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1、Confidentiality/date line:13pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideDisclaimer information may also be appear in this area.Place flush left,aligned at bottom,8-10pt Arial Regular,whiteIndications in green=Live content Indicat
2、ions in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsCopyright:10pt ArialRegular,white 2002 IBM CorporationTemplate release:Oct 02For the latest,go to http:/ Global Services 2022/11/25IT服务管理/ITIL概念简介ChenLei ()Title/subtitle/confidentiality line:10pt
3、 Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Liv
4、e content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsAgendaIT服务管理历史ITIL基础2Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyr
5、ight:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional eleme
6、ntsIT组织的演变运维部门 开发部门后勤(文秘/培训)业务部门上世纪80年代以不高于竞争对手的成本提供足够的服务运维部门控制开发部门后勤(文秘/培训)业务部门上世纪90年代以不高于竞争对手的成本提供优质的服务走向世界一流运维部门 用户服务 开发部门监管后勤(文秘/培训)业务部门现在协作制定服务内容提供所需的资源/技术支持服务的运作3Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two
7、spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndication
8、s in black =Optional elements运维部门 用户服务开发部门治理后勤(文秘/培训)业务部门面向服务的IT组织 一个基于流程的组织一个基于流程的组织:基于客户需求关注增值服务自行组织、控制资源分配灵活确保人员的专业能力和基本业务能力兼顾形成跨部门合作机制，克服“各自为政”的问题层次化结构The Enabler Business ModelITIT部门调查、推荐和实施技术手段，提升企业的业务能力部门调查、推荐和实施技术手段，提升企业的业务能力流程驱动的组织 问题管理问题管理变更管理变更管理4Title/subtitle/confidentiality line:10pt A
9、rial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live
10、content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsIT服务管理的演变5Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt Ari
11、alRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsIT服务管理可以带来
12、的效益控制控制 严格控制严格控制ITIT部门关键的业务流程（例如控制软件的发布、部门关键的业务流程（例如控制软件的发布、ITIT资产的审核、客户资产的审核、客户问题的管理等问题的管理等)评估评估 可以评估人员和流程的性能表现可以评估人员和流程的性能表现(通过自动生成具有业务意义的管理信息通过自动生成具有业务意义的管理信息)集成集成 集成现有的、分散的管理流程集成现有的、分散的管理流程(通过集成，人员工作更加有效、更易于培训和通过集成，人员工作更加有效、更易于培训和控制控制)规范化规范化 管理流程的规范化管理流程的规范化(规范化可以减少错误发生的可能，提升规范化可以减少错误发生的可能，提升ITI
13、T整体可用性整体可用性)自动化自动化 自动化可以减少手工重复性操作的成本，提升对操作的控制性。自动化可以减少手工重复性操作的成本，提升对操作的控制性。6Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,
14、go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elements管理领域的三句话整体思路任何事情如果你不能量化它，你就不能控制它如果你不能量化它，你也不能管理它如果你不能量化它，说明你根本不
15、在乎它7Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:1
16、0pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elements项目质量控制方法：戴明环（Deming Cycle）执行方法戴明圈的8个主要步骤分析现状，发现问题；分析质量问题中各种影响因素；分析影响质量问题的主要原因；针对主要原因，采取解决的措施；为什么要制定这个措施？达到什么目标？在何处执行？由谁负责完成？什么时间完成？怎样执行
17、？执行，按措施计划的要求去做；检查，把执行结果与要求达到的目标进行对比；标准化，把成功的经验总结出来，制定相应的标准；把没有解决或新出现的问题转入下一个PDCA循环中去解决计划（Plan）执行（Do）处理（Action）检查（Check）8Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular
18、,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsAgendaIT服务管理历史ITIL基
19、础9Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10p
20、t Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elements什么是ITILITIL(IT Infrastructure Library)的目标是基于最佳经验，为企业提供IT服务管理的指导，由英国商务部OGC发布，被业界广泛采用，已成为IT服务管理的事实标准。ITIL是管理科学在IT基础架构的应用，并以结构化方式编写成一套丛书。10T
21、itle/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt A
22、rial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsITIL提供什么？提供关于IT基础架构战略、战术、运作管理的指导性丛书提供一套系统化、基于最佳经验的流程框架提供了关于实施战略的建议提供了培训指导符合ISO9001质量标准的要求11Title/subtitle/confidentiality line:10pt Arial Re
23、gular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content
24、 Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsITIL的基本原则ITIL告诉我们企业管理和运作IT基础架构需要实施哪些流程，从而以合理的成本为客户/用户提供最优的服务。ITIL让我们重新定义企业信息技术的应用，将之转换成一系列定义清晰、可评估的IT服务，并以合理的价格达成IT服务质量的承诺，进行评估监控。12Title/subtitle/confidentiality line:10pt Arial Regular,w
25、hiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indica
26、tions in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsITIL的理论结构CM实现质量、稳定性、灵活性目标运作性流程SLM保证服务质量战术性流程QA控制服务质量IT战略性流程13Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two sp
27、aces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications
28、in black =Optional elementsITIL丛书系列服务支持系列(Service Support Set)服务实施系列(Service Delivery Set)经理系列补充指导软件支持系列环境系统业务持续管理系列业务观系列Configuration Management(配置管理)Service Desk(服务台)Incident Management(突发事件管理)Problem Management(问题管理)Change Management(变更管理)Release Management(发布管理)Service Level Management(服务水平管理)Av
29、ailability Management(可用性管理)Capacity Management(容量管理)IT Continuity Management(IT持续性管理）IT Financial Management(IT财务管理)14Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,
30、whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsITIL和ISO，CMMI有什么不同？I
31、SO9000 最初是为制造业开发的一个通用质量审核模型，但也可以应用到任何生产/服务组织。ISO9000强调的是审核，只是提出一系列组织需要达到的目标，并没有指出如何达到这些目标。CMM 专为软件开发和维护组织开发的，它归纳了一组有关软件开发和维护的最佳实践，并将这些实践划分为五个有序的层次，即五个级别的成熟度。ITIL 专为IT服务管理和运营组织（机构）开发的、有关IT服务管理和运营方面的最佳实践框架。相同之处：相同之处：只告诉你要做什么（What），没有告诉你如何去做（How to），不同之处：不同之处：ISO9000虽然适用于各类组织，但它显得太过“通用”，只是相当于给组织制定了一个最低
32、的质量标准；CMM主要是面向软件开发，对软件维护有所涉及，但不是重点；ITIL相比CMM关注的是软件（当然还包括硬件和网络等其它IT基础设施）的维护，对软件的开发涉及不多。15Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For
33、 the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elementsITIL Service Support and Service Delivery问题管理(包括帮助台
34、)突发事件控制问题控制错误控制变更管理标准变更紧急变更简单变更配置管理服务水平管理(包括应急规划)可用性管理容量管理成本管理16Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/
35、 Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elements配置管理（Configuration Management)-确认、记录和报告所有属于配置管理控制和管理范围的IT部件。问题管理(包括帮助台)突发事件
36、控制问题控制错误控制变更管理标准变更紧急变更简单变更配置管理服务水平管理(包括应急规划)可用性管理容量管理成本管理配置定义控制配置信息配置状态审计配置信息验证信息管理17Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For th
37、e latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elements主要概念IT基础架构(IT Infrastructure)-任何提供IT服务所需的硬件、软件和相关文档配置管
38、理数据库(Configuration Management Database,CMDB)-保持所有与IT基础架构相关CI的完整记录配置条目(Configuration Item,CI)-基础架构的一个部件,例如PC、网络设备、应用、手册等配置基线（Configuration Baseline）-某个时刻，某个IT产品或者系统的原始结构和细节信息 18Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,w
39、ith two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIn
40、dications in black =Optional elements硬件 CI举例19Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2
41、003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elements配置管理流程的主要任务All Configuration Items(CIs)must be identified.(Does the new CI belong in the scop
42、e of the CM system?)All CIs are registered in the CMDB.All CIs have a unique identification code.Registration and giving a unique identification code to the CI belong to CMDB ManagementThe status of a CI can be in repair,in test,in production,etc.Status control means that the status of CIs must be k
43、ept up to date.At regular intervals,verification must take place.i.e.the registered data within the CMDB will be verified with the actual data.The Configuration Management process must provide information about the IT infrastructure to other processes and IT management.20Title/subtitle/confidentiali
44、ty line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications
45、in green=Live content Indications in white =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elements配置管理和资产管理的区别配置管理:管理的是整个IT架构完整的生命周期主动的校验、审核记录关联关系，和业务功能相关资产管理基本不记录设备间关联关系管理对象被视为采购到的资源关注财务属性类似于库存管理21Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum
46、 length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in wh
47、ite =Edit in masterIndications in blue =Locked elementsIndications in black =Optional elements服务台(Service Desk)问题管理(包括帮助台)突发事件控制问题控制错误控制变更管理标准变更紧急变更简单变更配置管理服务水平管理(包括应急规划)可用性管理容量管理成本管理交流平台（SPOC)突发事件控制/管理信息管理22Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation
48、 separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number:10pt Arial Bold,whiteIndications in green=Live content Indications in white =Edit in masterIndica
49、tions in blue =Locked elementsIndications in black =Optional elements服务台提供了用户与IT服务部门间的单一联系窗口ITIL对 客户（customers）和用户（users）的定义Customerspeople(generally senior managers)who commission,pay for and own the IT Services,sometimes refered to as the businessUserspeople who use the services on a day-to-day ba
50、sis23Title/subtitle/confidentiality line:10pt Arial Regular,whiteMaximum length:1 lineInformation separated by vertical strokes,with two spaces on either sideCopyright:10pt ArialRegular,whiteTemplate release:Oct 02For the latest,go to http:/ Global Services 2003 IBM CorporationOptional slide number: