Обзор ITIL

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    28-Nov-2014

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ITIL

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  • 1. ITIL ITIL .. 2009
  • 2. ITIL 80- , : - : ITIL (IT Infrastructure Library) (best practice), : "-" -
  • 3. ITIL " " - -
  • 4. ITIL / - - - , -
  • 5. ITIL 1. 2. 3. - 4. 5. 6. - 7. -
  • 6. ITSM
  • 7. (Service Support) : , , , : , 1. Service Desk 2. 3. 4. 5. 6.
  • 8. (Service Delivery) : , , : : 1. 2. 3. 4. - 5.
  • 9. Service Desk : - 1 : Call Center () 2 : Help Desk () 3 : Service Desk ()
  • 10. Service Desk ,
  • 11. (Incident Management) - - ( x )
  • 12. -
  • 13. (Problem Management)
  • 14.
  • 15. (Configuration Management) : - - (CI) (CMDB)
  • 16. - CMDB
  • 17. (Change Management) - - (RFC) (CAB) (FSC)
  • 18. (Release Management) , , , (Minor realese) (Major realese) (Emergency realese) (DSL) ( , )
  • 19. (Service Level Management) , , - " " (SLA)
  • 20. ITSM
  • 21. - ITIL (1996): , , , , - ITIL (2001): -, - ITSM- (2003): -
  • 22. - (Financial Management for IT Services) -, . ( ) ( ) / (charging) (TCO) (ROI)
  • 23. (Capacity Management) -, , (, ) - Application sizing
  • 24. (IT Service Continuity Management) (Business Continuity Management ). - - -
  • 25. (Availability Management) - - / Maintainability/Recoverability/Resilience (MTTR) (MTBF)
  • 26. : ITIL v3 2007: 5 ( ) (, ) ( )
  • 27. ITIL v3 1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operations 5. Continual Service Improvement
  • 28. ITIL - ITIL ITIL Microsoft MOF (MS System Center) HP HP ITSM Reference Model (HP OpenView) IBM IBM Service Management (IBM Tivoli Unified Process Tool) (Service Desk )
  • 29. IT- COBIT (Control Objectives for Information and related Technology) - - 20000 ISO/IE 20000-1:2005 Information technology Service management / 20000-200 ( , )
  • 30. ! ?