itil foundation

一.BackGround

 1. Vocabulary

    CCTA: central computer and telecommunication agency

   OGC  :offical of goverment commerce

   Deming Circle:  Plan--> Do---> Check---> Act

   EFQM : european foundation for quality management

   CMM  : capability maturity model(Initial --> Repeatable --> Defined -->Managed ->optimizing)

   BSF  : Balanced Score Card

     CSF   : Critical Success Factors

     KPI    : Key Performance indicators

     HRM  : HR Management (hard approach , soft approach ,Integrated approach)

    Quality Management in HRM :Policy Deployment ,empowerment ,accountability,competence        management

    know errow : Cause && meet an emergency way

 

 2. ITIL applicational ex ample: 

   HP ITSM reference Model   IBM. IT process Model MS.MoF

 3.  objectives( 5 smart) : specific ,measureable, appropriate, realistic, time-bound

 

二.ITIL structure

 

   1.Service Delivery: 

      Service Level Management --- contract with service type && quality

     Financial Management for IT Service --saving cost for IT  service

    Capacity Management --optimizing for cost ,purchaseing time ,it deployment

    IT Service continuity Management -- prepare and planning for damage

    Availablity Management --

 

   2.Service Support:

      Service Desk -- first point(IT<-->Customers)

      Incident Management --deal with incidents and restore service

      Problem Management -- defend

     Configuration Management --control && distinguish &&  record && support

     Change Mangement --implement and reback

     Release Management -- assemble , testing , save for successful

 

  3.Security Mangement --keep the inf's value

 

  4.ICT infrastructure Mangement

 

  5.Application Mangement

 

  6.Planning to implement service management