【精品】商業(yè)分析展示PPT模板06904PPT

1、 2004 Hewlett-Packard The information contained herein is subject to change without notice What is ITIL and Why Should I Care? diane hoschler sr. itsm solution architect december 2004 Diane Hoschler Sr. ITSM Solution Architect HP Consulting grow revenue and earnings, cash flow, and reduced cost of o

2、perations Improve performance: Improve business operations performance end-to-end across the enterprise Increase customer and employee satisfaction Increase agility: Enable the business organization and operations to adapt to changing business needs 商業(yè)分析展示PPT模板06904 Defining, Measuring and Assessing

3、 “Agility” ease Level of effort, cost, and risk required to introduce and support change. range Breadth of change that can be supported or introduced. time Speed at which infrastructure changes can be implemented. 商業(yè)分析展示PPT模板06904 “A set of related components provided in support of one or more busin

4、ess processes. The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a self-contained, single, coherent entity.” Source: A dictionary of IT Service management Terms, Acronyms and Abbreviations 商業(yè)分析展示PPT模板06904 商業(yè)分析展示PPT模板06904 Either you

5、r Infrastructure determines your Service Level Or Your Service Level determines your Infrastructure. 商業(yè)分析展示PPT模板06904 How we got here Today Automating the IT infrastructures ability to adapt to every business decision Emphasis: Effectiveness +Stability +Reliability +Speed +RoIT 1990s Automating the

6、front office Emphasis: Speed Efficiency 1980s Automating the back office Emphasis: Stability Reliability Horizontal architecture stable, flexible, supply matches demand Silos of technology inflexible to change, over-provisioned 商業(yè)分析展示PPT模板06904 Result of years of analysis and research Currently cons

7、ists of 7 books providing guidance on the planning, delivery and management of quality IT services to support their business. THE de facto global standard of IT Service Management best practices ITIL is Vital! Its not a question of whether youre doing IT Service Management or not its a question of h

8、ow well - or poorly - youre doing it! 商業(yè)分析展示PPT模板06904 Planning to Implement Service Management Service Management Core Service Support Service Delivery T h e B u s i n e s s The Business Perspective Applications Management ICT Infrastructure Management T h e T e c h n o l o g y Security Management

9、Application Asset Management Available now available now available now available now available now Coming Soon! available now 商業(yè)分析展示PPT模板06904 certification bodies: ISEB (The Information Systems Examination Board) UK EXIN (Examination Institute for Information Science) Netherlands available certific

10、ation: Foundation Certificate entry-level multiple choice exam Practitioners Certificates for specific disciplines; pass in-course assessments and a case-study based multiple choice exam Managers Certificate requires passing 2 three-hour essay exams after successfully passing an accredited 10 day tr

11、aining course (ITIL accreditation demonstrates that an individual has met the standards as set by an examination certification board comprising representatives from OGC, itSMF and the examining boards.) 商業(yè)分析展示PPT模板06904 Core ITIL Service Management Processes Service Support Service Desk* Incident Ma

12、nagement Problem Management Configuration Management Change Management Release Management Service Delivery Service Level Management Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management * Service Desk is a function not a process 商業(yè)分析展示PPT模板

13、06904 Source: IT Service Management, ITSMF “IT Services are there solely to support the business and its efficient and effective operation.” itSMF ITIL Pocket Guide 商業(yè)分析展示PPT模板06904 Integration Simplification Standardization Modularity + + + Applied consistently across: Business processes Applicatio

14、n s Infrastruct ure Reduce number of elements Eliminate customization Automate change Use standard technologies and interfaces Adopt common architectures Implement standard processes Break down monolithic structures Create reusable components Implement logical architectures Link business and IT Conn

15、ect applications and business processes within one that adapts, and adapts quickly, to every IT event triggered by every business decision. Demand that technology yield to the disciplines of business and be subject to the same practices and return analysis as any other business decision. Demand an a

16、lternative way to how IT and IT services have been purchased, implemented and operated for the last two decades. Demand the ultimate state of IT fitness: Insist that business and IT be perfectly synchronized, and speed the evolution toward an adaptive enterprise. 商業(yè)分析展示PPT模板06904 The IT Service Mana

17、gement Forum is the only internationally recognized and independent organization dedicated to IT Service Management. It is a not-for-profit body, wholly owned, and principally operated, by its membership. It was formed in the UK in 1991 & has national chapters around the globe. The itSMF USA was for

18、med in 1997 and has over 1600 members representing over 500 companies. 商業(yè)分析展示PPT模板06904 Area happenings itsmF USA () Complementary copy of ITSM Overview https:/ %20Pocket%20Guide.pdf www.itsmf.no/bestpractice/itil_overview.pdf Annual conference (/ 2004 Long Beach, CA (9/04) 2005 Chicago, IL (9/05) Norcal itsmF LIG () 2nd Tuesday of the month No December meeting Jan 11 topic: Configuration management 商業(yè)分析展示PPT模板06904 itSMF USA: itSMF International: ITIL: www.itil.co.uk HP: Other: Looking for m