책상정리 #6-ITIL

SI 프로젝트의 프로세스에 대한 공부는 많이 했지만, SM과 운영에 대한 방법은 달봉이가 시험 공부를 하면서 처음으로 접하게 됐다. ITIL( Information Technology Infrastructure Library)은 IT 시스템(서비스)을 운영하는데 도움이 되는 practice들의 모음으로써 현재는 거의 표준처럼( de facto) 사용되고 있다.

ITSM LIBRARY

Foundations of IT Service Management based on ITIL V3

1 Introduction

   1.1 Background

   1.2 Why this book

   1.3 Organizations

   1.4 Differences with previous editions

   1.5 Structure of the book

   1.6 How to use this book

PART 1 THE ITIL SERVICE LIFECYCLE

2 Introduction to the Service Lifecycle

   2.1 Introduction to ITIL

   2.2 IT Governance

   2.3 Organizational maturity

   2.4 Benefits and risks of ITSM frameworks

   2.5 Service Lifecycle: concept and overview

n Lifecycle Phase: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement

   n.1 Introduction

   n.2 Basic concepts

   n.3 Processes and other activities

   n.4 Organization

   n.5 Methods, techniques and tools

   n.6 Implementation

PART 2 FUNCTIONS AND PROCESSES

8 Introduction to Functions and Processes

   8.1 Introduction

   8.2 Management of processes

   8.3 Teams, roles and positions in ITSM

   8.4 Tools used in ITSM

   8.5 Communication in IT service organizations

   8.6 Culture

   8.7 Processes, projects, programs and portfolios

   8.8 Functions and processes in the lifecycle phases

9 Functions and Processes in Service Strategy

   9.1 Financial Management

   9.2 Service Portfolio Management(SPM)

   9.3 Demand Management

10 Functions and Processed in Service Design

   10.1 Service Catalogue Management

   10.2 Service Level Management

   10.3 Capacity Management

   10.4 Availability Management

   10.5 IT Service Continuity Management

   10.6 Information Security Management

   10.7 Supplier Management

11 Functions and Processes In Service Transition

   11.1 Transition Planning and Support

   11.2 Change Management

   11.3 Service Asset and Configuration Management

   11.4 Release and Deployment Management

   11.5 Service Validation and Testing

   11.6 Evaluation

   11.7 Knowledge Management

12 Functions and Processed in Service Operation

   12.1 Event Management

   12.2 Incident Management

   12.3 Request Fulfillment

   12.4 Problem Management

   12.5 Access Management

   12.6 Monitoring and Control

   12.7 IT Operations

   12.8 Service Desk

13 Functions and Processes in Continual Service Improvement

   13.1 CSI Improvement Process

   13.2 Service Reporting