PPT惠普

Improve performance:
• Improve business operations
business operations, while minimizing exposure to external risk factors
performance end-to-end across the enterprise • Increase customer and employee satisfaction
© 2004 Hewlett-Packard The information contained herein is subject to change without notice
The big shifts in business
All processes and content are being transformed from
physical and static to digital, mobile and virtual.
The demand for simplicity, manageability and
adaptability is changing how the company works and organizes, buys and uses technology.
and earnings, cash flow, and reduced cost of operations
and operations to adapt to changing business needs
Minimize risk:
• Ensure security and continuity of internal
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ease
Level of effort, cost, and risk required to introduce and support change.
OK, then what is an IT Service?
“A set of related components provided in support of one or more business processes. 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.”
What is ITIL and Why Should I Care?
Diane Hoschler Sr. ITSM Solution Architect HP Consulting & Integration 916 785-0991
diane hoschler sr. itsm solution architect december 2004
ITIL® certification
certification bodies:
• ISEB (The Information Systems Examination Board) – UK • EXIN (Examination Institute for Information Science) – Netherlands
Source: A dictionary of IT Service management Terms, Acronyms and Abbreviations
What is an IT Service? FedEx
People Processes Technology
IT
People Processes Technology
Defining, Measuring and Assessing “Agility”
time
Speed at which infrastructure changes can be implemented.
range
Breadth of change that can be supported or introduced.
Horizontal, heterogeneous, networked organization. With
acquisitions, need to embrace Standards to improve connection and use common language.
CIO vs. CEO Priority
CIO Management Priorities
CIO
Magazine
1. Increase Business Efficiency through IT-enabled process improvement 2. Align IT and business goals 3. Improve internal customer satisfaction 4. Create competitive advantage through IT 5. Control IT costs
60% of CEOs Say IT is aligned with their goals.
CIO balancing act
Maximize return:
• Improve business results; grow revenue
Increase agility:
• Enable the business organization
T h e
available now
T h e T e c h n o l o g y
Service Management Core
available now
available now Service B The ICT Support u Business Infrastructure Management s Perspective i Service Coming Soon! available now n available now Delivery e Security s Management s Applications Management Available now Application Asset Management
•
Release Management
* Service Desk is a function not a process
– itSMF ITIL® Pocket Guide
“IT Services are there solely to support the business and its efficient and effective operation.”
CEO Management Priorities for IT
1. Align IT and business goals 2. Increase Business Efficiency through IT-enabled process improvement 3. Create competitive advantage through IT 4. Improve internal customer satisfaction 5. Control IT costs
(ITIL accreditation demonstrates that an individual has met the standards as set by an examination certification board comprising representatives from OGC, itSMF and the examining boards.)
available certification:
• Foundation Certificate – entry-level multiple choice exam • Practitioner’s Certificates – for specific disciplines; pass incourse assessments and a case-study based multiple choice exam • Manager’s Certificate – requires passing 2 three-hour essay exams after successfully passing an accredited 10 day training course
Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management
•
•
Configuration Management
Change Management
Public Infrastructure Public Infrastructure
Either your Infrastructure determines your Service Level Or Your Service Level determines your Infrastructure.
How we got here…
1980s Automating the back office
Emphasis: Stability Reliability 1990s Automating the front office Emphasis: Speed Efficiency Today Automating the IT infrastructure’s ability to adapt to every business decision Emphasis: Effectiveness + Stability + Reliability + Speed + RoIT
you’re doing IT Service Management or not… it’s a question of how well - or poorly - you’re doing it!
ITIL® Publications Map
Planning to Implement Service Management
Silos of technology inflexible to change, over-provisioned
Horizontal architecture stable, flexible, supply matches demand
What is ITIL?
Information Technology Infrastructure Library • Result of years of analysis and research • Currently consists of 7 books providing guidance 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! It’s not a question of whether
Core ITIL® Service Management Processes
Service Support
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• •
Service Delivery
•
• • • •
Service Desk*
Incident Management Problem Management
Service Level Management