ITIL V3 Study Notes (2)

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标签: CSI   ITIL   ITSM   SD   SO   SS   ST   v3  

这就是全新的ITIL v3的模型个人觉得吧ITIL四个字母放在中间不如把Service放在中间,原因很简单,所有流程和原则都是围绕服务展开,V3是一个关于服务生命周期管理的最好实践集合。

不管你是否学过ITIL v3,你需要了解的核心基本概念包括:Good practices, service, service management, function, roles, process, process model, RACI, generic roles。 想初步了解这些概念的话可以先看看ITIL V3的术语表。上图是一个最高level模型,告诉了V3的架构,要进一步细化的话,下面的这张图是我见过的最能说清楚整体框架,并且能点到为止的模型图。如果你觉得这个图形还是过于复杂,理解起来还有些困难的话,你需要看看下面的内容。下面是我整理的ITIL v3 概念快速参考:大流程套小流程Service Strategy// Service strategy, demand management, service portfolio management, financial management  共4个流程Service Design// service level management, service catalogue management, availability management, information security management, supplier management, capacity management, it service continuity management 共7个流程Service Transition// change management, service asset and configuration management, release deployment management  共3个流程Service Operation// Event management, incident management, request fulfillment, problem management, assess management, [functions] service desk, technical management, it operations management, application management  共5个流程加4个职能,术语表中也吧Function翻译成功能,我觉得不妥,职能应该更贴切一点。Continual service improvement// 7-step improvement  共1个流程所以v3一共是20个流程加四个职能。比较一下V2,V2有10个流程和一个职能,内容增加了一倍。如果系统的学习的话最好还是上一个正规的培训。现在正规的v3培训也不贵,而且一般认证考试也不难。V3和V2主要的不同点

  1. 对service的重新定义
  2. **对Service management ****的重新定义 **
  3. 更强调processes是****闭环系统
  4. ITIL从此进入Good practice时代
  5. Generic Roles概念 : process owner, service owner, process manager
SRE Foundation 招生简章

See Also