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2.INTRODUCTION TO IT SERVICE MANAGEMENT

IT Service Management Objectives
ITIL is a Best Practice Framework used …..
1.To align IT services with the current and future needs
   of the business and its Customers
2.To develop the quality of the IT services delivered
3.To reduce the long term cost of service provision

Why Service Management
1.Increasing IT visibility and Reliance
2.Increasing demand from Business to deliver effective
   IT solutions/services (Cost Effective)
3.Increasing complexity of IT infrastructure and processes
4.Increasing competition
5.Increasing pressure to realise return on investment

Considerations
1.Do not be over ambitious
2.Consider what elements already exist, are in use and effective
3.Identify what can be re-used or needs to be developed
4.Adapt the guidelines to meet your requirements

Process Improvement Model
Process Improvement Stages
1.Process improvement definition
2.Communication
3.Planning
4.Implementation
5.Review and Audit

ITIL Service Management
Service Support
   Day to day operational support of IT services
Service Delivery
   Long term planning and improvement of IT service provision

Key Definitions
 Customer: recipient of a service: usually the Customer management   
                 has responsibility for the funding of the service.
 Provider: the unit responsible for the provision of IT service.
 Supplier:  a third party responsible for supplying or supporting    
               underpinning elements of the IT service.
 User: the person using the service on a daily basis.

IT Service Management Overview




posted on 2011-05-02 09:37 afunms 阅读(193) 评论(0)  编辑  收藏 所属分类: ITIL V3


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