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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 CIO balancing actCIO balancing act Defining, Measu
3、ring and Assessing “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. “A set of related components provided in support of one or more busi
4、ness 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 OK, then what is an IT Service?OK, then wha
5、t is an IT Service? What is an IT Service?What is an IT Service? IT IT PeoplePeople Processes Processes Technology Technology Public InfrastructurePublic Infrastructure FedExFedEx PeoplePeople ProcessesProcesses TechnologyTechnology Public InfrastructurePublic Infrastructure Either your Infrastructu
6、re determines your Service Level Or Your Service Level determines your Infrastructure. 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 front office Emphasis: Speed Ef
7、ficiency 1980s Automating the back office Emphasis: Stability Reliability Horizontal architecture stable, flexible, supply matches demand Silos of technology inflexible to change, over-provisioned I Information nformation T Technology echnology I Infrastructure nfrastructure L Libraryibrary Result o
8、f years of analysis and research Currently consists 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 I
9、T Service Management or not its a question of how well - or poorly - youre doing it! What is ITIL?What is ITIL? 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
10、Management T h e T e c h n o l o g y Security Management ITILITIL Publications Map Publications Map Application Asset Management Available now available now available now available now available now Coming Soon! available now certification bodies: ISEB (The Information Systems Examination Board) UK
11、EXIN (Examination Institute for Information Science) Netherlands available certification: 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
12、passing 2 three- hour essay exams after successfully passing an accredited 10 day training 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.) ITIL certific
13、ationITIL certification Core ITIL Service Management Processes Service Support Service Desk* Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery Service Level Management Financial Management for IT Services Capacity Management IT Serv
14、ice Continuity Management Availability Management * Service Desk is a function not a process Source: IT Service Management, ITSMF “IT Services are there solely to support the business and its efficient and effective operation.” itSMF ITIL Pocket Guide Integration Simplification Standardization Modul
15、arity + + + Applied consistently across: Business processes Applications Infrastructure 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
16、components Implement logical architectures Link business and IT Connect 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 bu
