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  • Publicado : 8 de febrero de 2011
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The ITIL Winning Strategy
®

Continual Service Improvement
The 7 Step Improvement Process

IDENTIFY

Vision & Strategy • Tactical Goals • Operational Goals
Procurement Development

1.Define what you should measure.

Service Design
The 5 Aspects of Service Design 1. Service Solutions 2. Service Management Systems & Tools 3. Technology & Management Architectures & Tools 4. Processes5. Measurement Systems, Methods & Metrics Key Concepts • Four “P’s” - People - Processes - Products - Partners • Service Design Package • Delivery Model Options • Service Level Agreement • OperationalLevel Agreement • Underpinning Contract Processes • Service Catalog Management • Service Level Management • Availability Management • Capacity Management • IT Service Continuity Management •Information Security Management • Supplier Management
Service Level Management

Analyze Requirements

Design Solution

Evaluate Alternatives

Service Transition
Supplier Management

AvailabilityManagement Information Security Management IT Service Continuity Management Capacity Management

7. Implement corrective action.

Processes • Change Management • Service Asset & ConfigurationManagement • Release & Deployment Management • Knowledge Management • Transition Planning & Support • Service Validation & Testing • Evaluation

Service Catalog

Service Portfolio

Key Concepts •Service Changes • Request for Change • Seven “R’s” of Change Management • Change Types • Release Unit • Configuration Management Database (CMDB) • Configuration Management System • Definitive MediaLibrary
Decisions

Service Knowledge Management System
Presentation Layer Knowledge Processing Layer

2. Define what you can measure.

Service Catalog Management

Service Strategy
MainActivities • Define the Market • Develop Offerings • Develop Strategic Assets • Prepare Execution Key Concepts • Utility & Warranty • Value Creation • Service Provider • Service Model • Service Portfolio...
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