【精品】HP公司介紹PPT模板PPT

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 HP公司介紹PPT模板 Defining, Measuring and Assessing “Agi

3、lity” 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. HP公司介紹PPT模板 “A set of related components provided in support of one or more business proces

4、ses. 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 HP公司介紹PPT模板 HP公司介紹PPT模板 Either your Infrastructure det

5、ermines your Service Level Or Your Service Level determines your Infrastructure. HP公司介紹PPT模板 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: Sp

6、eed Efficiency 1980s Automating the back office Emphasis: Stability Reliability Horizontal architecture stable, flexible, supply matches demand Silos of technology inflexible to change, over-provisioned HP公司介紹PPT模板 Result of years of analysis and research Currently consists of 7 books providing guid

7、ance 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 how well - or poorly - youre do

8、ing it! HP公司介紹PPT模板 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 Application Asset Management Availa

9、ble now available now available now available now available now Coming Soon! available now HP公司介紹PPT模板 certification bodies: ISEB (The Information Systems Examination Board) UK EXIN (Examination Institute for Information Science) Netherlands available certification: Foundation Certificate entry-leve

10、l 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 training course (ITIL accreditation demons

11、trates that an individual has met the standards as set by an examination certification board comprising representatives from OGC, itSMF and the examining boards.) HP公司介紹PPT模板 Core ITIL Service Management Processes Service Support Service Desk* Incident Management Problem Management Configuration Man

12、agement 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 HP公司介紹PPT模板 Source: IT Service Management, ITSMF “IT Ser

13、vices are there solely to support the business and its efficient and effective operation.” itSMF ITIL Pocket Guide HP公司介紹PPT模板 Integration Simplification Standardization Modularity + + + Applied consistently across: Business processes Application s Infrastruct ure Reduce number of elements Eliminate

14、 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 Connect applications and business processes within one that

15、 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 alternative way to how IT and IT services have been purc

16、hased, 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. HP公司介紹PPT模板 The IT Service Management Forum is the only internationally recognized and inde

17、pendent 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 formed in 1997 and has over 1600 members representing over 500

18、companies. HP公司介紹PPT模板 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 HP公司介紹PPT模板 itSMF USA: itSMF International: ITIL: www.itil.co.uk HP: Other: Looking for