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1 IBM Global Services

2 IT Service Management ITIL ( IT Infrastructure Library ) ITSM Accelerator

3 Business IT IT Capability (,, ) Service Oriented / Business-oriented. Biz Oriented Customer Oriented Increase Customer Satisfaction Increase IT Service Quality Service Desk Business Impact Management IT Service Management IT Operations Oriented NMS SMS Enterprise System Management Increase IT Operational Effieciency Reduce Total Cost Ownership Component Oriented Scope of Managed Resource Enterprise Oriented

4 IT IT IT. IT IT / IT IT. Internal Focus External Focus Service Portfolio Process Model Architectures IT IT Services IT Enabler,, Increase Customer Satisfaction Increase Service Quality Decrease Total Cost Ownership Increase Operational Efficiency

5 External IT Service Proc 1(Act 1) -> Proc 2 ( Act 3 ) -> Proc 3 ( Act 2 ) -> Proc 4 ( Act 4 ) Service Desk Activity 1 Activity 2 Activity 3 Activity 1 Activity 2 Activity 3 Activity 1 Activity 2 Activity 3 (by Tool ) Activity 4 Activity 4 Activity 4 Process 1 (ex. Incident Management ) Process 2 (ex. Problem Management ) Process 3 (ex. Change Management ) SLA Internal Activity 1 Activity 2 Activity 3 Activity 4 Function 1 Function 2 Function 3 Function 4 Process 4 (Release Management ) What With What Who Where When 5Ws

6 Governance Architecture Implementation (Plan) (Build) (Run) Services Strategy - Vision - Business Drivers - Principles - Wants & Needs - Client Value Proposition - Mapped to Business Strategy - Packages Client Deliverables Process - Activity/Task - Process Procedures Capability Model Structure - Process Model - Functional Organization -IT Architectures Capability Enablers - Design Organization - Skills/Roles - Technology - Tool Functions - Capability Enablers - Implementation Organization Technology Physical Organization Automate/Support Tools Services Workflow External Influencers - Government Policy - Competition - Customer Preferences Balanced Scorecard / Service Gaps Requirement Gaps Design Gaps Delivery Gaps Measurements SMFD METHODOLOGY IT Management & Strategy IT Process Model System Management Framework Design System Management Detsil Design &Deployment SM 3D Manage IT Assets and Infrastructure Support IT Services and Solutions Deliver Operational Services Satisfy Customer Relationships Deploy Solutions Provide Enterprise Realize Solutions IT Infrastructure Library IT Management System Manage IT Business Value Enterprise Operation Framework

7 IT IT Service Service IT IT Processes IT Processes IT Processes Processes Roles Roles & responsibilities responsibilities Roles Roles & responsibilities responsibilities Functional Functional requirements requirements Functional Functional requirements requirements Input/Output Input/Output Input/Output Activity Input/Output Activity Measuremen Measuremen Activity Activity Measuremen Measuremen t t t t Organization Training Job Job descriptions descriptions Skill Skill requirerequire- ments ments Tool Tool requirements requirements Tools & technology KPIs KPIs & SLAs SLAs Targets & incentives

8 IT Service Management ITIL ( IT Infrastructure Library ) ITSM Accelerator

10 ITIL Books Service Support Service Delivery Planning to Implement Service Management Security Management The Business Perspective ICT Infrastructure Management Application Management For descriptions of each of these books visit

11 Service Support : Operational View IT TCO IT Service Desk Service Delivery : Tactical View IT SLA SLA IT IT

OGC - The Office of Government Commerce (includes CCTA) http://www.itil.co.uk/ http://www.ogc.gov.uk/ IT Service Management Forum http://www.itsmf.com/ http://www.itsmf.on.

13 OGC - The Office of Government Commerce (includes CCTA) IT Service Management Forum Tools to manage The examination bodies Canada: Netherlands: England: For all your ITIL education

14 The business, customers and users Management tools Incidents Queries Enquiries Communications Updates Workarounds Incidents Service reports Incident statistics Audit reports Incident management Problem statistics Trend analysis Problem reports Problem review Diagnostic aids Audit reports Incidents Problem management Change schedule CAB minutes Change statistics Change reviews Audit reports Service desk Change management Customer Survey reports Release schedule Release statistics Release reviews Secure library Testing standards Audit reports Release management Changes Release Configuration management CMDB reports CMDB statistics Policy standards Audit reports Incidents Problems Known errors Changes Releases Configuration management database CI s Relationships

15 The business, customers and users Availability management Queries Enquiries Communications Updates Reports Availability plan AMDB Design criteria Targets/thresholds Reports Audit reports System Management tools Capacity management Alerts and Exceptions Changes Capacity plan CDB Targets/thresholds Capacity reports Schedules Audit reports Financial management for IT services Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports Requirements Targets Achievements IT service continuity management Service level management SLAs, SLRs, OLAs Service reports Service catalogue SIP Exception reports Audit reports IT continuity plans BIA and risk analysis Requirement definition Control centres DB contracts Reports Audit reports

16 IT Infrastructure Library (ITIL) is a well-established, mature process model for IT services management. Gartner Group IT Infrastructure Library is an excellent base for driving performance and quality improvements in the service management domain. It can be an integral part of a wider quality initiative by combining it with other frameworks such as Capability Maturity Model (CMMI), Control Objectives for Information and Related Technology (CobiT), or Six Sigma. Gartner Group

Service or Product ITIL Assess and Plan ITIL Design Description Customized process assessment, design, development, and implementation services based on the ITIL Framework ITIL Implement ITSM

17 Service or Product ITIL Assess and Plan ITIL Design Description Customized process assessment, design, development, and implementation services based on the ITIL Framework ITIL Implement ITSM Accelerators (for Remedy or Peregrine) Asset Management Accelerator Asset Management Total Cost of Ownership (TCO) Service Management Accelerator Incident Management Problem Management Configuration Management Change Management Service Level Management Pre-built, packaged process and software solutions bundled and personalized to reduce design and development time this is a way to jump start the implementation of an 80% solution based on IBM s vast experience

18 IT Service Management ITIL ( IT Infrastructure Library ) ITSM Accelerator

19 Process Assets SM 5 Process Groups 31 Activities 178 Tasks Organization Assets 28 Roles 289 Responsibilities Technology Assets 353 Steps 82 Interfaces (User and IT) IRM Accelerator 100s of System Interfaces 100 Measurements Consolidated Service Desk IT Service Management Accelerator

20 PROBLEM MANAGER PROBLEM ANALYST PROBLEM QUEUE MANAGER AUTOMATED PROCESS 1 Problem Detection and Recording 2 Classification & Assignment (Assignment) 3 Investigation & Diagnosis 6 Monitor Problems Known Error 4 Resolution Resolved Problem 5 Problem Closure Process Process Technology People People Activities, Tasks, input and output, Measurement A Management A Management A Management System A Management System System System for the for the for the for the Information Information BusinessInformation Business Business Information Implementation

22 Remedy IT SM Help Desk Remedy IT SM Asset Management Remedy IT SM Change Management Remedy IT SM Service Level Agreement Remedy AR System Remedy Approval Server

23 Company Belgacom Dexia ELISA Communications UPM Kymmene City of Tampere DVS Miele Volkswagen Audi Kaufhof Commerce Bank of Greece Winterthur Alfa Laval Stora Ensos ING European Patent Office InterPay Philips DMData Commsco ChungHwa Picture Tube Corp. Canadian Tire Acceptance Limited Region Belgium Belgium Finland Finland Finland Germany Germany Germany Germany Germany Greece Switzerland Sweden Sweden Netherlands Netherlands Netherlands Netherlands Denmark South Africa Taiwan Canada Company Canadian Wheat Board Bank of Canada NCS Pearson Vivendi Universal Philipp Morris (US) Sterling Commerce (US) Florida Power and Light (US) Aetna Life Insurance US Ministry of Interior IBM Internal Region Canada Canada United States Unites States United States United States United States United States United States Region ITS Service Delivery Finland, Germany, Netherlands ITS Service Delivery Maestro Offering Hong Kong, - Asia Pacific, Europe Middle East & Greenock, Atlanta Africa, and the US Application Utility Services Canada

24 ITSM Accelerator,.. Tool,. ITIL Best Practice Personalized.

1.장인석-ITIL 소개.ppt

1.장인석-ITIL 소개.ppt HP 2005 6 IT ITIL Framework IT IT Framework Synchronized Business and IT Business Information technology Delivers: Simplicity, Agility, Value IT Complexity Cost Scale IT Technology IT Infrastructure IT