1、2011/11Xiang HuangITIL Internal Training/Confidential and proprietary Copyright 2009/ Title of PresentationTeleNav CN IT Support/OutlineITIL v3 BackgroundITIL v3 Core ModuleITIL in TeleNavSummary & ProspectAppendix & ResourceNovember 16, 2011/Confidential and proprietary Copyright 2009/ Title of Pre
2、sentationTeleNav CN IT Support/ITIL v3 BackgroundITIL ITIL was developed by the United Kingdoms Office of Government Commerce (OGC) in the late 1980s, and its original goal was to help improve IT Service Management in the UK central government. ITIL was not widely adopted until the mid-1990sThe Info
3、rmation Technology Infrastructure Library (ITIL) provides a systematicapproach to the provision and management of IT services, from inception through design, implementation, operation and continual improvementNon-proprietaryITIL service management practices are applicable in any IT organizationNon-p
4、rescriptiveITIL offers robust, mature and time-tested practices that have applicability to ally types of service organizationsBest practiceITIL service management practices represent the learning experiences and thought leadership of the worlds best in class service practicesNovember 16, 2011/Confid
5、ential and proprietary Copyright 2009/ Title of PresentationTeleNav CN IT Support/some conceptsServicea service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risksProcessa process is a set of coordinated act
6、ivities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer or stakeholderNovember 16, 2011/Confidential and proprietary Copyright 2009/ Title of PresentationTeleNav CN IT Support/ITIL v3 Core Mod
7、uleITIL CoreNovember 16, 2011/Confidential and proprietary Copyright 2009/ Title of PresentationTeleNav CN IT Support/Service OperationPrinciplesFunctions, Groups, Teams, Department, Divisions the Service Operation publication uses several terms to refer to the way in which people are organized to e
8、xecute processes or activitiesAchieving balance in service operationexecute all standard procedures or activities in ever-changing environmentProviding serviceOperation staff involvement in service design and transitionOperational health service operation monitor and controlCommunicationDocumentatio
9、nNovember 16, 2011/Confidential and proprietary Copyright 2009/ Title of PresentationTeleNav CN IT Support/Service operation processesNovember 16, 2011 Service Desk Incident Management Problem Management Access Management/Confidential and proprietary Copyright 2009/ Title of PresentationTeleNav CN I
10、T Support/Service DeskObjectivesto restore the service as quickly as possibleto manage the incident life-cycleto support business activitiesto generate reports, to communicateClassificationlocal deskcentralization deskvirtual deskfollow the sun 7*24 serviceNovember 16, 2011/Confidential and propriet
11、ary Copyright 2009/ Title of PresentationTeleNav CN IT Support/Essentialssingle point of contact / Restore service ASAPtasks: Customer Interface, Business Support, Incident Controlconcentrates on incident lifecycle managementpriority determined by business impact and urgencycorrect assessment of pri
12、orities enables the deployment of manpower and other resources for the customerescalation and referralNovember 16, 2011/Confidential and proprietary Copyright 2009/ Title of PresentationTeleNav CN IT Support/Incident ManagementIncidentany event which is not part of the standard operation of a servic
13、e and which causes or may cause an interruption to or a reduction in the quality of that serviceObjectivesto restore normal service as quickly as possibleminimize the adverse impact on business operationsensuring that the best possible levels of service quality and availability are maintained according to SLAsPriorityimpact on the business + urgency/effect upon business deadlines November 16, 2011
