ITIL basic overview and case analysis (I)

This articleArticleWe will introduce the management methods and specific applications of the ITIL foundation with examples. Currently, the ITIL Foundation has two major versions: vesion 2 and vesion 3. I personally think that the two are not a replacement of the relationship, but different management methods of different enterprises at different stages of development.

I. Brief IntroductionITIL
ITIL, full name: Information Technology Infrastructure Library, translated as "Information Technology Infrastructure Library" or "IT Infrastructure Library ".

ITIL is suitable for the implementation of companies with many and complex business fields. It provides a simple approach to deal with complex problems. If it is implemented based on ITIL, there are at least two advantages: first, all business departments incorporated into the ITIL service system can reduce the redo cost of communication and work with IT departments based on quantifiable quality indicators described in business languages; second, the IT department can improve service quality, reduce service costs, reduce the cost of project communication, and define demands and changes in a definition that is as clear as possible, project operations in a relatively formal way, so that subsequent IT management methods (software engineering, system integration standards) can come in handy.

II.Vesion2 vs vesion3

In V2, process management is a specific method of IT management. It includes one function: service desk function; ten processes: event Management, problem management, configuration management, change management, release management, service level, availability, continuity, Capability Management, and financial management. V2 standardizes the IT service provision and service support for the business. The service provision ideas include service level management, availability, continuity, Capability Management, and financial management; service Support ideas include event management, problem management, configuration management, change management, and release management. Service support is the basis of service provision, and service provision is the improvement idea of service support.

In V3, the organization and implementation of the IT strategy should be emphasized. It is the essence of the V2 version and the concept of service lifecycle is added, service Strategy, service design, service conversion, service operation, and continuous improvement.

Figure 1 ITIL V3 service Lifecycle

ITIL V3 is the sublimation of V2. it points out that the process is not all about business implementation, but is only part of its implementation. It can affect business implementation, IT service management mentioned in ITIL V3 includes decision-making, planning, design, development, testing, release, operation and improvement.

Both software engineering and ITIL are visible to invisible factors in IT management. uncontrollable factors are classified, discrete factors are quantified, and coupling factors are aggregated. They are all ideas and solutions to problems in decision analysis, team building, project management, and investment operations.

Therefore, in fact, I think ITIL is not only a management framework for it, but also a method for enterprise management. This is exactly the original intention of ITIL V2 developers, the British Department of Commerce OGC.

Iii. Based onITILIdeologyItManagement

The risk of IT management for business is not only about technology, but also about the word "change". No matter what kind of management philosophy, it is all about a "change" word. A "change" with rules, rules, and plans is a normal and sustainable change. In my opinion, this change is called a "change "; an arbitrary, independent, and unplanned "change" is out of control and a time bomb. I think this change is called a "inverter". This "change" is often used in the following scenarios:

One-way initiation by the business department, without being recognized by both the business demand analysis and system design analysis, the demand is changed.

The "solution" proposed for a certain operation or short-term to solve a problem"

For quick result orientation, IT resources (IT resources refer to one of manpower, time, capital, support, and knowledge) are excessively coordinated, while other resources are ignored, the project links of neglected resources are weak.

In fact, it is the department that provides services for the business, and it is also the department that regulates the business. They interact with each other, it does not provide pure "services" according to the pure needs of business departments, but uses its own professional knowledge to process the needs, turning "business needs" into "business needs" is irregular, non-quantifiable, and low continuity; "Business Needs" are aggregated, quantifiable, and sustainable. This is the true embodiment of ITIL-quantification, process, continuity, and improvement.

A "change" with rules, rules, and plans is a normal and sustainable change, which can be addressed through the "service support" process, that is, accident management, problem management, configuration management, change management, and release management. This process points out the relationship between the problematic producers and consumers, from the birth of a problem to the solution of the problem, we have explained what should be done.

●Based onITILSystemItDepartment Construction

ITIL is a set of methods for building and improving things. It is the most widely used in IT construction. In this set of ideological systems, the biggest use of the IT model is the function, process, specification, cycle to describe it. That is to say, according to the above four keywords, the IT system is in line with the ITIL system.

1.Function construction:

IT department and function construction are basically divided into service desk function, operation management function and technical management function according to ITIL V3) and application management function ).

The service desk function is one of the most mature functions of itil. It is widely used, the five processes of this function and event, problem, configuration, change, and release are described in the next section.

2.Process Construction

○ SLAs:

Many projects or departments hope that the IT department can solve problems as soon as possible. However, the IT resources are limited and they always need to solve the problems that are "important and should be solved first, so what is "important? This involves ITIL's service level management. It plans, reports, and evaluates the signing of the Service Level Agreement (SLAs). To put it bluntly, it is the contract, it ensures that the quality of IT services required by the organization is maintained and gradually improved within a reasonable cost range.

○ Financial management:

Financial management of IT services is responsible for budgeting and accounting, and the management process of charging corresponding service fees to the customer. This process is even refined to the printing paper, which is included in the budget of each department.

The budget and accounting information generated by the IT service financial management process can provide decision-making basis for management processes such as service level management, Capability Management, IT service continuity management, and change management.

○ Continuity management:

IT service continuity management refers to the management process that ensures that there are sufficient technical, financial, and management resources after a disaster to ensure it service continuity, it focuses on the ability to provide pre-defined IT services in the event of a service failure to support the continuous operation of the organization's business.

○ Capability Management:

Capability Management refers to the service management process that maximizes the efficiency of the Organization's IT resources by configuring reasonable service capabilities under the constraints of cost and business needs.

○ Availability Management

Availability Management is to design the availability of the IT infrastructure by analyzing the availability requirements of users and businesses. It should consciously avoid potential risks and avoid excessive design.

Original reprinted by Li Ming (aicken)