【正文】 Service Management) ? ITSM vs. ITIL vs. ISO20230 ? ITSM 資訊服務(wù)管理 ? 針對(duì)顧客 (IT的使用單位 )之需求及期望，提供高品質(zhì) IT的服務(wù) (Effectiveness and Efficiency ) ? ITIL ? 提供 ITSM 的最佳實(shí)施範(fàn)例指引 ? ISO20230 ? 獨(dú)立驗(yàn)證 ITSM 執(zhí)行情形之標(biāo)準(zhǔn) Edited by Dr. Leo H. Chu 18 沿革 ? ITIL : IT Infrastructure Library ? 源貣於 80年代英國(guó)政府商務(wù)部 (OGC)的前身組織 (CCTA) 所主導(dǎo)進(jìn)行的一項(xiàng) 『 研究如何提升政府資訊科技與管理 』 的專(zhuān)案 ? 被稱(chēng)為資訊服務(wù)管理的最佳實(shí)務(wù) (Best Practice) ? 資訊服務(wù)管理的 ISO國(guó)際標(biāo)準(zhǔn) (ISO/IEC 20230)主要即參考此架構(gòu)所發(fā)展制定 ? ITIL的演變過(guò)程 ? As a collection of best practices ? To improve the quality and cost effectiveness of the services they provide to the business Edited by Dr. Leo H. Chu 19 沿革 ? A vehicle used to help reach the ultimate destination, which is to improve service ? ITIL can be applied in any anization, regardless of size, type and structure ? The business quality initiatives, is based on the principles of W. Edwards Deming , who argued that ? Supplying products or services require activities ? The quality of a service depends upon the way activities are anized ? Deming’s quality cycle proposed a system of continuous improvement, with the appropriate levels of quality delivered by adhering (following) to the PLAN, DO, CHECK, ACT steps Edited by Dr. Leo H. Chu 20 沿革 ? Deming’s Quality Circle ? Where PLAN : Design or revise ponents to improve results DO : Ensure the plan is implemented CHECK : Determine if the activities achieved the expected results ACT : Adjust the plan based on results gathered during the check phase Edited by Dr. Leo H. Chu 21 沿革 ? ITIL What does it means to us？ A series of doable (executable) guidebooks, based on vary successful or failed experiences provide a mon language to speed up munication and collaboration within and without anizations Edited by Dr. Leo H. Chu 22 沿革 ? IT’s Role 及 ITIL之發(fā)展可以分成三個(gè)階段 IT = Technology Provider (Functional Base) IT = Service Provider (process Oriented) ITIL V1 ITIL V2 Source: OGC ITIL V3 IT = Strategic Partner (Lifecycle Mgmt) Source : KPMG ITIL V3 Edited by Dr. Leo H. Chu 23 The Core Principles of ITIL ? The people and process issues must be addressed firstly ? The provision of quality customer service, ., customer requirements and expectations are met at all times Edited by Dr. Leo H. Chu 24 IT服務(wù)管理 (IT Service Management) Edited by Dr. Leo H. Chu 25 ITIL Framework Edited by Dr. Leo H. Chu 26 ITIL之內(nèi)涵 ? ITIL ? Provides prehensive “best practice” guidelines on all aspects of “endtoend” Service Management ? Covers the plete spectrum of people, processes, products and the use of partners ? The most widely used management approach to the delivery and support of IT services and infrastructure, worldwide Edited by Dr. Leo H. Chu 27 ITIL之內(nèi)涵 ? The core of ITIL is constituted by the 7 modules ? Service Management ? Delivery ? Service Support ? ICT Infrastructure Management (ICTIM) ? Planning to Implement Service Management ? Application Management ? The Business Perspective ? Security Management Edited by Dr. Leo H. Chu 28 ITIL之內(nèi)涵 ? Service Management ? Help Desk(與 Service Support配合 ) ? Service Support (營(yíng)運(yùn)面 ) ? Describe the processes associated with the daytoday support and maintenance activities associated with the provision of IT services ? Scope ? Incident Management（事件管理） ? Problem Management（問(wèn)題管理） ? Change Management（變更管理） ? Configuration Management（組態(tài)管理） ? Release Management（發(fā)佈管理） ? 企業(yè)組織的「執(zhí)行階層」藉由上述流程以確保 IT 的順暢與效率 Edited by Dr. Leo H. Chu 29 ITIL之內(nèi)涵 ? Service Delivery (戰(zhàn)略面 ) ? Covers the processes required for the planning and delivery of quality IT services and looks at the longer term processes associate with improving the quality of IT service delivered ? Scope ? Service Level Management（服務(wù)級(jí)別管理） ? Availability Management（可用性管理） ? Capacity Management（容量管理） ? IT Service Continuity Management(IT服務(wù)連續(xù)性管理） ? Financial Management for IT Service(IT服務(wù)的財(cái)務(wù)管理） ? 企業(yè)組織的「管理階層」藉由上述流程以掌控資源的運(yùn)用與成效 Edited by Dr. Leo H. Chu 30 ITIL之內(nèi)涵 ? ITIL Service Management Relationship Business (Customer) User Service Support Service Delivery SPOC SLA Notes: SPOC Single Point o