Introduction to ITIL & CMDB Learning

Concept of 1.ITIL

ITIL, Information Technology Infrastructure Library, information technology infrastructure repository. ITIL is the most widely recognized approach to global IT service management, providing a comprehensive and consistent set of best practices for IT service management.

ITIL is a process-based approach that provides a framework in which IT departments and end users can define the different levels of service performance they require depending on their affordability. It includes a range of best practices for all IT organizations-regardless of the size of those organizations and what technologies are used. ITIL can be used to create and deliver service management processes, which are easier to accomplish due to the use of services and system management tools.

ITIL is a set of best practice guidelines for IT service management released by the UK government Central Computer and Telecommunications Management Center (CCTA) in the early 1990s. After that, CCTA, based on a series of practices and explorations made by mainstream IT resource management software vendors such as HP, IBM, BMC, CA, Peregrine and so on, summarizes the best practice experience of IT services and forms a process-based approach to standardize IT service levels.

The goal of ITIL is to identify the programs that are really needed for it customers, which are necessary to deliver high-quality, best-fit services, at an acceptable cost. What needs to be managed in IT infrastructure. There are hardware, software, programs, documents, people. ITIL can be used partially or entirely, and is well suited to be used as a foundation for management platforms.

2.10 Key IT Management modules

ITIL has 10 important IT management key modules, namely configuration management, service desk, problem management, change management, software control and release, service management, capacity management, availability management, incident management, cost management.

(1) configuration management (config Management)

The purpose of configuration management is to maintain the configuration records for each IT infrastructure in the configuration Management database (CMDB). The second purpose is to provide a report of the configuration item (CI). This includes some management information such as problem record, change record, version information, status information, relationship information and so on. In actual projects, the CMDB is often considered to be the basis for building other ITIL processes, and the success or failure of the ITIL project is very much related to the successful establishment of the CMDB.

(2) service desk (Help Desk)

The Help desk provides a daily service window for it users. User feedback on IT service dissatisfaction, questions and suggestions, etc. For this reason, the help desk should be an interface window that is easy for users to feedback. The service desk is also a sign-in point for users to use IT services, and their performance represents the quality of services that IT services provide to their customers. The service desk is also responsible for assisting the customer as soon as possible, such as providing guidelines for use, amending, or remedying an incident. The service desk is not responsible for the analysis of unexpected events, this kind of in-depth analysis is a problem management category.

(3) Problem management (problem Management)

The goal of problem management is to identify and remove errors in IT services to maintain a stable IT service.

(4) Change Management (Management)

The purpose of change management is to ensure that there is a standardized way to monitor changes in IT services in order to reduce or eliminate the problems caused by the changes. The so-called "change" refers to a number of actions on IT infrastructure projects created a new state. All changes to the configuration item must be incorporated into the control of change management.

(5) Software control and release (software Control & Distribution)

The purpose of software control and release is to guarantee the security of all software modules to ensure that only the correct version that has been fully tested is authorized to

into the formal operating environment. In order to control the version of the software, we must create a "final Software Library" (definitive SOFTWARELIBRARY;DSL), which may be a physical or logical storage room. In either case, it is a place to store the officially licensed software version.

(6) Services Management (service Management)

The purpose of service management is to allow the service provider and customer to reach a mutually agreed best service agreement at an acceptable cost. This means that service management requires long-term communication between the service provider and the recipient. Service management focuses on service standards from a business perspective, not from an IT perspective. Long-term end-to-end monitoring reports and usage of each component are important, but the quality of service for the enterprise is the focus.

(7) Capacity management (capacity Management)

The purpose of capacity management is to support the optimal efficiency of IT services, primarily in the balancing of operational requirements and IT resources. Simply put, capacity management is to ensure that the right resources are available at the right time, place and at the right cost. It is important for IT departments to make effective use of available resources, and to plan for future requirements for system operations.

(8) Availability management (availability Management)

Availability management guarantees the availability of IT services with the right use of resources, methods and technologies. When business is becoming more and more dependent on it, it must avoid or reduce expected downtime in order to maintain its competitiveness. Availability management in-depth discussion of those resources and measurements is necessary to maintain optimal operational status, hoping to make the use of resources most effective.

(9) Accident Management (contingency Management)

Accidental incident management is the process of managing it and recovering from it, such as the inability to deliver services for some time, which requires moving the work to another system, which should not normally be encountered. We need to develop a plan that will return to normal operation in the face of an IT crisis for a rainy time.

(10) Fee management (cost Management)

Cost management is the cost of providing in-depth understanding, oversight and it recovery operations. This program provides the relevant financial information in order to achieve the highest cost performance. Without cost management, it is difficult to establish a quality of service agreement (Services level Agreement).

The practice of 3.ITIL

ITIL just provides IT infrastructure management a complete set of management methods, different enterprise IT service management solutions are different, how to implement, is the biggest challenge for us. Our thinking is guided by the ITIL methodology, mainly from the "personnel", "technology", "process" three aspects, such as the above diagram, simply say:

Personnel, to re-plan human resources, define roles for different roles according to customer service level requirements, recruit people and deploy ITIL training, and gradually make the standard understood and implemented in all service personnel.

Technical aspects, re-evaluation of the skills requirements of each post, according to the "28" principle, namely: 80% is a simple and repetitive problem, 20% is a difficult problem, distinguish between front-line support and second-line support, to promote the skills of frontline support staff of the comprehensive and second-tier support staff skills in depth, the implementation of targeted training.

Process, HP Service consulting to help us according to the module elements of service management, set up a service flow framework, one by one refine the details of the process, assign job responsibilities, develop different service packages (servicepackage), plan to build a complete service support system platform, the various process rules "curing" To the platform, through the operation of the platform flow to implement the process.

ITIL Standard IT Service management system, as ISO9000 quality Management system, its implementation is a long-term, continuous progress of the system engineering. Aspire Service Management is like a toddler, just beginning, the important is not to go much faster, but to each step to go very practical, stepping in, steady, to get rid of a single, passive "fire brigade" role, to create a preventive, proactive service model, to create high-quality service standards.

4.ITIL Management System

Itop is a system built on ITIL standards and guidelines and is open source freeware. An operation in the Itop management system 100% follows the ITIL specification.

The learning materials are referenced in:

http://suyyzhou.blog.51cto.com/1121237/286302