IT服务管理讲义-CA英文-培训.pptVIP

August 9, 2007 ITIL: What, Why, How? Copyright ? 2007 CA [Enter presentation title in footer] Copyright ? 2007 CA ITIL:What is it? Why you should use it?How to use it? Agenda The Big Picture The IT Infrastructure Library – Definition, History, etc. IT Service Management ITIL v2 – Service Support and Service Delivery ITIL v3 – The Service Lifecycle The Benefits of ITSM Real World Examples Implementing ITIL – Recommendations, What Not to Do QA What is the IT Infrastructure Library? ITIL is the basis of the worldwide standard for quality IT Service Management, ISO 20000 ITIL was developed by the public and private sectors and globally adopted. ITIL is in the public domain. The History of ITIL 1980’s British government determined that the level of IT service quality they received was not sufficient. The Central Computer and Telecommunications Agency (CCTA) was assigned to develop a framework for efficient and financially responsible use of IT resources. This was a joint effort between the government and private sector experts. 2000 The CCTA merged into the Office for Government Commerce (OGC). Microsoft used ITIL as the basis to develop the Microsoft Operations Framework (MOF). 2001 Version 2 of ITIL is released. The Service Support and Service Delivery books were redeveloped. 2007 Version 3 of ITIL is released which adopts a lifecycle approach to Service Management with a better emphasis on IT-Business integration IT Service Management Service Strategy Practical Decision making Business Eco systems From value chains to value nets Adaptive processes for customers, services and strategies Linking to external practices and standards Managing uncertainty and complexity Increasing the economic life of services Selecting, adapting and tuning the best IT service strategies Service Design Pragmatic Service Blueprint Policies, Architecture, Portfolios, service models Effective technology, process and measurement design Outsource, shared services, co-source mod