1、ITIL & ManageEngineWhat is ITIL v3 ITIL: IT Infrastructure Library 20 years, now v3 Framework for IT service management Align IT to Business Identification Planning Delivery Support The service lifecycle Service Strategy Service Design Service Transition Service Operation Continue Service Improvemen

2、t (CSI) Service Operation Incident Management Problem Management Change ManagementITIL v3是什么 ITIL: IT Infrastructure Library 20年,現(xiàn)在已是第三版 IT服務(wù)管理框架 配對(duì)業(yè)務(wù)與IT 識(shí)別 規(guī)劃 交付 支持 服務(wù)生命周期 服務(wù)戰(zhàn)略 服務(wù)設(shè)計(jì) 服務(wù)轉(zhuǎn)換 服務(wù)運(yùn)營(yíng) 持續(xù)服務(wù)改進(jìn) 服務(wù)運(yùn)營(yíng) 事件管理 問(wèn)題管理 變更管理Operation Service in ManageEngineTechnicianHelpdeskChange ManagerINCIDENTManageme

3、ntPROBLEMManagementCHANGEManagementCAB MemberChange WorkerManpowerInformationWorkstationInformationSoftwareInformationReportsManageEngine里的運(yùn)營(yíng)服務(wù)技術(shù)員幫助臺(tái)變更經(jīng)理事件管理事件管理問(wèn)題管理問(wèn)題管理變更管理變更管理CAB變更咨詢委員會(huì)會(huì)員變更工作員人力資源信息工作臺(tái)信息軟件信息報(bào)告Incident Management Unexpected disruption of normal service that affects the user and the

4、 business Minimizing impact of business and user, restore IT services to the SLAs (service level agreements) state ASAP Workarounds Solutions process to restore services Helpdesk single point of contact事故管理(Incident Management) 事故 - IT的正常服務(wù)意外中斷中斷，因而影響用戶及業(yè)務(wù) 對(duì)業(yè)務(wù)及用戶最少影向下，以最短時(shí)間恢覆IT服務(wù)在服務(wù)級(jí)別協(xié)議的要求 變通方法(Work

5、arounds) 解決方案(Solutions) 恢覆服務(wù)的程序 幫助臺(tái)作為單一服務(wù)窗口Incident ManagementRecord Basic User DetailsIs the user reporting an outage or asking for a new serviceIf he is asking for new service New Service Request get back to users who ask for new services record details of requests with urgency and priority look

6、for new service plans and milestones look for answers to FAQsIf he is reporting about outage or disruptionIncident Check whether you can help with a resolution from the knowledge base Assign Incident to Specialist Support Group Work closely with Specialist Support Group to provide resolution to the

7、user Close the incident with user confirmation事故管理 (Incident Management) 記錄用戶基本資料 用戶是告知服務(wù)中斷或是要求新服務(wù) 新服務(wù) 跟進(jìn)用戶 紀(jì)錄服務(wù)詳情、緊急程度(urgency)及優(yōu)先次序(priority) 尋找新服務(wù)計(jì)劃及里程碑 在FAQs尋找答案 事故 在知識(shí)庫(kù)(knowledge base)尋找事故解決(resolution) 指派事故與專家支持小組 密切與專家支持小組工作，提供事故解決 與用戶確認(rèn)(user confirmation)事故解決，結(jié)案Incident Management WorkflowUs

8、er CallRecord Basic DetailsType of RequestIncidentClassify incidentSpecify Category, Priority and Business ImpactCan ServiceDesk Resolve the Incident?Provide resolution to the userClose the incidentService RequestService Request / Request for informationAssign to the Specialist GroupAfter resolving事

9、故管理流程用戶呼求記錄基本數(shù)據(jù)請(qǐng)求種類事故分類事故指定類別, 優(yōu)先次序及業(yè)務(wù)影響服務(wù)臺(tái)有事故解決?提供事故解決結(jié)案服務(wù)服務(wù)請(qǐng)求 / 要求信息指派專家小組事故解決Example & Highlight Slow printing in Word 2010 How to add picture effectively in PowerPoint organization chart Windows can not activate Important points Incident or request Multiple incidents Resolution Close例子及要點(diǎn) Word20

10、10打印很慢。 在PowerPoint的組織結(jié)構(gòu)圖(Organization Chart)中，如何有效加進(jìn)成員相片? Important points Incident or request Multiple incidents / request Resolution CloseReferenceAppendix Business and IT alignment example: Payroll Problem Management Change ManagementEnd to end service: Payroll點(diǎn)到點(diǎn)服務(wù):工資單例子:商業(yè)服務(wù) - 工資單 IT服務(wù) 合并信息，依靠

11、其他“商業(yè)”服務(wù) 時(shí)間跟蹤 福利管理 計(jì)算報(bào)酬 定期生成薪水支票 支持工資單的IT服務(wù) 基礎(chǔ)架構(gòu)(后臺(tái)工作) 技術(shù)服務(wù) 服務(wù)器管理 數(shù)據(jù)庫(kù)管理 存儲(chǔ)管理Problem Management Goal find the root cause of incidents reduce the impact on business Proactive approach that prevents recurrence of incidentsProblem Management WorkflowNew ProblemProblem IdentificationRecord basic details

12、related to problem / one or many incidentsDo we have workaround / solution for the problemClassify ProblemSpecify Category, Priority and Business ImpactProblem AnalysisUnderstand the impact of the problemAnalyze root cause of the problemAnalyze patterns and SymptomsRequest for Change / Provide resol

13、ution to the userClose the ProblemOne or many Incident(s)YesKnown Error Update Incident CountChange Management Co-ordinate changes with minimal disruptions accepted risk Keep informing important changes to executives and stake holders Example: A company interviewing session After talking about compa

14、nys efficiency and security Online aptitude test crashed and couldnt start No one know a security patched has been applied due to policyChange Management in ITIL Request for Change Change Plan Rollout Plan Back out Plan Asses Impact on Business Dependency Checklist Change Advisory Board Send Out Sch

15、edules of Changes Release Management Post implementation ReviewChange Management WorkflowNew ChangeChange ClassificationChange Manager filterschanges and classifies them allocating priorityWhat is the type of Change?RFC from Problems / Error controlEmergencySignificantMajorMinorStandard ChangeEmerge

16、ncy CommitteeChange Manager requests recommendation from the board membersChange ManagerChange Manager approves and schedules changes and reports to CABPreapproved Changes are rolled out fasterChange Advisory BoardCAB Members look at the change plan, review the risk and recommend go ahead or notChange Management Workflow (cont.)Change Advisory BoardCAB Members look at the change plan, review the risk and recommend go ahead or notForward Schedule of Changes (FSC)Schedule Authorized ChangesRelease ManagementImplement ChangesEducate usersPost Implementation ReviewClose the ChangeChange Mana