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    afunms

    My Software,My Dream—Forge a more perfect NMS product.

    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 閱讀(205) 評論(0)  編輯  收藏 所屬分類: ITIL V3


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