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 ?

3 Source : Gartner, models are you planning to standardize on for IT operation? 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.

4 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.

5 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.

6 IT Infrastructure Library (ITIL )No Best Practice vs. Best Practice Process , ITSM Process CIOs are looking atBest Practices forcost savings Process Process Process ITILITIL193. 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.

7 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.

8 IT Infrastructure Library (ITIL ) CMDB , SLRs, SLAs, OLAs CMDB , IT BIA DR , , , , AvailabilityManagement AvailabilityManagement CapacityManagement CapacityManagementIT FinancialManagementIT FinancialManagementIT IT ServiceContinuityManagementIT IT ServiceContinuityManagement &.

9 SLM SLMITIL Service Delivery (SLA) IT 233. IT Infrastructure Library (ITIL ) itil ICT(Information and Communication Technology) Infrastructure Management IT Service Management Infrastructure / , , , , , 243. 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.

10 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