IT서비스관리기술 (ITIL & ITSM) - knom.or.kr

1 ITIT ( itil & itsm )( itil & ITSM) 2005. 11. 25 KNOM Tutorial 2005 COPYRIGHT 2005 SK C&C CO. LTD. ALL RIGHTS RESERVED. 1. Definition2. Trends3. IT Infrastructure Library (ITIL )4. Service Desk5. Service Level Management6. Question?.. 361. Definition41. Definition 30% , 85% , . Gartner Group -51. DefinitionIT , IT , end-to-end Network, Operating Systems, Database, Application IT Service Management( itsm ) , IT Infrastructure , IT itil (IT Infrastructure Library) , itsm Best Practices de-facto , Process 61.

2 Definition IT BillingProcess Enabling toolSMS, NMS,.. formal best practiceinformal Preventive, proactiveFire Fighting, reactive IT itsm IT 71. Definition itsm .. , , . ( ) . Gartner Group -Service = ProcessPeople(Organization) Technology++81. Definition91. Definition2. Trends112. Trends25%17%Currently use multiple itil management process guides16%14%Have used itil to help document incident and problem management processes36%42%Know that it has something to do with IT management processes and best practices22%27%Never heard of it before now20042003 What is your familiarity with or use of itil ?Source : Gartner, models are you planning to standardize on for IT operation?

3 itil (only) itil & CobiT / CMMITIL & ISO9000 or Six SigmaCobiTCMMISO9000 Six Sigma 31%13%19%4%3%3%7%1%19%63%122. Trends2005/03/09132. Trends CCTA (Central Computer & Telecommunications Agency) 1986 60 itil 19861991 itsm ForumThis not-for-profit organization is a prominent player in the on-going development and promotion of best practice IT Service Management itil 20002004200320022001 itil 2005 itil / / itil itil itsm itSMF Korea Chapter itsm System 1998 S itsm 142. Trends2001 8%2002 8%2003 16%2004 12%2005 52%1998 4%SI44% 20% 16% 4% 4% 12% itsm 48% 20% 32%Source : itSMF Korea, IT Infrastructure Library (ITIL )169 CCTA1( OGC2) 1986 45 9 , , , , itSMF3 9 itsm 9 , Business , Process , Process Best Practice9 12,000 ,itSMF 80% 9 Books, itil Certification, , Tools1 CCTA : Central Computer & Telecommunications Agency2 OGC : Office Of Government Commerce 3itSMF : IT Service Management ForumITIL , , itsm Best Practice 3.

4 IT Infrastructure Library (ITIL )173. IT Infrastructure Library (ITIL )Service Support ( ) IT Service Delivery ( ) The Business Perspective IT Software Asset Management S/W Planning to Implement Service ManagementITSM Security Management ICT Infrastructure Management , , , , Application Management , 183. IT Infrastructure Library (ITIL )No Best Practice vs. Best Practice Process , itsm Process CIOs are looking atBest Practices forcost savings Process Process Process ITILITIL193.

5 IT Infrastructure Library (ITIL )ITILITILITIL Best Practice, ISO Quality Mgmt. System , itil ISO IT OS maturity 2003 ver itil CMM ,CMM Maturity Level 3 itil Process IT OS itsm 203. IT Infrastructure Library (ITIL )213. IT Infrastructure Library (ITIL ) itil Service Support IT IT , IT CAB CMDB CMDB / , CMDB IncidentManagement IncidentManagement ProblemManagement ProblemManagement ChangeManagement ChangeManagement ReleaseManagement ReleaseManagement ConfigurationManagement ConfigurationManagement & , Service Desk Service Desk , , , , 223.

6 IT Infrastructure Library (ITIL ) CMDB , SLRs, SLAs, OLAs CMDB , IT BIA DR , , , , AvailabilityManagement AvailabilityManagement CapacityManagement CapacityManagementIT FinancialManagementIT FinancialManagementIT IT ServiceContinuityManagementIT IT ServiceContinuityManagement & , , , SLM SLMITIL Service Delivery (SLA) IT 233. IT Infrastructure Library (ITIL ) itil ICT(Information and Communication Technology) Infrastructure Management IT Service Management Infrastructure / , , , , , 243.

7 IT Infrastructure Library (ITIL )9 20 , 2 IT (itSMF Korea) ( ) 30 local chapter 9 itil (IT Infrastructure Library: IT Best Practices) 9BS15000 (ITIL IT ) 9IT 9 IT ( servicetalk)9 International Conference/Exhibition & Seminar 9 itil Certification Board (OGC, itSMF, ISEB & EXIN)itSMF itil itsm , , membership itSMF 253. IT Infrastructure Library (ITIL )BenefitsBusiness CaseExam SchemeProfessionalismToolsWhat s newWhat s newBusinessStrategicTacticalExecutionSIC SISDSSC ertificationStudy AidsCertificationStudy AidsCompleteIntroductionCompleteIntroduc tionValueAddProductsValueAddProductsStra tegicIntroductionToITSMS trategicIntroductionToITSMHigh level introHigh level introBusinessIntroductionTo ITSMB usinessIntroductionTo ITSMCore CompanionComplementaryCEO/CFOCIO/Directo rManagementOperationsGlossaryGlossaryPro cess ModelsProcess ModelsServiceDesignServiceDesignITILFor PublicSectorITILFor PublicSectorVital ITILV ital ITILP ocketGuidesPocketGuidesCase StudiesTemplatesScalabilityOrganisationS mall UnitsAAABCDDB enefitsBusiness CaseExam SchemeProfessionalismToolsWhat s newWhat s

8 NewBusinessStrategicTacticalExecutionSIC SISDSSSICSISDSSC ertificationStudy AidsCertificationStudy AidsCompleteIntroductionCompleteIntroduc tionValueAddProductsValueAddProductsStra tegicIntroductionToITSMS trategicIntroductionToITSMHigh level introHigh level introBusinessIntroductionTo ITSMB usinessIntroductionTo ITSMCore CompanionComplementaryCEO/CFOCIO/Directo rManagementOperationsGlossaryGlossaryPro cess ModelsProcess ModelsServiceDesignServiceDesignITILFor PublicSectorITILFor PublicSectorVital ITILV ital ITILP ocketGuidesPocketGuidesCase StudiesTemplatesScalabilityOrganisationS mall UnitsAAABCDDITIL (version 3) Arelease : B: C: D: Service Desk274. Service DeskService Desk (SPOC)2ndLine SupportResolvesVoice-BasedProject Change RequestsService DeskRoutine Change RequestsWeb-BasedIncidents2ndLine Pending ClosureIncidentor ChangeClosedITSM System1stor 2ndLine Support ResolvesIncidentsResolved IncidentRouted IncidentRoutine Change RequestProject Change Request Improving Help Desk Service, itSMF USA 2004 CAB* Approval/Denial* Change Advisory Board ( )284.

9 Service Desk5. Service LevelManagement305. Service Level ManagementSLM(Service Level Management) IT IT , , 315. Service Level Management ? ! ! .. ! ? !! !! !! .. ? .. ~~ !! .. XX! 9 ~ 08:00~20:00 95% 97% 2% 17:00~20:00 CPU 99% . SLA 325. Service Level ManagementITCapabilitiesServiceCostsUser ExpectationsChanges BusinessRequirementsRequests to maintain and improve IT Service quality (SLA, Service Level Agreement) 335.

10 Service Level Management / , , , , , 345. Service Level ManagementCustomer based SLAM ulti level SLAsService based SLA XX SLASLASLASLASLASLA XX SLASLA SLASLASLASLASLASLASLASLASLASLASLASLASLAS LAC orporate levelCustomer levelService level355. Service Level ManagementEstablished FunctionManage the ongoing processPlanningImplementationReportMonit orReviewReview SLAsReview SLMP rocessImplement SLAsNegotiateReviewUcs & OLAsAgree SLAsPeriodic reviewsDraftCatalogueServiceSLM IT , , 6.