如何基于ITIL构建有效的IT服务管理体系.ppt

* * * * * * * * * 1.理念导入：从上层理论到基层技术人员的理念更新。 2.现状评估：为制定合理目标做基础； 3.流程设计：外援专家的参加：经验的借鉴； 4.工具实施：流程固化； 过程保证结果。 * * * * * * * * * * * * * * * * * Service Management is not just about the IT Operations environment, it is applicable throughout the whole of the Development Life cycle too, thereby marrying Projects and Service Management with Applications and Technology. ISO/IEC 20000 ISO/IEC 27001 Capability Maturity Model Integration (CMMI?) Control Objectives for Information and related Technology (COBIT?) Projects in Controlled Environments (PRINCE2?) Project Management Body of Knowledge (PMBOK?) Management of Risk (M_o_R?) eSourcing Capability Model for Service Providers (eSCM-SP?) Telecom Operations Map (eTOM?) Six Sigma?: 6 Sigma is a process improvement model that enables organisations to streamline processes by reducing the umber of defects. The measure “6” represents the standard deviation, i.e. the amount of inconsistency in a process. The target for quality equates to six standard deviations from the mean. Where there is variation, there represents a cost, at 4 sigma this corresponds to expending 15% of revenue fixing problems, at 6 sigma this represents less than 5%. The process: Define Measure Analyse Improve Control Helps to improve a process by focussing on the customer’s experience. The techniques of 6 sigma can be applied to identify critical IT areas requiring improvement, and identify the bottlenecks to target. Common 6 sigma techniques are Pareto charts, effects analysis , and balance scorecard * * * * * * * * * * * * * ITSM流程管理咨询 ISO2000027001认证咨询 ITSM咨询方法论 交流战略 1:制定项目计划 培训导入 2:现状评估 4: 工具实施 5: 审核实施成果/项目成果 3: 制定流程 流程模型 实施步骤 参与人员 流程设计Workshop 流程设计Review 流程手册 设计 制定规范: 组织 管理信息 审核步骤 支持工具 培训导入 课程名称 课程概要 ITIL Foundation课程 准确理解IT服务管理/ITIL等核心概念； 明确区分职能型和流程型两种不同的IT管理模式及各自优劣； 重点了解ITIL Service Support各流程及其相互关系，初步了解ITIL Service Delivery各流程； 掌握IT服务管理的实施方法和实施效果评价方法。 其他课程 结合具体需求，可提供针对性的高级培训课程，如： ITIL-Practitioner（ IPRCIPSR ） ITIL-Service Manager “ I’m all