如何有效運用ITSM工具做好IT治理
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1. The document discusses how to properly implement IT governance through people management, infrastructure management, information management, and application portfolio management. 2. It provides examples of tools and processes for each aspect of IT service management including service desk, incident management, problem management, change management, configuration management, access management, supplier and contract management. 3. The last section discusses consulting services available for IT service management products.
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如何有效運用ITSM工具做好IT治理
- 1. 1 報告人：叡揚資訊 李志強 經理 ITIL Expert,PMP 日 期：2015/4/21 如何做好IT治理 – 先從人員管理開始 AP People Infrastructure Information
- 2. 2 IT Governance by IT 1) 帳密管理 2) 側錄軟體 3) 權限管理 4) 服務管理 5) 資產／合約／ 廠商 1) 專案管理平台 2) 軟體開發平台 3) 軟體品質管理 4) 端對端行為分析 1) 操作自動化 2) 批次自動化 3) 資料/檔案交換平台 4) 平台監控軟體 5) 資料庫管理工具 6) 網路軟體與管理 1) 防資料洩露 2) APT 3) 虛擬機安全 4) 資料庫監控防護 5) 資料 加密/變造 6) 加密/金鑰管理 People Management Infrastructure Management Information Management AP Management 歷史紀錄/報表/稽核 SFG SI z Platform BYOD/APP. SaaS/Cloud 健檢/訓練 1) 資安檢測 2) 教育訓練 3) E-Learning課程 1) 顧問 2) 健檢 3) 訓練 4) 專案 文管/SOP/KM 服務
- 3. 3 簡報大綱 n IT Service Management function n IT Service Management process n Service asset and configuration management n Access management n Supplier and Contract
- 5. 5 IT Opera)ons management IT Service Management function Service desk Technical management Mainframe Server Network Storage Database Desktop Middleware Internet/web IT Opera)ons control Console management Job schedule Backup and restore … Facili)es management Data Centre Recovery sites ConsolidaFon Contract Applica)on management ITSM(Heart-‐ITSM) apps HR(Radar) apps KM(Vitals ESP) apps DOC(SPEED) apps 工作與會議 (teamKube) apps ….
- 7. 7 Problem mgmt. 問題管理 IT Service Management Process Users Service desk Exception /Alert logs Incident/ Service Request 線上服務台 Incident mgmt. 事故管理 Event mgmt. 事件管理 Monitoring tools CMDB 服務知識庫 FAQ KEDB Change mgmt. 變更管理 Configuration mgmt. 組態管理 RFC Update CIs CI 盤點 CTI Self-Service Capacity mgmt. 容量管理 Dashboard Service Report Service catalogue 服務目錄 Availability mgmt. 可用性管理 Unsolved problems Related CIs Managers Supplier mgmt. 供應商管理 Technical management IT Operations management Application management
- 8. 8 服務台 - 服務單建立 8 輸入申請人員後自 動帶出申請人相關 欄位 選擇影響CI
- 11. 11 變更管理
- 13. 13 Service asset and configuration management n Ensure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available n Identify, control, record, report, audit and verify CIs, including versions, baselines, constituent components, their attributes and relationships
- 14. 14 組態管理-定期盤點作業
- 16. 16 Access management Information Security management • Define and document all access control policies Facilities management • Power management • Environmental conditioning and alert system • Safety • Physical access control • shipping and receiving Access management • granting authorized users the right to use a service, while preventing access to non-authorized users • Request access • Verification • Provide rights • Check and monitor identity status • Log and track access • Remove or restrict rights
- 18. 18 Supplier and Contract n Supplier and contract management information system n Recording all supplier and contract details n Details of the type of service(s) or product(s) provide by each supplier n All other information and relationships with other associated CIs n Evaluation and set up of new suppliers and contracts n Management of supplier`s performance n Contract renewal or termination
- 20. 20 QA
- 21. 21 Thanks