CobiT® ITIL®

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  • 1. CobiT® ITIL® . , « » CobiT® is a Registered Trade Mark of The Information Systems Audit and Control Foundation, and the IT Governance Institute ITIL® is a Registered Trade Mark and a Community Trade Mark of the UK Office of Government Commerce. " ". www.itmgroup.biz
  • 2. , CobiT ITIL CobiT ITIL – . ITSM ITSM " ". www.itmgroup.biz 2
  • 3. , , " ". www.itmgroup.biz 3
  • 4. " ". www.itmgroup.biz 4
  • 5. " ". www.itmgroup.biz 5
  • 6. ! " ". www.itmgroup.biz 6
  • 7. - " ". www.itmgroup.biz 7
  • 8. ITSM? , , , . . , , , – . – , . – . . . . , – ITSM - , , . , . " ". www.itmgroup.biz 8
  • 9. , " ". www.itmgroup.biz 9
  • 10. – " ". www.itmgroup.biz 10
  • 11. CobiT. CobiT 90- (ISACF) , - , , - , . COBIT: - " ". www.itmgroup.biz 11
  • 12. ITIL. ITIL 80- - CCTA ( 2001, - OGC) ITIL , OGC ITIL - , - " ". www.itmgroup.biz 12
  • 13. ? ITIL & Cobit , - " ". www.itmgroup.biz 13
  • 14. Gartner CobiT ITIL : , , ITIL- , CobiT Gartner Group, TG-16-1849 " ". www.itmgroup.biz 14
  • 15. ITIL - : " ". www.itmgroup.biz 15
  • 16. CobiT - - " ". www.itmgroup.biz 16
  • 17. CobiT CobiT (« ») , , COSO COBIT ISO 17799 ISO 9000 ITIL " ". www.itmgroup.biz 17
  • 18. CobiT ITIL + + : + - , , + ITO - , " ". www.itmgroup.biz 18
  • 19. ITSM , ITIL – , . Gartner, , 48%. ITSM, , , , , , . " ". www.itmgroup.biz 19
  • 20. CobiT ITIL – ! CobiT ITIL – ! , ! , ! ! – ! " ". www.itmgroup.biz 20
  • 21. 7 KPI KPI " ". www.itmgroup.biz 21
  • 22. 7 1. , . , , . " ". www.itmgroup.biz 22
  • 23. 7 2. , , . . , , . " ". www.itmgroup.biz 23
  • 24. 7 3. KPI . . , " ". www.itmgroup.biz 24
  • 25. 7 4. KPI . . , . , — . . . " ". www.itmgroup.biz 25
  • 26. 7 5. , . , . " ". www.itmgroup.biz 26
  • 27. 7 6. KPI KPI . . - , , . . " ". www.itmgroup.biz 27
  • 28. 7 7. . , . . , KPI, " ". www.itmgroup.biz 28
  • 29. . . ITSM ITSM BI (Business Intelligence) BSC (Balanced Scorecards) - " ". www.itmgroup.biz 29
  • 30. ITSM Gartner, , ITIL/ITSM, (2006, 2007 ), 14%. Gartner : . , , . – . Service Desk . , , , . . : , Service Desk , , (ITIL v3, CobiT 4.1 . .). " ". www.itmgroup.biz 30
  • 31. ITSM ITSM ( Forrester Research Gartner 2008 ) HP Service Manager v7.0 BMC Remedy ITSM v7 CA Unicenter Service Desk v11.2 IBM Tivoli Service Request Manager v6.2.1 Axios Systems Assyst v7.5 ITSM NAUMEN Naumen Service Desk Astrosoft helpdesk Terrasoft Terrasoft Service Desk Service Desk " ". www.itmgroup.biz 31
  • 32. ITSM ITSM Service Desk ITSM ITIL " ". www.itmgroup.biz 32
  • 33. Service Desk – – " ". www.itmgroup.biz 33
  • 34. ! " ". www.itmgroup.biz 34