Itil v3

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  • Publicado : 15 de diciembre de 2010
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ITIL V3 - At A Glance
®
Determine Perspective Form a Position Craft a Plan Adopt Patterns of Action

Service Strategy
3 3 3 3

Service Design

Collect requirements Analyze Design Evaluate Procure and/or develop

3 3 3 3 3

Service Transition

Plan and prepare Build and test Testing and pilots Transfer, deploy, retire Review and close

3 3 3 3 3

Service Operation

Monitor andcontrol Manage activities Generate metrics Provide reports

3 3 3 3

Continual Service Improvement
Plan Do Check Act 3 3 3 3

Key Principles
Service Lifecycle Value: Utility and warranty Service Assets: Resources and capabilities Systems, processes, roles, units and functions Service provider types Value networks

Key Principles
Five design aspects - Service portfolio design -Definition of requirements and design of service solutions - Technology and architectural design - Process design - Measurement design Service oriented architecture Business service management Service design models People, Processes, Products / Technology and Partners (the 4 Ps)

Capacity Management
(Business, service and component)
s Review current capacity s Improve capacity s Assess, agree anddocument requirements s Plan new capacity

Key Principles
Policies for service transition Managing communications and commitment Managing organization and stakeholder change Stakeholder management Big bang vs. phased Push vs. pull Automation vs. manual Service V model Data-Information-KnowledgeWisdom

Evaluation Management
s Plan evaluation s Evaluate predicted performance s Evaluate actualperformance

Key Principles
IT services vs. technology components Stability vs. responsiveness Quality vs. cost Reactive vs. proactive Organizational structures Operational health Communication Documentation

Event Management
s s s s s s s s s Generate event notification Detect event Filter event Categorize event Correlate events Trigger response Select response Review actions Close event

KeyPrinciples
Organizational change Service measurement Assessments and benchmarking Governance Deming cycle CSI model

Strategy Generation
s s s s Define the market Develop the offerings Develop strategic assets Prepare for execution

Information Security Management
s Produce and maintain information security policy s Implement security policy s Assess and classify information assets s Implementand improve security controls s Monitor and manage security breaches s Reduce security breaches s Perform reviews, audits and penetration tests

Service Asset and Configuration Management
s s s s s Management and planning Configuration identification Configuration control Status accounting and reporting Verification and audit

7-Step Improvement Process
s s s s s s s Define what you should measureDefine what you can measure Gather data Process data Analyze data Present and use information Implement corrective action

Service Portfolio Management
s s s s Define Analyze Approve Charter

Service Catalogue Management
s Agree service definition s Agree contents s Produce and maintain service catalogue s Interface with stakeholders

Release and Deployment Management
Plan deployment ofrelease package Prepare for build test and deployment Build and test Test service and conduct pilot Plan and prepare for deployment Perform and transfer, deployment, and retirement s Verify deployment s Support early life s Review and close deployment s s s s s s

Request Fulfillment
s Select and input details of service request s Approve service request s Fulfill service request s Close servicerequest

Functions
s Service Desk - Single point of contact - Local, Central, Virtual, Follow the Sun s IT Operations Management - IT operations control - Console management - Job scheduling - Backup and restore - Print and output - Facilities management s Technical Management - Manage technical knowledge - Plan, implement and maintain stable infrastructure s Applications Management - Manage...
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