下载文档原格式
ITIL 2011 “ITILFND03 - Generic concepts and definitions” The purpose of this unit is to help the candidate to define some of the key terminology and explain the key concepts of service management. Specifically, candidates must be able to define and explain the following key concepts:=====================================================03-1. Utility and warranty (SS 2.1.6 )Utility -(ITIL Service Strategy) The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’, and can be used to determine whether a service is able to meet its required outcomes, or is ‘fit for purpose’. The business value of an IT service is created by the combination of utility and warranty. See also service validation and testing.Warranty -(ITIL Service Strategy) Assurance that a product or service will meet agreed requirements. This may be a formal agreement such as a service level agreement or contract, or it may be a marketing message or brand image. Warranty refers to the ability of a service to be available when needed, to provide the required capacity, and to provide the required reliability in terms of continuity and security. Warranty can be summarized as ‘how the service is delivered’, and can be used to determine whether a service is ‘fit for use’. The business value of an IT service is created by the combination of utility and warranty. See also service validation and testing.03-2. Assets, resources and capabilities (SS 2.2.1)Asset –(ITIL Service Strategy) Any resource or capability. The assets of a service provider include anything that could contribute to the delivery of a service. Assets can be one of the following types: management, organization, process, knowledge, people, information, applications, infrastructure or financial capital. See also customer asset; service asset; strategic asset.Resource –(ITIL Service Strategy) A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service. Resources are considered to be assets of an organization. See also capability; service asset. Capability –(ITIL Service Strategy) The ability of an organization, person, process, application, IT service or other configuration item to carry out an activity. Capabilities are intangible assets of an organization. See also resource.03-3. Service portfolio (SS 4.2.4.1, Fig 4.14)(ITIL Service Strategy) The complete set of services that is managed by a service provider. The service portfolio is used to manage the entire lifecycle of all services, and includes three categories: service pipeline (proposed or in development), service catalogue (live or available for deployment), and retired services. See also customer agreement portfolio; service portfolio management.03-4. Service catalogue (both two-view and three-view types) (SD 4.2.4.5, Fig.4.4, Fig. 4.5)(ITIL Service Design) (ITIL Service Strategy) A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services. See also customer agreement portfolio; service catalogue management.03-5. Governance (SS 2.3.1)Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.03-6. Business case (SS 3.6.1.1)(ITIL Service Strategy) Justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and possible problems. See also cost benefit analysis.03-7. Risk management (SS 5.6.5.1, 5.6.5.2)The process responsible for identifying, assessing and controlling risks. Risk management is also sometimes used to refer to the second part of the overall process after risks have been identified and assessed, as in ‘risk assessment and management’. This process is not described in detail within the core ITIL publications. See also risk assessment.03-8. Service provider (SS 2.1.4)03-10. Supplier (SS 2.1.5)(ITIL Service Design) (ITIL Service Strategy) A third party responsible for supplying goods or services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing organizations. See also supply chain; underpinning contract.03-11. Service level agreement (SLA) (SD 4.3.4)(ITIL Continual Service Improvement) (ITIL Service Design) An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers. See also operational level agreement.03-12. Operational level agreement (OLA) (SD 4.3.4)(ITIL Continual Service Improvement) (ITIL Service Design) An agreementbetween an IT service provider and another part of the same organization. Itsupports the IT service provider’s delivery of IT services to customers and defines the goods or services to be provided and the responsibilities of both parties. For example, there could be an operational level agreement:z Between the IT service provider and a procurement department to obtain hardware in agreed timesz Between the service desk and a support group to provide incident resolution in agreed times.See also service level agreement.03-13. Underpinning contract (SD 4.8.4.2)03-14. Service design package (SD Appendix A)(ITIL Service Design) Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produced for each new IT service, major change or IT service retirement.03-15. Availability (SD 4.4.4.3)(ITIL Service Design) Ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance and security. Availability is usually calculated as a percentage. This calculation is often based on agreed service time and downtime. It is best practice to calculate availability of an IT service using measurements of the business output.03-16. Service knowledge management system (SKMS) (ST 4.7.4.3)(ITIL Service Transition) A set of tools and databases that is used to manage knowledge, information and data. The service knowledge management system includes the configuration management system, as well as other databases and information systems. The service knowledge management system includes tools for collecting, storing, managing, updating, analysing and presenting all the knowledge, information and data that an IT service provider will need to managethe full lifecycle of IT services. See also knowledge management.03-17. Configuration item (CI) (ST 4.3.4.2)(ITIL Service Transition) Any component or other service asset that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded in a configuration record within the configuration management system and is maintained throughout its lifecycle by service asset and configuration management. Configuration items are under the control of change management. They typically include IT services, hardware, software, buildings, people and formal documentation such as process documentation and service level agreements.03-18. Configuration management system (ST 4.3.4.3)(ITIL Service Transition) A set of tools, data and information that is used to support service asset and configuration management. The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating, analysing and presenting data about all configuration items and their relationships. The CMS may also include information about incidents, problems, known errors, changes and releases. The CMS is maintained by service asset and configuration management and is used by all IT service management processes. See also configuration management database.03-19. Definitive media library (DML) (ST 4.3.4.4)03-20. Change (ST 4.2.4.4)(ITIL Service Transition) The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items.03-21. Change types (standard, emergency and normal) (ST 4.2.4.3, 4.2.4.7, 4.2.5.11)Normal Change -(ITIL Service Transition) A change that is not an emergency change or a standard change. Normal changes follow the defined steps of the change management process.Standard Change -(ITIL Service Transition) A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction – for example, a password reset or provision of standard equipment to a new employee. Requests for change are not required to implement a standard change, and they are logged and tracked using a different mechanism, such as a service request. See also change model.03-24. Event (SO 4.1 1st para)(ITIL Service Operation) A change of state that has significance for the management of an IT service or other configuration item. The term is also used to mean an alert or notification created by any IT service, configuration item or monitoring tool. Events typically require IT operations personnel to take actions, and often lead to incidents being logged.03-25. Alert (Glossary)(ITIL Service Operation) A notification that a threshold has been reached, something has changed, or a failure has occurred. Alerts are often created and managed by system management tools and are managed by the event management process.03-26. Incident (SO 4.2 1st para)(ITIL Service Operation) An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.03-27. Impact, urgency and priority (SO 4.2.5.4)Impact -(ITIL Service Operation) (ITIL Service Transition) A measure of the effect of an incident, problem or change on business processes. Impact is often based on how service levels will be affected. Impact and urgency are used to assign priority. Urgency –(ITIL Service Design) (ITIL Service Transition) A measure of how long it will be until an incident, problem or change has a significant impact on the business. For example, a high-impact incident may have low urgency if the impact will not affect the business until the end of the financial year. Impact and urgency are used to assign priority.Priority –(ITIL Service Operation) (ITIL Service Transition) A category used to identify the relative importance of an incident, problem or change. Priority is based on impact and urgency, and is used to identify required times for actions to be taken. For example, the service level agreement may state that Priority 2 incidents must be resolved within 12 hours.03-28. Service request (SO 4.3 1st para)(ITIL Service Operation) A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.03-29. Problem (SO 4.4 1st para)(ITIL Service Operation) A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.03-30. Workaround (SO 4.4.5.6)(ITIL Service Operation) Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available – for example, by restarting a failed configuration item. Workarounds for problems are documented in known error records. Workarounds for incidents that do not have associated problem records are documented in the incident record.03-31. Known error (SO 4.4.5.7)(ITIL Service Operation) A problem that has a documented root cause and a workaround. Known errors are created and managed throughout their lifecycle by problem management. Known errors may also be identified by development or suppliers.03-32. Known error database (KEDB) (SO 4.4.7.2)03-33. The role of communication in service operation (SO 3.6)03-35. Release policy (ST 4.1.4.2)03-36. Types of services (SS 3.2.2.4, Tab 3.5)03-37. Change proposals (ST 4.2.4.6)(ITIL Service Strategy) (ITIL Service Transition) A document that includes a high level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule. Change proposals are normally created by the service portfolio management process and are passed to change management for authorization. Change management will review the potential impact on other services, on shared resources, and on the overall change schedule. Once the change proposal has been authorized, service portfolio management will charter the service.03-38. CSI register (CSI 3.4)(ITIL Continual Service Improvement) A database or structured document used to record and manage improvement opportunities throughout their lifecycle.03-39. Outcomes (SS 2.1.1)The result of carrying out an activity, following a process, or delivering an IT service etc. The term is used to refer to intended results as well as to actual results. See also objective.03-40. Patterns of business activity (PBA) (SS 4.4.5.2)(ITIL Service Strategy) A workload profile of one or more business activities. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity. See also user profile.03-41. Customers and users (SS 2.1.5)Customer -Someone who buys goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. The term is also sometimes used informally to mean user – for example, ‘This is a customer-focused organization.’User -A person who uses the IT service on a day-to-day basis. Users are distinct from customers, as some customers do not use the IT service directly.03-42. The Deming Cycle (plan, do, check, act) (CSI 3.8, Fig 2.8)(ITIL Continual Service Improvement) A four-stage cycle for process management, attributed to Edward Deming. Plan-Do-Check-Act is also called the Deming Cycle. Plan– design or revise processes that support the IT services; Do – implement the plan and manage the processes; Check – measure the processes and IT services, compare with objectives and produce reports; Act– plan and implement changes to improve the processes.。
参加ITILIT服务管理核心研修培训学习心得第一篇：参加ITIL IT服务管理核心研修培训学习心得参加ITIL IT服务管理核心研修培训学习心得课程介绍：ITIL 服务管理核心课程受到国际广泛认可，在北美、欧洲、澳大利亚等地有IT 界MBA之称。
基础培训课程三天，介绍IT 服务支持和让渡的十大流程及其相互关系，使参加者全面理解ITIL 和IT 服务管理的最佳实践。
培训目的：我中心近期服务满意度呈下降趋势，在后台的评比中排名落后，本着提升中心服务管理，提升中心效率，优化中心整体IT 架构的目的，同时获取国际化标准IT管理资格认证资历，参加了由上海信息化培训中心为期三天的ITIL Foundation的课程培训。
学习心得：通过这次三天的学习，比较全面的了解了ITIL的知识，因本职工作与ITIL息息相关，自己在信息化建设已有多年的实践经验，因此对于ITIL中的管理理念容易理解，实践中遇到了问题通过这次培训能够基本上可以找到问题的根源。
比如中心的服务期望总是不能达到要求，这个问题其实是没有建立IT服务的SLA（Service Level Agreement）即服务等级协约。
而这是开展IT服务的基础。
同时ITIL的服务支持休系中关于Service Desk(服务台)带来新的思考，目前信息中心没有统一的Service desk，对业务部门提供服务没有一个统一的入口，主要原因是没有这个岗位机构设置，但是如果设置又需要增加人员编制。
设置Service desk的目的是对中心提供的服务有一个统一的窗口，规范的作业，清晰的权限，透明化的管控流程Function。
学习ITIL是为了对了国际上通行的IT服务管理有更全面更系统的熟悉，从而在ITIL的理念下指导部门的IT服务工作。
通过这次学习，结合部门实际的工作，发现存在几个大的流程问题：首先在Service Delivery（服务交付）管理方面，缺失了服务等级服务，没有在一个时间周期（通常以年为单位）内形成IT服务等级约定（SLA），使得总办对信息中心可提供的服务要求不清晰，更缺少评估的标准。
第二章服务于服务管理一、服务服务是通过满足客户的需要来给客户创造价值并不需要客户承担额外的成本与风险。
二、服务管理服务管理是以服务的形式为客户提供价值的一套专门的的组织能力，并且将资源和能力转变为有价值的组织资产。
1、组织能力包括：流程（Processes）、方法（Method）、职能（Function）、角色（Roles）、活动（Action）a、流程：为完成一个指定的目标而设计的结构化活动的集合。
流程的属性：可度量（Measurable）、特定的结果（Specific Result）、客户（Customers）、对特定事件的响应（Responds to a Specific Event）b、职能：执行并完成一个或多个流程或者活动的一组人员及其所属工具和部门。
c、角色：一个职务、职责、或给一个人或职能部门授权服务所有者：主要关注服务本身，并对服务的整个生命周期负有责任。
服务所有者是服务的主要负责人，而服务经理偏重对服务的日常管理。
服务所有者和服务经理可以是一个人，也可以是不同人担任。
流程所有者：流程所有者更加注重流程战略方针的制定和流程版本控制，而流程经理则更注重流程的执行和管理。
流程所有者和流程经理可以是一个人，也可以是不同人担任。
RACI模型：用来描述“角色和职责”同”流程和活动“之间的关系。
负责人（Responsible）：负责执行任务的角色，具体负责任务的实施和解决。
批准人（Accountable）：对任务负全责的角色。
只有一个人对一项指定的任务负有直接责任。
即一项任务至多有一个责任人。
咨询到的人（Consulted）：咨询到的并且考虑其意见的人。
流程中要包括在流程执行活动中可咨询到的人的知识和信息的输入。
知会的人（Informed）：应及时被通知结果的人。
第三章服务战略服务战略主要关注的是如何把服务管理变成战略资产，并利用战略资产来实现企业或IT服务提供商自身的商业价值。
一、服务战略的4个要点1.愿景（Perspective）与众不同的目标和方向。
1.1 ITIL简介➢Information[ .infə'meiʃən ]Technology[ tek'nɔlədʒi ]Infrastructure [ 'infrə'strʌktʃə ] Library[ 'laibrəri ]➢信息技术基础架构库或IT基础架构库➢英国国家计算机和电信局CCTA（现英国商务部OGC Office of Government Commerce）➢80年代中期开始➢一套针对IT行业的服务管理标准库➢目标是提升服务质量➢ITIL作为IT服务管理领域的事实标准，被广泛认同➢ITIL被欧美国家广泛应用➢90年代末引入中国➢世界范围内公认的IT最佳实践1.2 ITIL特点➢公共框架英国商务部为提高政府部门和英国企业的服务质量，开发了一系列最佳实践指南。
ITIL作为信息技术方面的最佳指南之一，从发布的第一天起就免费供企业和政府部门参照使用。
同时，任何公司都可以ITIL为基础，提供增值产品和服务，比如培训、咨询以及开发支持ITIL的软件和工具。
➢最佳实践框架上面已经指出，ITIL是最佳实践的总结：OGC（英国商务部）组织收集和分析各种有关组织如何解决服务管理问题等方面的信息，找出那些对本部门和在英国政府部门中的客户有益的做法，最后形成了ITIL。
ITIL的各部分之间并没有严格的逻辑关系。
或者这样说，与一般的标准是先设计整体框架再细化各部分这种“自顶向下”的设计方式不同，ITIL的开发过程是“自下向上”的。
ITIL来源于实践，经过合理的提炼，反过来又可以指导实践。
ITIL列出了各个服务管理流程的“最佳”目标、活动、输入和输出，以及各个流程之间的关系。
其重点是保证各流程实现其应有的功能并与其它流程相协调。
至于具体怎样实现这些功能，不同企业可根据实际需要采取不同的方式。
这有点近似于现在流行的“面向对象编程”的思想：各个流程（对象）是相对独立的，实现了某些特定的功能；流程之间及流程和业务之间的关系（接口）已根据业务和IT管理方面的需要事先规划好；这样我们就可以方便地实施或放弃某个流程，同时其它流程还可继续保持运作。
