1 ITIL ITIL The Business Perspective • Concerning the understanding and provision of IT service provision. • Processes Covered Business Continuity Management Partnerships and Outsourcing Surviving Change and Transformation of business practices through radical change Understanding and Improving Planning to Implement Service Management • Explains the steps necessary to identify how an organization might expect to benefit from ITIL, and how to set about reaping those benefits. • Continuous Process Improvement
27
Embed
1 ITIL The Business Perspective Concerning the understanding and provision of IT service provision. Processes Covered Business Continuity Management.
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
1
ITILITIL
The Business Perspective
• Concerning the understanding and provision of IT service provision.
• Processes Covered Business Continuity Management Partnerships and Outsourcing Surviving Change and Transformation of business practices through
radical change Understanding and Improving
Planning to Implement Service Management
• Explains the steps necessary to identify how an organization might expect to benefit from ITIL, and how to set about reaping those benefits.
• Continuous Process Improvement
2
Microsoft Operations Framework (MOF)Microsoft Operations Framework (MOF)
Optimizing:• Service Level Management
• Capacity Management
• Availability Management
• Financial Management
• Workforce Management
• Human Resource Management
• Service Continuity Management
Changing:• Change Management
• Configuration Management
• Release Management
Operating:
• Security Administration
• System Administration
• Network Administration
• Monitoring and Control
• Directory Services and Administration
• Storage Administration
• Job Scheduling
• Print/Output Management
Supporting:
• Service Desk
• Incident Management
• Problem Management
3
ITIL als instrumentITIL als instrument
Mogelijke processen binnen de organisatie
Generieke activiteiten binnen de processen
Verbanden tussen processen
Generiek proces indicatoren (zie wat volgt)
4
Doelstelling Maatstaf
Balanced Scorecard: Balanced Scorecard: concept voor prestatiemetingenconcept voor prestatiemetingen
Doelstelling Maatstaf
Waarin moeten we uitblinken?Hoe zien de
klanten ons?
Financieel perspectiefDoelstelling Maatstaf
Klanten perspectief
Innovatie en leer- perspectiefDoelstelling Maatstaf
Hoe zien de aandeelhouders ons?
Hoe kunnen weblijven verbeteren en waarde creëren?