A Introduction专用课件.pptVIP

Introduction ITIL Service Management Foundation Course Objectives To introduce ITIL As Best Practice framework Terms, Definitions, Phrases Gain an understanding of the essential ITIL processes and how they relate to each other, in order to support and deliver a quality IT service Course Content – Day 1 Introduction Introduction to IT Service Management Service Desk Configuration Management Incident Management Problem Management Change Management Release Management Course Content – Day 2 Service Level Management Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management ITIL Overview ITIL is a Best Practice Framework Integrated into OGC and BSI guidance ITIL Philosophy – Scaleable Process driven approach Key Objective 1 Align IT services with the Current and Future needs of the business and its Customers Key Objective 2 To improve Quality of the services delivered Key Objective 3 Reduce long term Cost of service provision ITIL - IT Infrastructure Library Introduction to Service ManagementThe Service DeskConfiguration ManagementIncident ManagementProblem ManagementChange ManagementRelease Management Mission Statement Strategy Tactics Planning Operations day-to-day Business IT Alignment Service Delivery Service Support What is our Vision? Our Mission? What are our Aims, Goals, Objectives? What is the best way of achieving our Goals? – Align business to goals Develop Infrastructure to achieve our Goals What do we need to do? Must have effective two way communication within and between each of the levels. * * NOTES: