itil internal training

1、2011/11,Xiang Huang,ITIL Internal Training,Outline,ITIL v3 Background ITIL v3 Core Module ITIL in TeleNav Summary & Prospect Appendix & Resource,March 21, 2024,ITIL v3 Background,ITIL ITIL was developed

2、 by the United Kingdom’s Office of Government Commerce (OGC) in the late 1980s, and its original goal was to help improve IT Service Management in the UK central government.  ITIL was not widely adopted until the

3、mid-1990s The Information Technology Infrastructure Library (ITIL) provides a systematic approach to the provision and management of IT services, from inception through design, implementation, operation and continu

4、al improvement Non-proprietary ITIL service management practices are applicable in any IT organization Non-prescriptive ITIL offers robust, mature and time-tested practices that have applicability to ally types of s

5、ervice organizations Best practice ITIL service management practices represent the learning experiences and thought leadership of the world’s best in class service practices,March 21, 2024,some conceptsService a ser

6、vice is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks Process a process is a set of coordinated activities combin

7、ing and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer or stakeholder,March 21, 2024,ITIL v3 Core Module,ITIL Core,March 21,

8、2024,,Service Operation Principles Functions, Groups, Teams, Department, Divisions the Service Operation publication uses several terms to refer to the way in which people are organized to execute processes or activit

9、ies Achieving balance in service operationexecute all standard procedures or activities in ever-changing environment Providing service Operation staff involvement in service design and transition Operational health

10、 service operation monitor and control Communication Documentation,March 21, 2024,,Service operation processes,March 21, 2024,,Service Desk Objectives to restore the service as quickly as possible to manage the inc

11、ident life-cycle to support business activities to generate reports, to communicate …… Classification local desk centralization desk virtual desk follow the sun 7*24 service,March 21, 2024,,Essentials single p

12、oint of contact / Restore service ASAP tasks: Customer Interface, Business Support, Incident Control concentrates on incident lifecycle management priority determined by business impact and urgency correct assessment

13、 of priorities enables the deployment of manpower and other resources for the customer escalation and referral,March 21, 2024,,Incident Management Incident any event which is not part of the standard operation of a se

14、rvice and which causes or may cause an interruption to or a reduction in the quality of that service Objectives to restore normal service as quickly as possible minimize the adverse impact on business operations en

15、suring that the best possible levels of service quality and availability are maintained according to SLAs Priority impact on the business + urgency/effect upon business deadlines,March 21, 2024,,Escalation escalates

16、up the management chain refer to a different knowledge group ImpactUrgency,March 21, 2024,,Problem Management Objectives prevent problems and resulting incidents form happening,

17、to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented Tasks Reactive problem management Proactive problem management Problem control priority impact urgency invest

18、igation and diagnosis,March 21, 2024,,Access ManagementObjectives provide the right for users to be able to use the requested service limited resource management Process,March 21, 2024,,Service Transition Objectiv

19、es assist organizations seeking to plan and manage service changes and deploy service releases into the production environment successfully Tasks managing the complexity associated with changes to services and service

20、 management processes allowing for innovation while minimizing the unintended consequences of change the introduction of new services changes to existing services decommissioning and discontinuation of services, appl

21、ication or other service components transfer of services,March 21, 2024,,Change Management Objective to implement approved changes efficiently, cost-effectively and with minimal risk to the existing and to the new IT

22、infrastructure. Only approved changes made, risk and cost minimized Tasks create changes managing change process managing Changes chairing CAB and CAB/EC review and closure management Information – change report

23、s update change and configuration info in CMS,March 21, 2024,,Normal Change Procedure,March 21, 2024,,Problem and Cautionary change impact each change must be authorized from CAB the relationship between this change

24、and other changes a change back out plan must always be possible consider the configuration management and release management Question, who’s the CAB member in our IT team?,March 21, 2024,,Configuration Management O

25、bjectives: providing information on the IT infrastructure to all other processes IT asset management Enabling control of the infrastructure by monitoring and maintaining information all the resources needed to deliv

26、er services configuration Item (CI) status and history configuration Item relationships Tasks: identification and naming management information control status accounting,March 21, 2024,CI (a configuration item) ha

27、sCategory RelationshipsAttributesStatus,,Service Design Objectives: design services to satisfy business objectives, based on the quality, compliance, risk and security requirements produce and maintain IT plans,

28、processes, policies, architectures, frameworks and documents for the design of quality IT solutions contribute to the improvement of the overall quality of IT service,March 21, 2024,,Service Level Management Balance be

29、tween the Demand for IT services and the Supply of IT services by knowing the requirements of the business Objectives: business-like relationship between customer and supplier improved specification and understanding

30、of service requirements balance customer demands and cost of services provision Tasks: Service Catalog Service Level Agreement Service Quality Plan Monitor, Review and Report Service Improvement Programs Customer

31、 Relationship Management,March 21, 2024,,Possible clauses for an agreement requester period service description response times contingency arrangements review procedures change procedures signature,March 21, 202

32、4,,Service Strategy Service strategy provides guidance on how to design, develop, and implement service management Utility(效用) utility is perceived by the customer from the attributes of the service that have a posit

33、ive effect on the performance of tasks associated with desired outcomes removal or relaxation of constraints on performance is also perceived as a positive effect Warranty（保證） warranty ensures the utility of the servi

34、ce is available as needed with sufficient capacity, continuity and security,March 21, 2024,,SS key activities,March 21, 2024,,DefineMarket,,DevelopOfferings,DevelopStrategic Assets,Prepare ForExecution,DemandManagem

35、ent,FinancialManagement,Service PortfolioManagement,,,,,Continual Service Improvement Service improvement must focus on increasing the efficiency, maximizing the effectiveness and optimizing the cost of services and t

36、he underlying ITSM processes Deming cycle,March 21, 2024,ITIL in TeleNav,ITIL in TeleNav,March 21, 2024,,ITIL in TeleNav,March 21, 2024,,Summary & Prospect a basis process role activity responsibility,March 21,

37、 2024,,March 21, 2024,Case Study – draw process Scenario: IT人員小王接到內(nèi)部客戶的電話請求，報告公司10F某一臺機(jī)器不能訪問網(wǎng)絡(luò)，經(jīng)過初步檢查發(fā)現(xiàn)同一樓層有很多用戶都不能訪問網(wǎng)絡(luò)，后經(jīng)小組內(nèi)其它同事共同排查為一臺網(wǎng)絡(luò)設(shè)備出現(xiàn)緊急故障停止運(yùn)行，最后在大家共同的努力下更換新的設(shè)備網(wǎng)絡(luò)訪問恢復(fù)正常,request escalate,March 21, 2024,1st suppo

38、rt,2nd support,3rd support,management,,IT & Business,March 21, 2024,Value to Business,Value to IT,,Discussing,March 21, 2024,“IT is Business”“Business is IT”,,Appendix & Resource ITIL Certification,March 21, 2