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ITSM

A U D I O B O O K C O M PA N I O N

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TABLE OF CONTENTS

CHAPTER 1���������������������������������������������������������� 4
fig. 1�������������������������������������������������������������������������������������4

CHAPTER 2��������������������������������������������������������� 5
fig. 2������������������������������������������������������������������������������������5
fig. 3������������������������������������������������������������������������������������5

CHAPTER 4��������������������������������������������������������� 6
fig. 4������������������������������������������������������������������������������������6
fig. 5������������������������������������������������������������������������������������6

CHAPTER 5���������������������������������������������������������� 7
fig. 6������������������������������������������������������������������������������������7

CHAPTER 6�������������������������������������������������������� 8
fig. 7����������������������������������������������������������������������������������� 8

CHAPTER 7�������������������������������������������������������� 9
fig. 8����������������������������������������������������������������������������������� 9

CHAPTER 8������������������������������������������������������� 10
fig. 9���������������������������������������������������������������������������������� 10

CHAPTER 9�������������������������������������������������������� 11
fig. 10����������������������������������������������������������������������������������11

GLOSSARY�������������������������������������������������������� 12

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CHAPTER 1
Technology Vs. Process

fig. 1

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CHAPTER 2
ITSM & ITIL: The Difference

fig. 2

fig. 3

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CHAPTER 4
ITIL & Beyond

fig. 4

fig. 5

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CHAPTER 5
Applying ITSM

fig. 6

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CHAPTER 6
Why Strategy is so Important

fig. 7

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CHAPTER 7
Beyond Theory

fig. 8

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CHAPTER 8
The Key Roles of ITSM

fig. 9

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CHAPTER 9
IT Governance

fig. 10

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GLOSSARY

Business Process Framework ISO/IEC 20000 Maturity Model


(eTOM) A prescriptive, easily measurable A blueprint for scrutinizing a process to
The standard digital enterprise IT framework for IT performance. Unlike allow it to grow more effective with time.
framework utilized primarily by the ITIL, ISO/IEC 20000 is designed to be (See Capability Maturity Model).
telecommunication and entertainment easily auditable and verifiable, and is a
industry. The eTOM standard optimizes good standard to use when enforcing Network Management
communication between various parties basic competency thresholds in an IT A system of activities and tools used to
within the industry and allows for organization. support and optimize computer network
productive and agile business cooperation. systems. ITSM seeks to incorporate
IT Governance (ITG) Network Management practices into an
Capability Maturity Model (CMM) Refers to the efficient, effective, and intelligible, business service-oriented
Created in 1986 by the Software cost-sensitive application of IT to attain framework.
Engineering Institute at Carnegie Mellon, the business goals. ITG is broken up into
the CMM model was originally used as two sides. Supply side ITG is primarily Project Portfolio Management (PPM)
an assessment tool for process maturity undertaken by a company or organization’s PPM contains guidance on how to prioritize
in software development but was soon CIO, and its purpose is to ensure that and execute projects in an efficient manner.
expanded to encompass a variety of IT IT resources are being used effectively. PPM also includes an analytical evaluation
processes (see Process Maturity). Demand side governance refers to how framework by which the strength of ongoing
organizations evaluate, plan, prioritize, projects may be assessed.
and fund business needs that can be met
COBIT (Control Objectives for
through the application of IT.
Information & Related Technology) Process
Developed and overseen by the nonprofit In ITIL, a process is one among a collection
ISACA (Information Systems Audit and ITIL of IT practices listed under one of the five
Control Association), this tool set utilizes A broad multivolume advisory guide Life Cycle Stages. Each process contains
highly defined inputs and outputs that containing a system of best practices for methodologies to achieve objectives that
allow multiple IT operations to interact IT. Thought by many to be the established support the Service Life Cycle stage. Most
with utmost efficiency. Next to ITIL, COBIT norm for the practice of IT. es use KPIs to evaluate progress made
is commonly thought to be the most toward these objectives.
important modern IT framework. ITIL Life Cycle Stages
The five core broad-topic areas covered by Process Maturity
Configuration Management ITIL v3 (2011): service strategy, service design, The extent to which a process has
Database (CMDB) service transition, service operation, and proven useful, has acquired
A “data warehouse” that stores the assets continual service improvement. Each ITIL Life documentation, is repeatable, and
of an IT organization and defines the Cycle Stage relies on multiple processes and is being steadily improved upon.
various relationships and communication subprocesses to support its objectives. The more of these favorable attributes
channels shared between them. present in a process, the more “mature” it
ITSM is said to be.
Events Information Technology Service Note: The “process” being assessed and
Commonly referred to as an “event record,” Management refers to the continual effort improved through Process Maturity need
this refers to a change in state in an IT toward incorporating IT into the service not necessarily be a strictly defined “ITIL”
system that influences the configuration of needs of business. process.
a system or impacts a service. Events are
usually logged and reported and may turn IT Systems Management Scrum
into “incidents” if they result in a disruption A broad bucket term referring to how A style of project management whereby
of service. an organization manages its IT assets. a team works toward a goal in short,
It is separate from ITSM (IT Service iterative bursts. Hierarchical roles among
Incident Management), which seeks to incorporate team members are often disregarded when
An incident is declared when a service is IT Systems Management into the service working on a scrum team.
interrupted or its quality is severely impaired. needs of a business or organization.
Service Catalog
Integration Infrastructure KPIs (Key Performance Indicators) The organized assortment of all business
Middleware that allows multiple applications In ITIL, KPIs are used to evaluate the quality and IT services offered by an organization.
to communicate with one another. of performance achieved through the use of
various ITIL processes (see Process). Service Desk
A service desk, in ITIL, is defined as a
direct communication channel between the
IT department and the users of a service.

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Subprocess
In ITIL, most processes include a collection
of subprocesses used to support the main
process’s objectives.

White List
A security protocol where only certain
applications (those specifically designated
on the “white list”) are allowed to operate
and access data on certain servers.

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