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ITIL v3 – Information Technology Infrastructure Library

itil-service-strategyITIL has been invented to facilitate management of IT services. Regardless what department or environment you work for, whether it is small helpdesk, game designing company or even hospital, because ITIL is versatile and universal. Successfully deployed ITIL rules and best practices will organize and improve work and efficiency in your company.


bialetloitil_v321Above diagram present 5 STAGES of ITIL Lifecycle. These stages are segmented on PROCESSESS. PROCESS is a cluster of activities which produce a defined outcome. Every single new service has to pass through all stages in order to be successfully deployed. I would like to focus on these stages and describe. This article has been created thanks to knowledge and data which I found at www.mountainview-itsm.com. I used this site among other things during my preparation to ITIL v3 exam

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SERVICE STRATEGY 

STRATEGY MANAGEMENT FOR IT SERVICES – the purpose of service strategy is articulate how a service provider will enable an organization to achieve its business goals.

DEMAND MANAGEMENT – understanding, anticipating and influence of customer demand for services. Ensures that services are designed, tested and delivered to achieve business outcomes.

BUSINESS RELATIONSHIPS MANAGEMENT – establishing and maintaining business relationship between the service provider and the customer based on understanding of customer needs.

SERVICE PORTFOLIO MANAGEMENT – ensures that service provider has the right mix of services to balance the investment in IT with ability to meet business outcomes.

FINANCIAL MANAGEMENT FOR IT SERVICES – secures the appropriate funding to design, develop and deliver services. Identify the balance between the cost and quality of service.

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SERVICE DESIGN

DESIGN COORDINATION – ensures that goals of the service design are met by providing single point of coordination and control for all activities and processess within service design stage.

CAPACITY MANAGEMENT – ensures that capacity of IT services and IT infrastructure meets the agreed capacity and performance in a cost effective and timely manner way.

IT SERVICE CONTINUITY MANAGEMENT – manages the risk that could seriously affect IT services

INFORMATION SECURITY MANAGEMENT – aligns security and business security and ensures that confidentiality, integrity and availability of the organization’s assets, data, information and IT services always matching the agreed needs of the business.

AVAILABILITY MANAGEMENT –  is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets.

SERVICE LEVEL MANAGEMENT – ensures that agreed level of IT service is provided for all current IT services.

SERVICE CATALOGUE MANAGEMENT – provides and maintains single source of consistent information on all operational services, ensures that it is widely available for those who are authorized to access it.

SUPPLIER MANAGEMENT – ensures that supplier and provided services  are managed to support IT service targets and business expectations. Rises awareness of the business context of working with partners and suppliers.

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SERVICE TRANSITION

SERVICE TRANSITION PLANNING AND SUPPORT– provides overall planning for service transition and coordinates resources they require. Plans and coordinates resources to ensure that requirements of service strategy encoded in service design are effectively realized in service operation.

CHANGE MANAGEMENT – controls the lifecycle of all changes, enabling beneficial changing to be made with minimal disruption to IT services.

SERVICE ASSET AND CONFIGURATION MANAGEMENT – ensures that assets required to deliver services are properly controlled and the accurate and reliable information about those assets is available where is needed.

SERVICE VALIDATION AND TESTING – provides objective evidence that the new/ changed service supports business requirements, including agreed Service Level Agreement 

CHANGE EVALUATION – provides a consistent and standardized means of determining the performance of a service change in the context of likely impacts on business outcomes and on existing and proposed IT infrastructure. Identifies the risk.

KNOWLEDGE MANAGEMENT – shares ideas, perspectives, experience and information to ensure that they are available int the right time and place to enable informed decisions, and to improve efficiency by reducing the need to rediscover the problem.

RELEASE AND DEPLOYMENT MANAGEMENT – plans, schedules and controls the build , test and deployment of releases. Delivers new functionality.

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SERVICE OPERATION

EVENT MANAGEMENT – manages events throughout their lifecycle. Detects events, make sense of them and determines the correct control action that is required.

INCIDENT MANAGEMENT – restores normal service operation ASAP and minimizes unfavorable impact on the business

REQUEST FULFILLMENT – is responsible for managing the lifecycle of all service requests from the users. Maintains user and customer satisfaction and professional handling of all service requests.

PROBLEM MANAGEMENT – to minimize the unfavorable impact of incidents on the business by underlaying errors within IT infrastructure and proactively prevents recurrence of incidents related to these errors.Determine the root reason of incidents and initiate actions to improve.

ACCESS MANAGEMENT – provides the right for users to be able to use a service or group of services. The execution of policies and actions are defined in information security management.

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CONTINUAL SERVICE IMPROVEMENT

CONTINUAL SERVICE IMPROVEMENT APPROACH – aligns IT with a business. Assists with decision-making on what improvement initiatives make sense and adds the greatest value back to the business.

DEMING CYCLE – PLAN DO CHECK ACT – the goal of using is steady, ongoing improvement

SEVEN STEP IMPROVEMENT PROCESS – collects and analyzes relevant process metrics from a process in order to determine its weakness and establish an action plan to improve the process:

STEP 1 – Identify the strategy for improvement
STEP 2 – Define what you will measure
STEP 3 – Gather the data
STEP 4 – Process the data
STEP 5 – Analyse the information and data
STEP 6 – Present and use the information
STEP 7 – Implement Improvement

SERVICE MEASUREMENT AND REPORTING – monitors services and report on improvement opportunities.

SWOT ANALYSIS – developes a strategic planning tool used to evaluate the internal strengths, weaknesses and external threats opportunities  involved in a project or any other situation requiring a decision.


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By the “FUNCTION” name we understand an organizational entity with a special area of knowledge, experience, responsibility. Behind the FUNCTIONS stand people. We distinguish following functions :

1. SERVICE DESK – acts as primary point of contact for users when there is a service disruption, for service requests or for some categories of request for change.

2. IT OPERATIONS MANAGEMENT – provides daily operational activities needed to manage IT infrastructure. It has two sub-functions: IT Operations Control ( ensures that routine operational tasks are carried out) and Facilities Management ( the management of physical IT environment: data center , computers etc) .

3. TECHNICAL MANAGEMENT – provides detailed technical skills and resources needed to support ongoing operation of IT infrastructure. Technical management plays a huge role in designing, testing, release and improvement of IT services.

4. APPLICATION MANAGEMENT – manages application throughout their lifecycle. The application management function supports and maintains operational applications and Application Development  plays a huge role in designing, testing, release and improvement of IT services also

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