《《GE_itSM Foundations Course (ITIL_V2)》.ppt

Cons/Ind - itSM Foundations v1.2 it Service ManagementFoundations CourseGE Consumer Industrialv1.2 Day 1 Day 2 Course Objectives Accelerated ITIL foundations course Where are we today Next 2 months in more details Answer your questions Why change? Business Mergers Process Integrations Different Cultures Less People, More Work NPI, ITO, OTR – measure our contribution Structured Approach Bring Infrastructure closer to the business The Drivers for High Quality IT Services Organizations increasingly dependent on IT service provision Higher visibility of failure More demanding users Increased complexity of the infrastructure Charging for IT services Competition for customers The Business Perspective It’s obvious, isn’t it? IT Infrastructure Library (ITIL) Series of books giving guidance on the provision of quality IT services Produced by Office of Government Commerce (OGC), published by the Stationery Office in UK All together consists of 7 modules (books) Gartner on ITIL ? It is an open, vendor independent framework for service management in heterogeneous environments. ? It defines a consistent, integrated approach and terminology which are valuable contributions to the field of service management. About ITIL implementation: ? It is?only” a framework which requires substantial amount of further work from the part of the implementer. ? Organizations with mature processes can use ITIL as a ?mirror” through which they can better see their deficiencies and improvement opportunities. ? Organizations with less mature processes could regard ITIL as a starting point or – with caution – ?recipe book”. ITIL Framework - 7 Modules IT Service Management The management of IT services to support one or more business areas The IT Infrastructure Library (ITIL) defines ‘best practices’ processes and procedures for the provisioning of high quality IT services Two core books: Service Delivery Service Support IT Service Management Service Support Ser