ITIL Overview
- ITIL 最早源自英国的CCTA(Central Communications and Telecom Agency)
- 3P: People, processes and products
- People:
customers : IT服务的购买者
Users: IT服务的最终使用者
- Processes:
Service Support:
Incident Management/Problem Management/Configuration Management/Change Management/Release Management
Service Delivery:
Service Level Management/Financial Management for IT services/Capacity Management/ IT Service Continuity Management/ Availability Management
Each process can be broken down to a series TASKs.
Each task will be executed by a ROLE.
The execution of the role is governed by a set of RULEs.
Each process should have an OWNER.
Process cover WHAT needs to done while procedures cover HOW to do it.
- ITSM 的目标:
Create new business opportunities while reducing the Total Cost of Ownership (TCO).
- Deming Cycle
Plan
Do
Check
Act