© Adaptive Processes Simpler, Faster, Better
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    © Adaptive Processes Simpler, Faster, Better © Adaptive Processes Simpler, Faster, Better Presentation Transcript

    • Overview of ITIL I nformation T echnology I nfrastructure L ibrary
    • The New IT Infrastructure Library Service Delivery Service Support Business Perspective Infrastructure Management Planning to Implement Service Management Security Management Software Asset Management Applications Management
    • Service Management – Wider Context Project Management Programme Management Service Management Application Management Transition Point
    • The IT Infrastructure Documentation Guides Training Products People Procedures Skill Sets LAN Equipment Servers Main Frames Work Stations Air Conditioning Plant WAN Software Tools Databases Network Operating Systems Operating Systems Applications Peopleware Hardware Software
    • Overview of ITIL Service Management
      • Service Level Mgmt
      • Availability Mgmt
      • Capacity Mgmt
      • IT service Continuity
      • Financial Mgmt
      • Service Desk
      • Incident Mgmt
      • Problem Mgmt
      • Change Mgmt
      • Release Mgmt
      • Configuration Mgmt
      ITIL Function ITIL Purpose Value For Money Service Quality Main Concern ‘ Paying’ Customer User Who? Service level Mgmt Service Desk SPOC Planning/Longer Term Day to Day Focus Service Delivery Service Support
    • Service???
      • An IT Service is a set of related Functions provided by IT systems in support of the business and perceived by the customer/ user as a coherent and self- contained entity
      • Key Phrase: ‘ end - to – end ’ service
      Service ( yes ) Email Payroll Order Processing System Service ( no ) Wide area Network Unix Server Oracle Database
    • Them and US IT Infrastructure IT Staff IT Service User/Customer Business
    • Core ITIL Management Disciplines Delivery Service Level Financial Availability Capacity Service Continuity Support Service Desk Incident Problem Change Release Configuration
    • Configuration management
      • Why
      • To account for all IT Assets
      • To provide accurate information support other ITIL Disciplines
      • To provide a sound basis for Incident, Problem, Change and Release Management
      • To Verify configuration records and correct any exceptions
    • CMDB ( Configuration Management Database) Hardware, software and “Peopleware” Assets & Relationships Between Assets Incidents, Problems & Known Errors Changes & Release
    • Repositories Definitive Software Library Definitive Hardware Store Configuration Management Database = Information About……
    • Five Basic Activities
      • Planning
      • Identification
      • Control
      • Status Accounting
      • Verfication
    • Planning
      • Strategy, Policy, Scope and Objectives
      • Processes, Procedures, Guidelines and Responsibilities
      • Relationships with other ITIL Processes
      • Relationships with other parties carrying out CM
      • Tools and other Resource requirements
    • Identification – CI Level ? At what level will items undergo “Independent Change”? Workstation System Box Mother Board Chip
    • Identification - Scope Scope Identifiers Version Relationships Hardware Software “ Peopleware” Pre-production Production Composition Connection Usage