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...Trabajo ITIL “Operación de servicios” Introducción. Este informe está enfocado a investigar y analizar ITIL (Librería de infraestructura de tecnologías de información), es una metodología la cual da un estándar mundial a la gestión de servicios dentro de las tecnologías de información, fue desarrollada como guía para el gobierno del Reino Unido a finales de los años 80. Esta primera versión de ITIL ocupada en los años 80 era una recopilación de las mejores prácticas las cuales se basan en la experiencia adquirida durante el tiempo en determinada actividad, que se comprendía de 10 libros enfocados principalmente a las aéreas de soporte y prestación de servicio. Transcurriendo el tiempo se fueron agregando más áreas dentro de la gestión de los servicios informáticos como la gestión de servicios, gestión de infraestructuras TI y en general todo lo que es tecnología y el negocio. Para las organizaciones que prestan servicios de desarrollo de un negocio, ITIL es una guía para tener una mejor práctica para la gestión de los servicios de tecnologías de la información. Objetivos. * Investigar, analizar y comprender que es y para qué sirve la metodología ITIL, como también saber donde se aplica y tareas que comprende. * Detallar el ciclo de vida de los servicios y explicar sus fases. * Tener conocimiento de todos los aspectos que ITIL comprende dentro de su estructura como modelo. * Profundizar y tener mayor conocimiento en lo que son las operaciones...
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...Published in association with the Best Management Practice Partnership The IT Service Management Forum An Introductory Overview of ITIL® V3 A high-level overview of the IT INFRASTRUCTURE LIBRARY The IT Infrastructure Library An Introductory Overview of ITIL® V3 Version 1.0 Written by: Alison Cartlidge Ashley Hanna Colin Rudd Ivor Macfarlane John Windebank Stuart Rance Alison Cartlidge Mark Lillycrop Xansa - Steria HP itEMS Ltd IBM Sun HP Xansa - Steria itSMF UK Edited by: Published by: The UK Chapter of the itSMF With thanks to all those who took part in the review process. © Copyright itSMF Ltd, 2007 This version first published 2007 Based on other copyright material with the permission of the copyright owners. ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. PRINCE® is a Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. COBIT® is a Registered Trade Mark of ISACA and the ITGA. CMM® is registered in the USA Patent and Trademark Office. PMBoK® is a Registered Trade Mark of the Project Management Institute. M_o_R ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce. © Crown copyright material reproduced with the kind permission of OGC on behalf of the Controller of...
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...Index: ITIL® v3 Foundation 2011 Study Notes 1. ITIL v3 Foundation Certification Notes: Service Management as a Practice 2. ITIL v3 Foundation Certification Notes: Service Strategy 3. ITIL v3 Foundation Certification Notes: Service Strategy [2] 4. ITIL v3 Foundation Certification Notes: Service Design 5. ITIL v3 Foundation Certification Notes: Service Design [2] 6. ITIL v3 Foundation Certification Notes: Service Design [3] 7. ITIL v3 Foundation Certification Notes: Service Design [4] 8. ITIL v3 Foundation Certification Notes: Service Transition 9. ITIL v3 Foundation Certification Notes: Service Transition [2] 10. ITIL v3 Foundation Certification Notes: Service Operation and Functions 11. ITIL v3 Foundation Certification Notes: Service Operation [2] 12. ITIL v3 Foundation Certification Notes: Service Operation [3] 13. ITIL v3 Foundation Certification Notes: Continual Service Improvement 14. ITIL v3 Foundation Certification Notes: Last Minutes Revision Notes ITIL v3 Foundation Certification Notes: Service Management as a Practice Why IT Service Management is needed? * Higher IT service quality is always required while fewer resources are available * Users are not interested in the processes / technology, rather they just need to utilize the service to achieve business goals * As users are usually not directly responsible for the costs of IT services, they would endlessly request more and more IT services with higher and higher standards /...
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...ITIL® is a Registered Trade Mark of the Cabinet Office. Welcome! IT Service Management ITIL 2011 Foundation 1 Course Objectives • • A basic understanding of the ITIL Framework How ITIL can be used to enhance the quality of IT Service Management within an organization • Comprehension and/or awareness of key areas of the 5 ITIL core books: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement • To prepare to take the ITIL Foundation exam 2 I0015EN v3.1 ©2011 QRP International 1 ITIL® is a Registered Trade Mark of the Cabinet Office. ITIL Foundation Training Programme • • • Generalities Service Management key concepts Service Strategy o Service Portfolio Management o Business Relationship Management o Financial Management Service Design o Service Level Management o Service Catalogue Management o Supplier Management o Information Security Management o Availability Management o Capacity Management o IT Service Continuity Management o Design Coordination Service Transition o Service Asset and Configuration Management o Knowledge Management o Transition Planning o Release and Deployment Management o Change Management Service Operation o Functions o Incident Management o Event Management o Request Fulfilment o Access Management o Problem Management Continual Service Improvement o 7 step improvement process o The Deming Cycle o CSI approach • D • A Y 1 D A Y 2 • D • A Y 2 D Examination Training...
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...Page :: 1 ITIL® v3 Foundation Study Guide Release Version 4.2.2.5 About taruu ................................................................................................................................................... 5 Overview ....................................................................................................................................................... 5 Additional Exam Resources........................................................................................................................... 5 General Exam Tips......................................................................................................................................... 6 What’s On the Exam ..................................................................................................................................... 7 ITIL Core Concepts ...................................................................................................................................... 12 Services ................................................................................................................................................... 12 Service Management .............................................................................................................................. 12 ITIL as a Good Practice Framework ......................................................................................................... 12 The Service Lifecycle ...........
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...Service Strategy Meghna B. Patel Illinois Institute of Technology, Chicago Service Strategy ITIL (Information Technology Infrastructure Library) framework is considered as a set of best practices for IT Service Management (ITSM). This framework is widely used by many IT service providers to deliver quality IT services that adds value to customer and aims at attaining the business objectives. It consists of different processes and functions which are divided among five stages of service life cycle. Service Strategy is the first stage in this life cycle. “ITIL Service Strategy provides guidance on how to view service management not only as an organizational capability but as a strategic asset” (Cannon, 2011). It helps in designing, development and implementation of IT services that aligns with the business strategy and thus allowing service providers to think and act in a strategic manner. Service Strategy Principles Utility and Warranty Value of service consists of two components: Utility (fitness for purpose) and Warranty (fitness for use). According to Cannon (2011), Utility is the functionality offered by a product or service to meet a particular need. It refers to those characteristics of a service that contribute to tasks associated with achieving business outcomes. It is used to improve performance of these tasks and/or to remove constraints that prevent the task from being carried out sufficiently. Warranty is an assurance that a product or service will meet its agreed...
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...quality'. Even goods with low prices can be considered quality items if they meet a market need. QA is more than just testing the quality of aspects of a product, service or facility, it analyzes the quality to make sure it conforms to specific requirements and comply with established plans. Quality assurance is the process of verifying or determining whether products or services meet or exceed customer expectations. Quality assurance is a process-driven approach with specific steps to help define and attain goals. This process considers design, development, production, and service. Quality Methods There are five Major Industry Recognized Quality Methods: 1. Capability Maturity Model Integration (CMMI). 2. IT Infrastructure Library (ITIL). 3. Control Objectives for Information and Related Technology (COBIT) 4. Six Sigma 5. ISO 9000 CMMI Capability Maturity Model Integration (CMMI) is a process improvement...
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...ITIL Study Guide | | | | ITILFND01 Service Management as a practice The purpose of this unit is to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice. 01-1. Describe the concept of Good Practice (SS 1.2.2) 01-2. Define and explain the concept of a Service (SS 2.2.1) 01-3. Define and explain the concept of Service Management (SS 2.1) 01-4. Functions and Processes (SS 2.3, 2.6.1, SD 2.3, SD 3.6.4, ST 2.3, SO 2.3, 3.1, CSI 2.3) 01-5. Explain the process model and the characteristics of processes (SD 2.3.2, 3.6.4) The recommended study period for this unit is minimum 45 minutes ITILFND02 The Service Lifecycle The purpose of this unit is to help the candidate to understand the value of the Service Lifecycle, how the processes integrate with each other, throughout the Lifecycle and explain the objectives and business value for each phase in the Lifecycle 02-2. Structure, scope, components and interfaces of the Service Lifecycle (SS 1.2.3 All ) 02-3. Account for the main goals and objectives of Service Strategy (SS 1.3) 02-4. Account for the main goals and objectives of Service Design (SD 2.4.1, SD 3.1) 02-5. Briefly explain what value Service Design provides to the business (SD 2.4.3) 02-6. Account for the main goals and objectives of Service Transition (ST 2.4.1) 02-7. Briefly explain what value Service Transition provides to the business (ST 2.4.3) 02-8. Account for the main goals and...
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...ITIL ® V3 Processes IT Service Management Training, Courseware, Consultancy www.mountainview-itsm.com Goals, Activities, Inputs, Outputs and Roles To collect, analyze, process relevant metrics from a process in order to determine its weakness and establish an action plan to improve the process. Activities 1 Define what you should measure 2 Define what you can measure 3 Gathering the data 4 Processing the data 5 Analyzing the data 6 Presenting and using the information 7 Implementing corrective action Repeat the Process Inputs Each activity has inputs Outputs Each activity has outputs Roles Process Owner, Service Manager, CSI Manager, Service Owner Knowledge Management Process Owner Reporting Analyst Service Measurement and Reporting Goal To monitor services and report on improvement opportunities Activities Service Measurement •Objective (Availability, Reliability, Performance of the Service) •Developing a Service Measurement Framework •Different levels of measurement and reporting •Defining what to measure •Setting targets •Service management process measurement •Creating a measurement framework grid •Interpreting and using metrics •Interpreting metrics •Using measurement and metrics •Creating scorecards and reports •CSI policies Service Reporting •Reporting policy and rules Inputs SLA Targets, SLRs, OLAs, Contracts Outputs Service Improvement Program, SLAM Reports Roles Process Owner...
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...ITIL® Service Management Practices V Qualifications Scheme ITIL Service Management Practices Contents 1. Scope and purpose of document 1.1. Synopsis 1.2. Suggested reading 2. ITIL Overview 2.1. What is ITIL? 2.2. What does ‘official scheme’ mean? 2.3. Who is involved in the official scheme? 3. About OGC 4. About APM Group 5. About the ITIL Qualifications Board 5.1. Functions 5.2. Working practices 6. About Examination Institutes (EIs) 7. About Accredited Training Organizations 7.1. About ATO Affiliates 8. About the ITIL user forum 9. About ITIL V3 Examinations 9.1. Overview 9.1.1. Syllabuses 9.1.2. Examination questions 9.1.3. Examination format 10. The ITIL V3 Qualifications Scheme 10.1. Overview 10.2. Design 10.3. Scheme Structure 10.4. Foundation level 10.4.1. Target Group 10.4.2. Format of the ITIL Foundation Certificate in IT Service Management Exam 10.5. Intermediate Level 10.5.1. Target Group 10.5.2. Service Lifecycle Modules 10.5.3. Service Capability modules 10.6. Managing Across the Lifecycle 10.6.1. Format of the Managing Across the Lifecycle Module 3 3 3 3 3 3 3 3 6 6 6 6 7 7 7 7 8 8 8 8 8 8 8 8 8 9 9 9 9 9 10 10 11 11 10.7. ITIL Expert in IT Service Management Certification 10.8. ITIL Master Level (In Development) 11. V3 Qualifications Scheme Credit System 11.1. Credit values 11.2. Pre-requisites 11.2.1. Foundation level 11.2.2. Service Lifecycle Modules 11.2.3. Service Capability Modules 11.2.4. Managing Across the Lifecycle Module 11.2.5. ITIL Master...
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...The IT Manager’s Guide to ITIL v3 an IT Management eBook contents] [ The IT Manager's Guide to ITIL v3 This content was adapted from Internet.com's bITa Planet, CIO Update, and ITSM Watch Web sites. Contributors: Jennifer Zaino, Mike Tainter, Martin Likier, Drew Robb, Augusto Perazzo, Glen Willis, and Troy DuMoulin 2 5 2 ITIL Version 3 is All Business Drew Robb Bridging the Gap Between IT and Business Augusto Perazzo and Glen Willis 9 5 9 Q&A with Robert Stroud, Member of the ITIL Advisory Group Jennifer Zaino 12 15 The Evolution of Service Management Philosophy Troy DuMoulin Key Differences Between ITIL v2 and v3 Mike Tainter and Martin Likier 12 15 The IT Manager's Guide to ITIL v3, an Internet.com IT Management eBook. © 2008, Jupitermedia Corp. 1 [ The IT Manager's Guide to ITIL v3 ] ITIL Version 3 is All Business By Drew Robb Shrek III” was better. So were "Rocky III" and "Mission Impossible III." But while ITIL III is no blockbuster, it is getting decent ratings from the IT community overall. In particular, it is earning kudos for attempting to bridge the chasm between IT and the various business units within organizations. IT Infrastructure Library (ITIL) made its debut in 1989 and since then has become the de facto standard for IT service management best practices. Since the release of v2 at the start of the millennium, there have been new business regulations and mandates, technology advancements, and general shifts in how IT is valued. In light of...
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...Disney’s ITIL® Journey Glen Taylor, Vice President of Technology, Architecture and Security, Parks & Resorts, The Walt Disney Company Case Study October 2010 © Disney © The APM Group and The Stationery Office 2010 2 Disney’s ITIL® Journey Contents Introduction Disney’s ITIL journey Getting widespread adoption Choosing ITIL experts Glen’s advice for organizations adopting ITIL Acknowledgements Trademarks and statements 3 3 3 4 4 4 4 © The APM Group and The Stationery Office 2010 Disney’s ITIL® Journey 3 Introduction The Walt Disney Company (TWDC) has five major segments: Studios, Consumer Products, Media Networks, Interactive Media and Theme Parks & Resorts. Glen Taylor is VP of Technology for Theme Parks & Resorts (TP&R). It is the largest division in the organization and in 2009 generated $10.7 billion – approximately 30% of TWDC’s revenue. The division currently manages 11 parks, two water parks, 42 resorts and two cruise ships. The scale of the organization is extraordinary. Over 118 million people visit the parks every year. In comparison, the 2010 World Cup brought around 350,000 visitors to South Africa. Theme Parks & Resorts is the only segment of TWDC that interacts face-to-face with its customers every day, 365 days a year. During peak times some parks are open and full of guests for 18 hours a day. The 42 resorts have over 36,000 rooms worldwide. Cosmic Ray’s restaurant at Magic Kingdom in Orlando is the busiest quick-service restaurant...
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...ITIL® Foundation Sample Papers Terms of Use – English Please note that by downloading and/or using this document, you have agreed to comply with the terms of use outlined below: 1. All sample (electronic or paper based) papers are for personal use only. 2. The sample papers are intended for the following use only: For use as study aid/s for candidates who wish to sit an ITIL Foundation examination, or for reference purposes. 3. By downloading a complimentary digital copy of any of the ITIL Foundation sample papers, you agree not to: Reproduce or copy; forward or share; sell the document with/to any third party. 4. If you wish to use the whole or part, of any of this sample paper, for any purpose other than self study or reference, please contact AXELOS Accreditation Team (examinations@axelos.com). The ITIL® Foundation Examination Sample Paper A, version 5.1 Multiple Choice ANSWERS AND RATIONALE © AXELOS Limited 2012 All rights reserved. Reproduction of this material requires the permission of AXELOS Limited. The swirl logo™ is a trade mark of AXELOS Limited ITIL® is a registered trade mark of AXELOS Limited ITIL Foundation Examination SampleA ANSWERSandRATIONALES v5.1. This document must not be reproduced without express permission from The Accreditor. Page 1 of 4 Version 5.1 (Live) Owner – The Official ITIL Accreditor Answer Key and Rationale: Q A Syllabus Ref Book Ref 1 B 05-51 ...
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...White Paper November 2006 BMC® Best Practice Process Flows for Asset Management and ITIL Configuration Management Copyright 2006 BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names, BMC Software, the BMC Software logos, and all other BMC Software product or service names, are registered trademarks or trademarks of BMC Software, Inc. All other trademarks belong to their respective companies. BMC Software, Inc., considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable end user license agreement or nondisclosure agreement for the product and the proprietary and restricted rights notices included in this documentation. Restricted Rights Legend U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address. Contacting Us If you need technical support for this product, contact Customer Support by email at customer_support@bmc...
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