XII Konferencja PLOUG
Zakopane
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ITIL w zastosowaniu – IBM Tivoli Unified
process
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IBM Polska
e–mail: j.lagowski@pl.ibm.com
Abstrakt
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1. Wprowadzenie
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Rys. 1. IBM Tivoli Unified Process – logo
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dokonaniu rejestracji) ze strony
http://www-306.ibm.com/software/tivoli/features/it-serv-mgmt/
.
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ITUP stanowi dobry punkt startu.
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IBM PRM-IT
IBM Process Reference Model for IT
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towany przez IBM w oparciu o
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Procesy ITIL’a z obszarów Service Delivery i Service Support
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Role definitions, responsibilities, and resources
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Work products
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Tool Mentors
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Scenarios
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3. IBM PRM-IT
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ce Management
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rzo
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– 67 ról w ramach procesów
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Rys. 2. Model procesów IBM PRM-IT – schemat ogólny
3.1 Obszary i procesy modelu PRM-IT
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IT Administration
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proce
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Asset Management
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Financial Management
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Knowledge Management
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Service Pricing and Contract Administration
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Supplier Relationship Management
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Workforce Management
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Customer Relationship
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odpowiednie pozycjonowanie na rynku potencjalnych Klientów.
ITIL w zastosowaniu – IBM Tivoli Unified process
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Service Level Management
Monitorowanie i kontrola Service Level Agreement
Customer Satisfaction Management
Mierzenie i monitorowanie poziomu zadowolenia klienta
Service Marketing and Sales
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Stakeholders Requirements Managements
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IT Directions
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Architecture Management
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dardów IT w zgodnie z rozwojem biznesu.
IT Portfolio Management
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organizacji zgodnie z kierunkami biznesu.
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IT Management System
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IT Management System Design,
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IT Operational Service
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Data and Storage Management
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IT Resilience
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Solution Deployment
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Sulution Requirements
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Solution Analysis and Design
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– KPIs (Key Performance Indicators)
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– diagram procesu
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Rys. 3. Schemat procesu Configuration Management
4. Mapowania
ITUP dostarcza mapowania procesów PRM-IT na inne standardy takie jak:
– CMMI (Capability Maturity Model Integration)
– CobiT (Control Objectives for Information and related Technology)
– eTOM (The Enhanced Telecom Operations Map)
– ISO 17799
– ITIL (Information Technology Infrastrucure Library)
– RUP (Rationa Unified Process)
– Six Sigma
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4.1 Mapowanie PRM-IT – ITIL
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Obszar – Proces
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Service Support – Incident Management
IT Operational Services – Incident Management
IT Operational Services – User Contact Management
Service Support – Problem Management
IT Operational Services – Problem Management
Service Support – Change Management
Solution Deployment – Change Management
Service Support – Release Management
Solution Deployment – Release Management
Service Support – Configuration Management
Solution Deployment – Configuration Management
Service Delivery – Service Level Management
IT Customer Relationship – Service Level Management
Service Delivery – Availability Management
IT Resilience – Availability Management
Service Delivery – Capacity Management
IT Resilience – Capacity Management
Service Delivery – IT Service Continuity Management
IT Resilience – IT Service Continuity Management
Service Delivery – Financial Management for IT Servi-
ces
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Inne obszary ITIL: Application Management, Security Management, ICT Infrastructure Mana-
gement, ITIL Asset
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z perspektywy organi
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– Service Desk
– IT Operations
– IT Services
– Storage and Backup
– Change and Deployment
Rys. 5. Perspektywa organizacyjna – Service Desk
5. Scenariusze operacji
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Rys. 6. Scenariusz Operacji – Zapewnienie backupów danych krytycznych
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procesów.
7. Podsumowanie
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]ZáDV]F]DQDSRF]WNXQLH]DZV]HSU]HELHJDEH]SUREOHPRZR%DGDMFRF]HNLZDQLDLUH]XOWDW\
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ZFKRG]HQLDQRZ\FKWHFKQRORJLL,7Z*\FLHSR]\FMRQXMH,7,/QDQDMZ\*V]\PSXQNFLHNU]\ZHM
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Rys. 7. ITIL – Hype Cycle 2006
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1.
http://www-306.ibm.com/software/tivoli/features/it-serv-mgmt/
2.
http://www.gartner.com