeManagementConfigurationManagementCapacityManagementFinancialManagementforITServicesSecurityManagementITServiceContinuityManagementServiceLevelManagementIncidentManagementProblemManagementAvailabilityManagementServiceDeliveryServiceSupportServiceDesk13September16,2019ITServiceManagementOverviewBUSINESS(Customer)UserUserUserSDIMPROBLEMCHRELCONFIGURATIONSLMAMCMITSCMFINANCESERVICESUPPORTSERVICEDELIVERYSPOCSLASPOCSinglePointofContactSDServiceDeskIMIncidentMgtCHChangeMgtRELReleaseMgtSLAServiceLevelAgreementSLMServiceLevelMgtAMAvailabilityMgtCMCapacityMgtITSCMITServiceContinuityMgt14September16,2019ITSMReferenceModelAvailabilitymanagementContinuitymanagementSecuritymanagementCapacitymanagementService-levelmanagementChangemanagementFinancialmanagementConfigurationmanagementServiceplanningITbusinessassessmentITstrategyandarchitectureplanningCustomermanagementServicebuildandtestReleasetoproductionOperationsmanagementProblemmanagementIncidentandservicerequestmanagement15September16,2019HPReferenceModelProvidesdailymonitoredservicesandhandlescustomerservicerequeststomeetagreedservicelevelsandincreasecustomersatisfactionProvidesdetailedservicesspecificationstobalanceservicequalitywithservicecostProvidesproject-based,testedservicereleasestominimizeserviceactivationrisksandreduceimplementationcostsProvidesserviceagreements,information,andcoordinationtoexecuteagainstservicecommitmentsProvidesITstrategiesanddefinesserviceportfoliostoincreasethevalueITbringstothebusiness16September16,2019ConfigurationManagementReleaseManagementChangeManagementProblemManagementIncidentManagementBusiness,CustomersorUsersReleasesChangesManagementToolsIncidentsIncidentsServiceDeskProblemsKnownErrorsCI’sRelationshipsReleasesChangesIncidentsDifficultiesQueriesEnquiriesCommunicationsUpdatesWorkaroundsCMDBServiceSupportProcessModel17September16,2019CommunicationsUpdatesReportsCapacityPlanCDBTargets/ThresholdsCapacityReportsSchedulesAuditReportsBusiness,CustomersandUsersQueriesEnquiriesSLA’s,OLA’sServiceReportsServiceCatalogueSIPExceptionReportsAuditReportsServiceLevelManagementITContinuityPlansBIA&RiskAnalysisControlCentresDRContactsReportsAuditReportsITServiceContinuityManagementRequirementsTargetsAchievemen