ibm service management - jsp...
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IT Service Management
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Introducere
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IT Service Management
Companiile utilizeaza sisteme IT pentru derulareaafacerilor
Sistemele IT sunt supuse la presiuni: Schimbari (Change)
Conformitate (Compliance)
Complexitate (Complexity)
Cost
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IT Service Management
IT Service Management (ITSM) = integrare a proceselor, persoanelor, tehnologiilor din cadrul uneicompanii pentru optimizarea functionarii acesteia cu scopul de a satisface nevoile clientilor.
ITSM = intersectia optima a oamenilor, proceselor, tehnologiilor si informatiilor din cadrul uneicompanii
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IT Service Management
ITSM – defineste modul cum trebuie structurateactivtatile si procesle IT
ITSM – este orientat spre “back office”
ITSM poate fi vazut ca fiind echivalentul ERP in domeniul disciplinelor IT
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Istoric
1980 – CCTA propune IT Infrastructure Librabry( ITIL)
ITIL – colectie de carti ce acopera arii de interese din ITSM
1989 – colectia de carti creste la 30 de volume
2001 – ITIL revizuit sub numele de ITIL v2
CCTA a fost integrat in agentia OGC
2007 – OGC lanseaza ITIL v3 (doar 5 volume)
http://www.best-management-practice.com/
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ITIL Service Management
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ITIL Service Management
Doua componente
Service Support – include 5 procese ce definescactivitati operationale IT
Service Delivery – include 5 procese ce definescactivitati planificare si imbunatatire a serviciilor IT
Cele doua componente sunt conectate intre ele prinService Desk – single point of contact
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ITIL Service Management
Service Level
Management
Financial
ManagementAvailability
Management
IT Service Continuity
Management
Capacity
Management
ServiceDelivery
Service Desk
Change
Management
Release
ManagementIncident
Management
Configuration
Management
Problem
Management
ServiceSupport
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ITIL Service Support
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ITIL Service Support
Change
Management
Release
Management
Incident
Management
Configuration
ManagementProblem
Management
ServiceSupport
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Service Desk
IT Management
Tools
Configuration Management Database (CMDB)
Problem
Change
Release
Configuration
Incident
Difficulties,
Queries, Enquiries
Communication, Updates,
Workarounds
New
Releases
Change
Requests
Incidents
The Business, Customers, Users
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Configuration Management Database (CMDB)
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Service Desk
Difficulties,
Queries, Enquiries
Communication, Updates,
Workarounds
The Business, Customers, Users
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Service Desk
Incident
Incidents
IT Management
Tools
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Problem
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Change
Change
Requests
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Release
New
Releases
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Configuration
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Service Desk
IT Management
Tools
Configuration Management Database (CMDB)
Problem
Change
Release
Configuration
Incident
Difficulties,
Queries, Enquiries
Communication, Updates,
Workarounds
New
Releases
Change
Requests
Incidents
The Business, Customers, Users
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Service Desk21
Scop:
Punct unic de contact cu utilizatorii si clientii si
asigura suportul necesar pentru refacerea rapida a
serviciilor.
Activitati:
Interfata de gestionare a incidentelor
Comunicarea cu clientii
Comunicarea cu echipa IT pentru rezolvarea
problemei
Asigura generarea de rapoarte si recomandari
pentru imbunatatirea serviciilor
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ITIL Service Delivery
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Service Level
Management
Financial
Management
Availability
Management
IT Service Continuity
ManagementCapacity
Management
ServiceDelivery
ITIL Service Delivery
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Service Level Management
Scop Mentinerea si imbunatatirea calitatii serviciilor IT printr-
un ciclu constant de monitorizare si raportare.
Definitii Service Level Agreement (SLA) intelegere scrisa cu clientul Operational Level Agreement (OLA) intelegere scrisa intre
doua entitati interne ale companiei
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Availability Management
Scop
Optimizarea capacitatilor infrastructurii IT, serviciilor siopreatiilor de suport pentru ca acestea sa poat functiona la capacitate maxima si sa isi indeplineasca obiectivele.
Definitie
Disponibiliatea = capacitatea unui serviciu IT sau a uneicomponente de a isi indeplini functiile pentru care a fostcreat.
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Capacity Management
Scop
Ofera operatiile de suport pentru organizatie cu scopul ca acesata sa isi dimensioneze serviciile IT in conformitatea cu necesitatile acesteia.
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Financial Management
Scop
Activitatile de analiza necesare in cadrul procesuluide achizitie a serviciilor IT in asa fel in cat acestea safie obtinute la un cost optim (aceasta nu insemanaobligatoriu cel mai mic cost).
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IT Service Continuity Management
Scop
Sunt definite activitati care sa asigure recuperareaserviciilor IT in caz de criza intr-o durata de timp optima.
Definitie
O situatie de criza este o situatie neprevazuta cand unul saumai multe servicii IT nu mai sunt disponibile.
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Implementare ITIL
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ITIL – Implementare30
Necesita implicare
Este un proces complex
Defineste principii de urmat
Masura cantitativa a calitatii
Adoptare partiala
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Simulator ITSM