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C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y IT Infrastructure Library (ITIL) Part 1 - Introduction Jean-Marc Chevereau Directeur SSM.

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Présentation au sujet: "C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y IT Infrastructure Library (ITIL) Part 1 - Introduction Jean-Marc Chevereau Directeur SSM."— Transcription de la présentation:

1 C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y IT Infrastructure Library (ITIL) Part 1 - Introduction Jean-Marc Chevereau Directeur SSM

2 2 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Agenda 1-1 DEVOTEAM 1-2 Introduction to Quality, Process, Roles… 1-3 ITIL Overview 1-4 Definitions

3 3 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Le Groupe DEVOTEAM Conseil et ingénierie en infrastructure des systèmes dinformation DOMAINES DEXPERTISE SECTEURS D ACTIVITE TYPES DINTERVENTION Un acteur européen de référence : CA prévisionnel 2004 de 150 M Effectifs de collaborateurs. Présence dans 9 pays dEurope et au Moyen- Orient. Une clientèle fidèle de 500 grands comptes européens dans tous les secteurs. Une stratégie de croissance pérenne

4 4 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Par la spécialisation et la maîtrise des technologies. Par la richesse des compétences et la capitalisation des expériences. Par un accompagnement complet : conseil, intégration et opérations. Aider nos clients à tirer profit des solutions innovantes dans les technologies de linformation CONSULTINGSOLUTIONSOPERATIONS Siticom Consulting, XP Conseil, Cesmo, Expertise, Intégration, Projets. Infrastructures, Qualité de service, Sécurité. Open source, Projets applicatifs. Infogérance, Services récurrents, Déploiement, Support.

5 5 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Gestion des Incidents et des problèmes Support utilisateurs Diminution du nombre des incidents récurrents Rétablir le service dans le respect des contrats établis Gestion des contrats de services Gestion des contrats Collecte des indicateurs Analyse des tendances Respect des engagements Disponibilité Supervision des réseaux, systèmes et application supervision de bout en bout Centralisation, corrélation et gestion des événements Vues métiers Garantir une disponibilité maximale Gestion de capacité Capacity planning Analyse des tendances Gestion des performances / Qos Anticiper les évolutions Déploiement Télédistribution Gestion des nomades Gestion de la bande passante Maîtriser le déploiement d'applications Gestion des configurations et des changements Gestion des demandes de changements Gestion parc et inventaire automatique Maîtriser les changements Offre SSM : outiller ITIL

6 C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y IT Infrastructure Library (ITIL) 1-2 – Introduction to Quality, Process, Role…

7 7 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Service and Quality IT-service : the total management (maintenance and exploitation) of the IT-infrastructure. Products : are developed by the supplier and the customer cant change much about the quality of the product. De customer judges the product by specific criteria like colours, size etc. (objective) Services : based on interaction with the customer. Services cant be judged previously, but only when the are provided. The quality of a service is depending on the way the supplier and customer manage their relation. Quality : the level of the service judged by the customer based on demands and expectations. Quality is the fitness for use. Business-IT alignment : matching/adjusting the policy of the IT-service provider to the policy of the customer organisation.

8 8 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Quality D P C A Turning direction of the wheel Quality improvement Quality assurance Quality care 1 Plan 2 Do 3 Check 4 Act Deming quality-circle ITILISO-900X

9 9 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Culture of organisations IMPROVISATION Unique situations Immediate action Do something Trial and error ROUTINE Repetitive Familiar Continuous Automatic PROCESSING Cyclic Structured Especially designed Managed PROJECTS Temporary One time only Defined purpose Dedicated organization Culture : the way of life of a group of people in a organisation, based on behaviours, beliefs, values, and symbols that they accept, generally without thinking about them, and that are passed along by communication.

10 10 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y A process is the execution of all activities, necessary to achieve a predefined result. A process is cyclic, and constantly improving. (Plan, Do, Check, Maintain) A process does not change, unless the mission changes. Process Activities Measure / Control StandardPolicy OutputInput

11 11 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Management of processes Where do we want to be? Where are we now? How can we get where we want to be? How do we know we have arrived? Vision and targets Assessment Adjust the processes Metrics

12 12 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Definition of working with processes Working with processes : the solution to get from a task-oriented (departmental) organization to a comprehensive entity, that combines tasks and aims them at a specified result. A process regulates the transfer of responsibilities, and guarantees progress.

13 13 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Overview of work at hand and status Improved efficiency, higher productivity Result tangible and predictable Knowledge and skills optimally applied Learning curve for organisation Transfer of tasks easier New activities easily adopted Lower impact of human error....structured quality improvement Advantages of working in processes

14 14 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Change from current situation Requires discipline Risk for bureaucracy Overhead during start-up (and process- maintenance) Disadvantages of working in processes

15 15 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Theory and practice In theory there is no difference between theory and practice. In practice there is always a difference.

16 C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y IT Infrastructure Library (ITIL) 1-3 – ITIL Overview

17 17 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Introduction ITIL Information Technology Infrastructure Library ITIL is a methodology describing the design and implementation of processes for IT-management, based on best practices ITIL is focused on effective en efficient managing of IT-services ITIL is a set of books Documentation of best practice for IT Service Management (ie Management of Services to meet the Customers requirements) Series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT

18 18 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y History From 90s CCTA (Central Computer and Telecommunications Agency), a UK governement agency, developped a framework to optimize IT management. The main goal is to adapt IT processes and organizations to business needs and to increase the IT value for enterprises. ITIL define the whole of IT processes to improve the quality of management and the whole of best practices. Who develop ITIL ? OGC = Office of Government Commerce ITSMF = IT Service Management Forum BSI = British Standards institute ISEB = Information System Examination Board EXIN = EXamination INstitute

19 19 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Organisation Service Management Organisation IT Services Service Management ITIL Organisation processes How Why Business IT-alignment

20 20 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y IT - Infrastructure IT-Infrastructure is the whole set of : - technological components - system- and application-software - documentation - procedures needed to realise one or more IT services

21 21 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y ITIL and processes ITIL describes a consistent framework of IT activities ITIL helps to identify and describe the processes in an (IT) organisation ITIL helps to translate the processes into procedures, working instructions, organisation- and role-profiles

22 22 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Advantages of ITIL Customer Services are more customer focused, agreements about the quality of services improve the relationship Services are better described Quality and costs of IT-services are manageable. The costumer can decide. Communication will be improved by agreements of contacts. IT-Department IT Service is more aimed on business goals. Management is able to adjust and manage the IT organization Changes are better under control A clear frame of reference for internal communication, standardizations en recognition of procedures

23 23 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y New series : 6 principale elements (1) Service Support (2001) Service Delivery (2001) Planning to Implement Service Management (2002) explains the steps necessary to identify how an organisation might expect to benefit from ITIL, and how to set about reaping those benefits ICT Infrastructure Management (2002) Network Service Management, Operations Management, Management of Local Processors, Computer Installation and Acceptance, Systems Management. Applications Management (2002) Software Development Lifecycle, Software Lifecycle Support, Testing of IT Services. More detail on Business Change The Business Perspective (2002) IT service provision, Business Continuity Management, Partnerships and Outsourcing, Surviving Change and Transformation of business practices through radical change.

24 24 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Service Support & Service Delivery Service SupportService Delivery Service desk Service desk Incident Management Incident Management Problem management Problem management Configuration management Configuration management Change management Change management Release Management Release Management Service Level Management Service Level Management Availability Management Availability Management Capacity Management Capacity Management IT Service Continuity IT Service Continuity Management Management Financial Management Financial Management Security Management Security Management

25 25 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Code of practice for IT Service Management

26 26 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Service support process model

27 27 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Service delivery process model

28 C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y IT Infrastructure Library (ITIL) 1-4 – Definitions

29 29 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Definition (1) Service Desk The single point of contact within the IT organisation for users of IT services Incident Any event that is no part of standard operation of a srvice and that causes, or may causes, an interruption to, or a reduction in, the quality of that service Incident Control The process of identifying, recording, classifying and progressing incidents until affected services return to normal operation Problem Unknown underlying cause of one or more Incidents Problem Management Process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events

30 30 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Definition (2) Configuration baseline Configuration of a product or a system established at a specific point of time, wich captures both the structure and details of that product or system to be rebuilt at a later date. Configuration Control Activities comprising the control of Changes to Configuration Items after normally establishing its configuration documents. It includes the evaluation, coordination, approval or rejection of Changes. The implementation of Changes includes changes, deviations, and waivers that impact on the configuration. Configuration Item Component of an infrastructure – or an Item, such as a Request for Change, associated with an infrastructure – that is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.

31 31 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Definition (3) Configuration Management The process of identifying and defining configuration Items in a system, recording and reporting the status of configuration items and request for change, and verifying the completness and correctness of Configuration Items. Change The addition, modification or removal of approved, supported or baselined hardware, network, software, application, environment, system, desktop build or associated documentation. Change Control The procedure to ensure that all Changes are controlled, including the submission, analysis, decision making, approval, implementation, and post implementation of the Change. Change Management Process of controlling Changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved Changes with minimum disruption.

32 32 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Definition (4) Release A collection of new and/or changed Cis wich are tested and introduced into the live environment together.

33 33 Version 2004ITIL-Part1-Introduction C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y Contacts CONTACT Jean-Marc Chevereau Phone Fax av du Cap Horn Les Ulis France DEVOTEAM Group locations France Denmark United Kingdom Germany Austria The Netherlands Belgium Spain © DEVOTEAM This document has been prepared by DEVOTEAM. It is not to be copied or reproduced in any way without Devoteam express permission. Copies of this document must be accompanied by title, date and this copyright notice. Jean-Marc Chevereau Sept 2004 ITIL-Part1-Introduction Authors Date of release File Info


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