Pragmatische Einführung von IT-Servicemanagement - ITIL im Unternehmen - Erfahrungen aus der Praxis

Pragmatische Einführung vonIT-Servicemanagement nach ITIL®

im UnternehmenErfahrungen aus der Praxis

GFU Simicolon: 02. März 2010

Ralf J. AscheService Management Gate GmbH

International Management Methods

© 2009 Service Management Gate GmbH

„Best practices“ der OGC

CCTA

(Central Computer

and Telecommunications

Agency)

OGC

(Office of

Government Commerce)

ITIL®

(IT Infrastructure Library)

PRINCE2™

(Projects in controlled

Environments)

MSP

(Managing successful

Programmes)

M_o_R®

(Management of Risk)

EXIN/ISEB APMG APMG APMG

itSMF User Groups User Groups User Groups

BS15000

CCTA

(Central Computer


Agency)

OGC

(Office of


ITIL®


PRINCE2™


Environments)

MSP


Programmes)

M_o_R®


CCTA

(Central Computer


Agency)

OGC

(Office of


ITIL®


PRINCE2™


Environments)

MSP


Programmes)

M_o_R®


EXIN/ISEB APMG APMG APMG

itSMF User Groups User Groups User Groups

BS15000

APMG / EXIN / ISEB APMG APMG APMG

itSMF User Group User Group User Group

ISO 20000

Produkt-Lebenszyklus

Phase I Phase III Phase IV

Ablösung

EoL

Weiterentwicklung

Bedarf /

Anforderung /

Design

Erteilung

Projektmandat /

Umsetzungsphase

Betrieb /

Nutzung /

Wertschöpfung

Phase II


Einführung

IT Infrastructure Library® ist ein eingetragenes Warenzeichen der Central

Computer and Telecommunications Agency, die heute Teil des OGC ist.

ITIL® ist ein eingetragenes Warenzeichen des Office of Government

Commerce (OGC) und im U.S. Patent and Trademark Office eingetragen.

®

®



Das ITIL Framework Version 28 Bände

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s Application Management

Planning to Implement Service Management

The Business

Perspective

ICT

Infrastructure

Management

Service Management

Service

Delivery Security

Management

Service

Support

Software

Asset

Management

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The Business

Perspective

ICT

Infrastructure

Management

Service Management

Service

Delivery Security

Management

Service

Support

Software

Asset

Management

Literatur (engl.)

Service Support

ISBN 0113300158

(auch als CD erhältlich)

Service Delivery

ISBN 0113300174


Security Management

ISBN 011330014X

Planning to Implement

Service Management

ISBN 0113308779


ICT Infrastructure

Management

ISBN 0113308655


The Business Perspective,

Volume 1

ISBN 0113308949


Application Management

ISBN 0113308663


Software Asset

Management

ISBN 0113309430


Service Support

ISBN 0113300158


Service Delivery

ISBN 0113300174


Security Management

ISBN 011330014X

Planning to Implement

Service Management

ISBN 0113308779


ICT Infrastructure

Management

ISBN 0113308655


The Business Perspective,

Volume 1

ISBN 0113308949


Application Management

ISBN 0113308663


Software Asset

Management

ISBN 0113309430



Das „generische“ Prozessmodell


Inhalte: Service Support

• Service Desk*

• Incident Management

• Problem Management

• Change Management

• Configuration Management

• Release Management


Inhalte: Service Delivery

• Service Level Management

• Financial Management for IT Services

• Capacity Management

• IT Service Continuity Mgmt.

• Availability Management

• Security Management*



ITIL VERSION2 der Ausbildungsweg

Service Manager Exam

I C A

Service Support

Fall-

studie

ITIL Foundation Exam

ITIL Foundation

Seminar

Capacity Management

Availability Management

Financial Management

Service Level Management

Change Management

Problem Management

Incident Management

Configuration Management

Practitioner

Exam

Au

sb

ild

un

gsp

fad

für

Man

ag

er

Ausbildungspfad für Praktiker / Spezialisten

Service Delivery

Service Desk

Release Management

Security Management

IT Service Continuity Mgmt

Practitioner

Exam

Practitioner

Exam

Practitioner

Exam

Service Manager Exam

I C A

Service Support

Fall-

studie

ITIL Foundation Exam

ITIL Foundation

Seminar

Capacity Management

Availability Management

Financial Management

Service Level Management

Change Management

Problem Management

Incident Management

Configuration Management

Practitioner

Exam

Au

sb

ild

un

gsp

fad

für

Man

ag

er

Ausbildungspfad für Praktiker / Spezialisten

Service Delivery

Service Desk

Release Management

Security Management

IT Service Continuity Mgmt

Practitioner

Exam

Practitioner

Exam

Practitioner

Exam


Qualitätsmanagement


Deming-Cycle / PDCA-Zyklus

Plan PlanenDo AusführenCheck MessenAct Anpassen

ISO 20000 Zertifizierung

Unternehmenszertifizierung nach ISO/IEC 20000:2005

ISO - International Organization for Standardization

IEC - International Electrotechnical Commission

Die Zertifizierungsinhalte ISO/IEC 20000:2005

1. Scope

2. Terms and definitions

3. Requirements for a management system

4. Planning and implementing service management

5. Planning and implementing new or changed services

6. Service delivery process

7. Relationship processes

8. Resolution processes

9. Control processes

10. Release processISO 20000

Zertifizierung


3. Requirements for a management system

3.1 Management responsibility

3.2 Documentation requirements

3.3 Competence, awareness and training



4. Planning and implementing service management4.1 Plan Service management (Plan)

4.2 Implement service management and providethe service (Do)

4.3 Monitoring, measuring and reviewing (Check)

4.4 Continual improvement (Act)

4.4.1 Policy

4.4.2 Management of improvements

4.4.3 ActivitiesISO 20000

Zertifizierung


5. Planning and implementing new or changed

services

6. Service delivery process

6.1 Service level management

6.2 Service reporting

6.3 Service continuity and availability management

6.4 Budgeting and accounting for IT services

6.5 Capacity management

6.6 Information security management ISO 20000 Zertifizierung


7. Relationship processes

7.1 General

7.2 Business relationship management

7.3 Supplier management

8. Resolution processes

8.1 Background

8.2 Incident management

8.3 Problem management ISO 20000 Zertifizierung


9. Control processes

9.1 Configuration management

9.2 Change management

10. Release process

10.1 Release management process


Die Zertifizierungsbereiche ISO/IEC 20000:2005


Die Zertifizierungsbereiche ISO/IEC 20000:2005


Bereits ISO/IEC 20000:2005 zertifizierte Unternehmen in Deutschland


Certified Organisation The scope of the certification


ITIL VERSION3 Der Service Lifecycle

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The Business

Perspective

ICT

Infrastructure

Management

Service Management

Service

Delivery Security

Management

Service

Support

Software

Asset

Management

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The Business

Perspective

ICT

Infrastructure

Management

Service Management

Service

Delivery Security

Management

Service

Support

Software

Asset

Management

Die Kernbereiche der ITIL VERSION3

Verknüpfung der Kernbereiche

ITIL V3: Der Service Lifecycle

Das RACI Modell


ITIL V3 Qualifizierungsschema


ITIL Expert

Ralf J. AscheManagement Consultant Trainer & Coach

Ausbildung / QualifikationenDipl.-Ing. der Elektrotechnik Fachrichtung Nachrichtentechnik

ITIL - Service Manager VERSION 2

ITIL – Expert VERSION 3

PRINCE2 Practitioner

ISO9000 QMS Auditor, Lead Auditor

ISO/IEC 20000 BeraterManaging Successful Programmes, MSP

Zertifizierter Trainer

* PRINCE2

* Service Management nach ITIL V.2

* Service Life Cycle ITIL VERSION 3

* ISO/IEC 20000

* Apollo 13 & The Challenge of Egypt

www.gfu.net

www.gfu.net/ref93.html

www.ralf-asche.eu

www.xing.com/profile/Ralf_Asche

www.smg-consultancy.com

[email protected]

Herzlichen Dank

für Ihre Aufmerksamkeit

Ralf J. AscheService Management Gate GmbH

International Management Methods