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- 1. COBIT® vs. ITIL® Why can’t it be both?
- 6. How do the Frameworks Support & Guide the Business of IT C OBI T IT Wide CMMI ITIL Infrastructure / Operations Application Development IT Finance IT People Technology Architecture Customer Relationship ISO 17799 / NIST 800 Security & BCP/DRP
- 18. Source: The Art of Service Quality Flexibility Cost Management How / What ? Why! ITIL Framework Service Management Objective Tree effective efficient organization effective efficient IT service provision
- 21. ITIL v3 – The Service Lifecycle Source: ITIL Refresh Project Service Design Service ITIL Service Strategies Service Operation Service Design Continual Service Improvement Service Transition Complimentary Guidance Quick Wins Governance Methods Case Studies Value-added Products Templates Qualifications Study Aids
- 35. Making Changes on an Organizational Level Workshop Exercise
Notas del editor
- ITIL is relevant to anyone involved in the delivery of support of IT services. Whether you are managing day-to-day IT services, or establishing and refining existing processes, ITIL can help you apply internationally proven best practices for the IT services and support you provide.
- The easiest and most concise way to describe the benefits of adopting Service Management and the ITIL Framework is by using the Objective Tree. Any organisation has it’s known and inferred corporate objectives. Objectives can be related to revenue, costs, profits, satisfaction, production, etc. These objectives determine the business processes that are required. That is, the corporate objectives will determine how the functional units of the business work together and their activities. As an outsider looking in, if somebody asks why these activities are determined (why), then you would go back to the corporate objectives. Each of the units of the business requires a set of services in order to achieve their function and to be part of the business processes. What services are required are determined by the interactions of the business units. Some business units will require specific IT Services (e.g.. Accounts payable need a system, Human resources need a system), however some services will be required by all units (e.g.. Electronic mail and word publishing capabilities). The types of services required are influenced by the way that the business processes are organized, which (as we know) is determined by the organizational objectives. Finally, all of these IT Services must run on infrastructure. Infrastructure includes hardware & software and all elements in between. All of these components have to be managed and we call that Service Management (or IT Service Management). We must ensure that we managed all these components very well so that the services can be provided to the business processes that will help them achieve the organisation objectives. ITIL is a way of identifying and assisting to ensure that we do all the things we need to do when considering the management of infrastructure. So you can see that ITIL is not the starting point. Really the starting point is understanding the objectives and business processes. Next is really understanding what it is that they need in the way of IT Services. The people in the business units do not view services as technical terms like network access,
- Competitive advantage through cost reduction and by enabling growth and agility by the flexibility and scalability inherent in standardized processes and service organization. Business efficiency through streamlining of IT processes and better alignment between vital business functions and IT services Improved internal customer and user satisfaction
- ITIL is now based on a core of five titles: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement The Service Strategy book offers a view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every stage of the service lifecycle stays focused on the business case and relates to all the companion process elements that follow. Subsequent titles will link deliverables to meeting the business goals, requirements and service management principles described in this publication. Concepts and guidance in this publication include: Service Management strategy and value planning Linking business plans and directions to IT service strategy Planning and implementing service strategy