服务台-ITILProcesses.ppt

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“Using ITIL to Build an Effective Service Desk”
Brady Orand
Column Technologies
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演讲人姓名
202X
What is ITIL?
The Business
ITIL – The IT Infrastructure Library
Set of books outlining best practices
Operational processes (Service Support)
Tactical processes (Service Delivery)
Applications Management
The Business Perspective
ICT Infrastructure Management
Security Management
The Business Perspective
Owned by the Office of Government Commerce in the UK (OGC)
Publicly licensed (no fees to use or adopt)
Developed in late 1980’s
de facto standard in Service Management by 1990’s
The Technology
The Business
Perspective
Planning to Implement Service Management
ICT
Infrastructure
Management
Service Management
Service
Delivery
Service
Support
Security
Management
Application Management
The Technology
The Structure of ITIL
The Business
The Business
Perspective
Planning to Implement Service Management
ICT
Infrastructure
Management
Application Management
Service Management
Service
Delivery
Service
Support
Security
Management
The seven books in the IT Infrastructure Library describe the processes that lie between the technology and the business that the technology enables.
Capacity Management
Financial Management
For IT Services
Availability Management
Service Level Management
IT Service Continuity Management
Configuration Management
Release Management
Change Management
Problem Management
Incident Management
Service Desk
ITIL Processes & Function
Service Delivery
Service Support
ITIL process are divided between Service Support and Service Delivery with the Service Desk being the primary point of contact between IT and the Users of IT services.
Service Support
Operational processes
Day to day management of the environment
Service Delivery
Tactical processes
Planning processes
Core ITIL Processes
Operational Processes
Tactical Processes
ITIL Defines two core books that describe the best practices for Service Support (Operational) and Service Delivery (Tactical) processes. Security Management, having had its roots in Availability Management is now described in a separate book.
Security Processes
Service Support
Service Desk
Function that is integral to Service Support
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Delivery
Service Level Management
Financial Management
Capacity Management
Availability Management
IT Service Continuity Management
Security Management
Service Support Processes
To restore normal service operation as quickly as possible and minimize the adverse impact on business operations thus ensuring that the best possible levels of service quality and availability are maintained
To act as a central point of contact between the User and IT Service Management.
To minimize the adverse impact of Incidents and Problems caused by errors in the infrastructure and to proactively prevent the occurrence of Incidents, Problems and errors
To provide a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the versions of all Configuration Items in existence
To ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of any related Incidents upon service.
To take a holistic view of a Change to an IT service and ensure that all aspects of a Release, both technical and non-technical, are considered together
Service Desk
Incident
Management
Problem
Management
Release
Management
Configuration
Management
Change
Management
Service Delivery Processes
To maintain and gradually improve business aligned IT service quality through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of required services in a cost effective and justifiable manner
To provide cost-effective stewardship of the IT assets and financial resources used in providing IT Services
To optimize the capability of the IT Infrastructure, services and supporting organization to deliver a cost effective and sustained level of availability that enables the business to satisfy its business objectives
To ensure that cost-justifiable IT Capacity always exists and that it is matched to the current and future identified needs of the business
To support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities can be recovered within required and agreed business time scales
Service Level
Management
Financial
Management
Capacity
Management
Availability
Management
IT Service Continuity
Management
ITIL Processes and the Service Desk
Incident Management ownership
Coordination of Incidents
Coordination of Resources to resolve Incidents
Service Desk
Incident
Management
Problem
Management
Release
Management
Configuration
Management
Change
Management
Root cause determination
Resolved Incidents/Problems
Publication of Known Errors
Publication of work arounds
Knowledge base development
Service Modeling
Impact Assessment
CI Identification
Notification of Changes
Forward Schedule of Changes
Updated CMDB
Change-related Incidents identified
Completion of Service Requests
Release Notification
Training
Documentation
Release Acceptance
ITIL Processes and the Service Desk
Service Levels
Required response times
Business priority
Business impact
Service Desk
Financial constraints
Funding
Budgeting
Agreements to support SLA’s
OLA’s
UC’s
Service Level
Management
Financial
Management
Opportunities for improved service at lower cost
Availability
Management
IT Service Continuity
Management
How to Get Started
Strategic Approach
Education
ITIL Foundations
ITIL Practitioner
ITIL Service Manager
Establish Vision
Service Development
Roadmap and Vision
Project plan to implementation
Awareness plan
Culture Transformation
Tactical Approach
Integrate Service Desk and Incident Management
Develop Problem Management process
Develop Configuration Management process
Approach other individual processes
Change Management
Service Level Management
Release Management
Education!
The best approach to IT Service Management is to have all stakeholders on board and have cooperation from the entire organization. However, this is not always an option…