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ITIL 学习小结
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下一篇 2009-08-28 14:56:15
/ 个人分类：软件过程管理
很久之前参加的公司关于ITIL的培训，现在终于有时间总结一下。
ITIL, whose full name is Information Technology Infrastructure library, is a collection of best practice that set up and manage process for effective and efficient ITSM.
Then whis is ITSM? ITSM (IT Server Management ) is the effective and efficient process driven management regarding the quality of IT Service, provided to the end-users. In other words, ITSM is a set of processes that composites to ensure the quality of the live IT service. It contains four perspectives: Process, organization, people, technology. and ITIL focused on process but not organization , people or technology. ITIL 是支援有效的ITSM 的构筑及管理的Best Practice的集合体。
ITIL's seven components:
---Service Delivery
---Service Support
---Security Management
---The Business Perspective
---Application Management
---ICT Infrastructure management
---Planning to implement Service Management
The Service Support, Service Delivery and Security Management component are regarded as the central pillars of the framework, the other components in the library support these central component.
Service Delivery include:
--- Service Level Management:
----Financial Management for IT Service
-----Availability Management
----Capacity Management
----IT Service Continuity Management
Service Support include:
----Service Desk
- -- -Configuration Management
-----Incident Management
-----Problem Management
------Change Management
------Release Management.
---Security Management: Ensure such a level of security, that the agreed availability of the infrastructure is not compromised
----Service Level Management: To maintain and improve IT Service quality, through a constant cycle of agreeting, monitoring, and reporting upon IT Service achievement and instigation of actions to eradicate poor service-in line with business or Cost justification. Through these methods, a better relationship between IT and its Customer can be developed.
-----Financial Management for IT Service: To provide cost-effective stewardship of the IT assets and resource used in providing IT Service
-----Capacity Management: The capacity management process understands the business requirements (the required service delivery); the organization’s operation (the current Service Delivery) and the IT infrastructure (the means of service delivery).It ensure that all the current and future capacity and performance aspects of the business requirements are provided cost-effectively.
-----Availability Management: To optimize the capacity of the IT Infrastructure, services and supporting organization to deliver a cost effective and sustained level of availability that enables the business to satisfy its business deliveries
----IT Service Continuity Management: The goal for ITSCM is to support the overall Business continuity Management process by ensuring that the required IT technical and service facilities (Including computer system, networks, applications, telecommunications, technical support and service desk) can be recovered within required and agreed, business timescales.
----Service Desk: To provide a single point of contact for customers; To facilitate the restoration of normal operational service with minimal business impact on the customer with agreed service level and business priorities.
----Configuration Management:Account for all the IT assets and configurations within the organization and its services. Provide accurate information on configuration and their documents to support all the other service management process. Provide a sound basis for incident management, problem management; change management, release management. Verify the configure records against the infrastructure and correct the exception
----Incident management: To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
----Problem Management: The goal of problem management is to minimize the adverse impact of incident of problem on the business that is caused by errors within the IT infrastructure, and to prevent recurrence of incident related to these errors.
----Change Management: The goal of the change management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change related incidents upon service quality and consequently to improve the day to day operation of the organization.
----Release Management:The goal of release management is to ensure that all technical and non-technical aspects of a release are dealt with in a coordinated approach.
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