ITIL Overview

ITIL 最早源自英国的CCTA(Central Communications and Telecom Agency)
3P: People, processes and products
People:

customers ： IT服务的购买者

Users: IT服务的最终使用者

Processes:

Service Support:

Incident Management/Problem Management/Configuration Management/Change Management/Release Management

Service Delivery:

Service Level Management/Financial Management for IT services/Capacity Management/ IT Service Continuity Management/ Availability Management

Each process can be broken down to a series TASKs.

Each task will be executed by a ROLE.

The execution of the role is governed by a set of RULEs.

Each process should have an OWNER.

Process cover WHAT needs to done while procedures cover HOW to do it.

ITSM 的目标：

Create new business opportunities while reducing the Total Cost of Ownership (TCO).

Deming Cycle

Plan

Check

Act

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