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首页 IBM的解决方案(英)

IBM的解决方案(英).pdf

IBM的解决方案(英)

frankile
2011-02-21 0人阅读 举报 0 0 暂无简介

简介:本文档为《IBM的解决方案(英)pdf》,可适用于教育、出版领域

IBMGlobalServicesJanuaryIBMandtheITInfrastructureLibraryHowIBMsupportsITILandprovidesITILbasedcapabilitiesandsolutionsIBMandtheITInfrastructureLibraryPageExecutivesummaryIBMpromotesandsupportsITILIBMhasalonghistoryrelatedtoITILdevelopmentIBMconsultingandservicesSkills,assetsandmethodsSolutionapproachDesignImplementationEducationIBMhassuccessfullyappliedITILcapabilitiesforthebenefitofourclientsIBM’sstrategicITILstepsSummaryFormoreinformationContentsExecutivesummaryDoesIBMsupportITILIBMcontributedsignificantlytotheoriginalITInfrastructureLibrary(ITIL),andcontinuestobeadeveloper,revieweranduseroftheITILForexample,mostrecently,IBMledtheprojecttowritethenewApplicationManagementbookThefinaldraftofthisbook,coauthoredbyIBMandMicrosoft,hasjustbeensubmittedtotheOfficeofGovernmentCommerce(OGC)intheUKandisreadyforpublicationDoesIBMhaveITILcapabilitiesIBMGlobalServicesappliesauniquecombinationofskills,assetsandmethodstohelpensurewesuccessfullyapplyourcapabilitiesinimplementingITILbestpracticesinourclients’servicemanagementprogramsIBMhascapturedthebestpracticesandintellectualcapitaldrawnfromclientengagementsworldwideandourownexperienceinrunningglobalinformationtechnology(IT)operationsWeuseourawardwinningAssetWebIntellectualCapitalManagementsystemtohelpensurethatIBMpractitionersaroundtheglobeshareandhaveaccesstoourextensiveITILknowledgeandintellectualcapitalIBMmethodsfeatureindustrybestpracticesonwhichtobuildprojectsThishelpsensureafastprojectstartandastablegroundfortheongoingprojectIBMGlobalServicesappliesauniquesetofskills,assetsandmethodstohelpbuildclients’servicemanagementprogramsTheBusinessTheTechnologyITILPlanningforServiceManagementApplicationManagementTheBusinessPerspectiveInformationandCommunicationTechnologyInfrastructureManagementServiceManagementServiceSupportServiceDeliveryIBMandtheITInfrastructureLibraryPageHighlightsHowcanIBMhelpmeimplementITILIBMInfrastructureandSystemsManagementServicesencompassestheentiresystemsmanagementlifecyclefromeducationtoassessment,strategyanddesign,toimplementationandoperationsIBMhasaproventrackrecordinsuccessfulimplementationofITILbasedsolutionsIBMcan:•EducateyourstaffandmanagethecertificationinITILskills•HelpyouunderstandtheITserviceneedsofyourcustomersanddevelopandmanageyourserviceportfolio•Determinethekeycapabilitiesyourequiretodeliverthoseservicesanddevelopappropriatestrategiesfordevelopingorsourcingthosecapabilities•DesignandimplementtheITILprocesses,beingcertaintoincludeallelementsthatmustbeincorporatedtosupportasuccessfulsolution(measurements,organizationalchange,roles,reportingrequirementsandothergoverningaspects)HowisIBMuniqueintheITServiceManagementmarketplaceIBMoffersasetofprebuiltsolutionsderivedfromthebestpracticesdescribedintheITInfrastructureLibrary,andimplementedontheleadingITILcompatibletoolsTheseprebuiltsolutions,calledIRM(InfrastructureResourceManagement)Acceleratorsolutions,arebaseduponbestofbreedtemplatesThesolutionsincludeaprecustomizedtool(furtherpersonalizedtotheclient’sorganization),jobandroledefinitions,userprocedures,installationaids,measurementsandreportsTheyhaveproventoreduceimplementationtimebyuptopercent,andhaveproventooffervalueintwotothreemonthsIBMoffersasetofprebuiltsolutionsthatcanbeimplementedquicklyandthatdelivervaluewithinthreemonthsIBMandtheITInfrastructureLibraryPageHighlightsIBMpromotesandsupportsITILIBMrecognizesthattheITInfrastructureLibraryisanimportantstandardinprovidingastructuredapproachtoITServiceManagementITILisanonproprietarysetofdefinitions,witheducationandcertificationavailablefromavarietyofsourcesConsequently,manyITprovidersembraceitasthefoundationforelementsoftheirITmanagementsystem,particularlyITServiceManagementIBMhasbeenanactiveparticipantinthedevelopmentandenhancementoftheITILdocuments,andhasplayedanimportantroleinhelpingITILreachitscurrentlevelofmaturityIBMisalsoactiveinorganizationssuchastheITServiceManagementForum(itSMF)thatseekstopromoteITILandeffectiveservicemanagementInmostcountrieswhereitSMFhasanationalchapter,IBMisanactivememberIBMhasalonghistoryrelatedtoITILdevelopmentIBMhasbeenandcontinuestobeadeveloper,revieweranduseroftheITInfrastructureLibraryIntheearlys,IBMdocumentedtheoriginalSystemsManagementconceptsinafourvolumeseriescalledAManagementSystemforInformationSystemsThesewidelyaccepted“yellowbooks,”alongwitheducationandexpertiseprovidedbyIBM,werekeyinputstotheoriginalsetofITILbooksSincethen,IBMServiceManagementimplementationexperiencethatwasgainedduringthesandearlyscontributedideastotheongoingdevelopmentoftheITILbooksIBMhasplayedanimportantroleinhelpingITILreachitscurrentlevelofmaturityIBMandtheITInfrastructureLibraryPageHighlightsIBMhasbeenanactiveparticipantinreviewingthecontentofthenewversionsoftheServiceDeliveryandServiceSupportITILbooksAspartofthiseffort,IBMrecentlyreviewedthedraftversionpriortofinalreleaseofthenewITILHandbookMostrecently,IBMledtheprojecttowritethenewApplicationManagementbookThefinaldraftofthisbook,coauthoredbyIBMandMicrosoft,hasjustbeensubmittedtotheOGCintheUKandisreadyforpublicationAlso,IBMisinvolvedinqualityassuranceofthenewITILpublicationPlanningtoImplementServiceManagementIn,IBMconsultingandservicespersonneldevelopedacomprehensivecorrespondencecourseonITServiceManagement,embodyingthesupportingITILconceptsThecourse,titled“ITServiceManagementDevelopingandMaintainingaProfessionalITServiceManagementOrganization,”presentstopicsthatarecurrentlyattheforefrontofITServiceManagementThecourseisnowavailablethroughtheInternationalManagementForum(IMF)AsaworldwideproviderofITILexaminations,EXIN(ExaminationInstituteforInformationScience)contributestotheoveralldevelopmentofITILskillsandexpertiseIBMcurrentlyhassevenEXINcertifiedITILservicemanagementinstructors,whoarealsoaccreditedtoreviewexamsDeliverITServicesSupportITServicesTheBusinessPerspectiveManagingApplicationsManagingtheInfrastructureIBMconsultingandservicespersonnelhavehelpedtowritekeyITILpublicationsaswellasdevelopcoursesontopicscurrentlyattheforefrontofITServiceManagementIBMandtheITInfrastructureLibraryPageHighlightsIBMconsultingandservicesuseprovenapproachestothemanyphasesofservicemanagementimprovementprogramsTheroadmapforIBMServiceManagementConsultingandDesignServicesistheIBMSystemsManagementSolutionLifecycleThislifecycleleadsyouthroughthefourphasesofimplementingITServiceManagement)selecting,)designingand)implementingthestrategicsolutionand)deliveringservicesPhaseImplementtheSolutionDetailDesignDevelopDeployPhaseDeliverServiceOperationManageDeliveryPhaseDesigntheSolutionApproachAssessmentStrategySolutionSelectionPhaseDesigntheSolutionArchitectureDataProcessesOrganizationHighlevelDesignTheIBMSystemsManagementSolutionLifecycleprovidesabestpracticesbasedroadmapforimplementingacomprehensive,integratedITServiceManagementsolutionIBMandtheITInfrastructureLibraryPageHighlightsTheIBMSystemsManagementSolutionLifecycleoffersabestpracticesapproach,deliveringseamless,endtoendsystemsmanagementsolutionsThelifecycleencompassesmethods,knowledge,dataandanalyticsThislifecyclecloselymirrorstheITILrecommendedProcessDeliveryMethodology)ProcessAssessment,)ProcessImprovementDefinition)AnalysisDesignand)PilotDeploymentTheIBMapproachfurtherextendsthismodeltohelpensurethatweprovideafullyintegratedandcomprehensivesolutiononethataddressesthevariousaspectsofprocess,organizationandtoolsIBMInfrastructureandSystemsManagementServicesencompasstheentiresystemsmanagementlifecyclefromassessment,strategyanddesign,toimplementationandoperationsOurprofessionalshavetheexpertise,provenmethodologiesandtoolstohelpyouplan,deploy,optimizeandmanagethecomplex,multivendorITsystemsinfrastructurethatenablesyourebusinessapplicationsSkills,assetsandmethodstoimplementITILsolutionsIBMGlobalServicesappliesauniquecombinationofskills,assetsandmethodstohelpensurewesuccessfullyapplyourcapabilitiesinimplementingITILbestpracticesinourclients’servicemanagementprogramsSkills:IBMprofessionalshaveextensiveexperienceinthemanyaspectsofsystemsandservicemanagementTheglobalbreadthanddepthofthoseskillsmeanweareideallypositionedtohelpourclientsinthisfieldIBMisactivelyusingtheITILeducationcurriculumtotrainandcertifyappropriateservicespersonnelinservicemanagementskillsandhowtoapplytheminclientenvironmentsIBMandtheITInfrastructureLibraryPageHighlightsAssets:IBMhascapturedthebestpracticesandintellectualcapitaldrawnfromclientengagementsworldwideandourownexperienceinrunningglobalIToperationsWeuseourawardwinningAssetWebIntellectualCapitalManagementsystemtohelpensurethatIBMpractitionersaroundtheglobeshareandhaveaccesstoourextensiveITILknowledgeandintellectualcapitalThisincludessharingexperiencesinplanning,designingandimplementingITILbasedengagementsconductedworldwideMethods:IBMSystemsManagementConsultingandDesignServicesmethodologiesarebasedonyearsofpracticalexperiencesolvingclientproblemsTheyprovideindustrybestpracticesonwhichtobuildyourprojectsThishelpsenableafastprojectstartandastablegroundfortheongoingprojectTheIBMmethodsaremodularandconfigurabletotheindividualneedsofdifferentprojectsPleaseseeibmcomservicesismconsultingformoreinformationontheSolutionLifecycleapproachAssetsMethodsSkillsBasedonyearsofpracticalexperiencesolvingclientproblems,IBMmethodologiescanbeconfiguredtomeettheindividualneedsofyourprojectIBMandtheITInfrastructureLibraryPageHighlightsSolutionapproachIBMcanprovideITILskilledpractitionerstoassessyourITcapabilitiesandtocreatetheappropriateservicemanagementstrategyAstheglobalmarketplacecontinuestoexpandandtherelianceonWeb,wiredandwirelessdevicesincreases,theinformationtechnologyinfrastructureofebusinesshasbecomeamissioncriticalcomponentoftheglobalenterpriseIBMprovidesservicesto:•HelpyouunderstandtheITserviceneedsofyourcustomers•Developandmanageyourserviceportfolio•Determinethekeycapabilitiesyourequiretodeliverthoseservices•DevelopappropriatestrategiesfordevelopingorsourcingthosecapabilitiesUnderstandingcustomerwantsandneedsprovidesanoutsideinviewofwhatcustomersvaluefromoutcomeswithbusinessproducts,servicesandprocesses,andwhatwillimpacttheirbuyinghabits,loyaltyandsatisfactionInaddition,itcanalsohelpidentifygaps,weaknessesormisconceptionsthatneedtobeaddressedthroughredesignofproductsorservicesThesecustomerwantsandneedssubsequentlybecomethedesignpointsforvaluepropositionsthatcanbeoffered,aswellasforthecapabilitiesandenablersneededtodeliverandsupportthevaluepropositionsIBMGlobalServicesmethodsprovidedetailedtechniquesthatmaybeusedtoidentifythecustomerandtheirwantsandneedsThemethodsexplicitlyfocusonthe“momentsoftruth”betweenthecustomerandproviderandthevaluepropositionsnecessarytodeliverthecustomerwantsandneedsUnderstandingyourcustomers’wantsandneedsprovidesinsightintohowyourvaluepropositionsandtheITinfrastructurerequiredtosupportthemshouldbedesignedIBMandtheITInfrastructureLibraryPageHighlightsBasedonasolidunderstandingandappreciationofthecustomers’wantsandneedsandoftheservicestheyvalue,weareabletodefineaportfolioofITservicesthatwilladdressthoseneedsBasedonthistargetportfolio,wecanthenprioritizeservicesanddevelopplanstoimprovecurrentservicesorprovidenewonesAnITservicesportfolio,prioritizedagainstdimensionssuchasstrategicvaluetothecompany,canprovideguidanceonwhereITinvestmentsshouldbedirectedTheITorganizationcanthenfocusondevelopingthecompetenciesandcapabilitiesitneedstodeliverthoseservicesThus,resourcescanberedeployedinamannerthatoptimizesthevaluetothebusinessIBMcanhelpyoucreateanITservicesportfoliotoguideyourITinvestmentsCustomerNeedsWantsITCapabilitiesITServicesSupporting:•OrganizationalElements•ITProcesses•MeasuresRewardsCulturesIBMandtheITInfrastructureLibraryPageHighlightsITorganizationstodayarebeingaskedtodomore,butwiththesameorlessresourcesGiventhefiniteresourcesandfundingavailable,ITorganizationsneedtoconcentrateonwheretheycanaddthemostvaluetothebusinessThismaymeanrationalizingservicesofferedtoITcustomers,withdrawingsomeservicesorconsideringalternativesourcingarrangementsTheyneedtoconsidernotonlythedirectcostsbutalsotheopportunitycostsofprovidingeachserviceIncidentManagementProblemManagementChangeManagementServiceLevelManagementCapacityManagementFinancialManagementConfigurationManagementReleaseManagementAvailabilityManagementITServiceManagementProcessMaturityTargetCurrentInitialFocusIBMandtheITInfrastructureLibraryPageHighlightsIdentifyingtheserviceswhereinternalITorganizationsaddthemostvaluetothebusinessiskeytodeterminingcorecompetenciesCorecompetenciescanthenbedefinedonthebasisofvalueaddtothebusinessratherthanwhattheITorganizationdoesbesttodayPleaseseeibmcomservicesismformoreinformationonIBMconsultingservicesDesignIBMcanprovideITILskilledpractitionerstointegratethecriticalmanagementelementsintoacomprehensivesolutionToday’sebusinessrequiresmissioncriticalsystemstobeavailablearoundtheclockIBMSystemsManagementConsultingandDesignServicesisdesignedtointegratethecriticalelementsofservicemanagementprocesses,tools,dataandhumanresourcestoprovideaconstructfordailymonitoringandmaintenanceofITsystemstodeliverimprovedperformanceandreliabilityServicemanagementsolutionsshouldtailorITILconceptsandbestpracticesinformationtosuittheneedsofeachindividualclient,andincorporatethefollowingelementstohelpensuresuccess:•Specificmeasurementsfortheprocessesandservices,topromoteachievementofreturnoninvestments•Techniquestoplanandmanageprocessdeployment,totakeadvantageofquickwinsandtoplanforintegratingservicesdeliveryorganizations•Facilitationoforganizationalchange,toensureunderstandingandacceptanceofthesolutionsbystaffIdentifyingwhereyourITorganizationaddsthemostvalueiskeytodeterminingitscorecompetenciesandhenceoptimizingyourITresourcesIBMandtheITInfrastructureLibraryPageHighlights•Analysisandplanningofessentialskillsrequiredforperformingtheimprovedservicemanagementpractices•Definitionoftherequiredreportingrequirementsforthesolution,tobeabletocommunicatesuccessesandanalyzeopportunitiesforimprovements•Assignmentofgovernancerolesandelementstopromoteclarityofresponsibilitiesandunderstandingofthecontributionofservicemanagementsolutionstothebusiness•Definitionofinterfacesandhandoffstootherprocessestoreduceduplicationofefforts•Developmentofaservicecultureinwhichemployeesexhibitappropriatebehaviorsandattitudesintheirdealingswithcustomers•InvolvementofservicedeliverypartnersincreatingproductandservicessolutionstothebenefitsofyourbusinessPleaseseeibmcomservicesfullservicehtmlformoreinformationonthebroadrangeofIBMIntegratedTechnologyServicesImplementationIBMprovidesimplementationassistanceandprebuiltITILalignedsolutionsforservicemanagementDuringimplementationweverifythattheITILconceptsandbestpracticesareputtoworkforthebenefitofourclientsTheoverallobjectiveistopromotetheachievementofreturnsexpectedfrominvestmentinserviceimprovementprogramsIBMandtheITInfrastructureLibraryPageHighlightsIBMhasdevelopedauniqueprogramtosupportrapiddeploymentofstandardITILprocessesandproductsOuryearsofexperiencedealingwithclientstoaddressITmanagementhasshownthatsuccessfulsolutionsarebuiltuponacommonfoundationanintegratedInfrastructureResourceManagement(IRM)solutionAspartoftheIBMInfrastructureResourceManagementServicesoffering,theIRMAcceleratorisasetofprebuiltsolutionsderivedfromthebestpracticesdescribedintheITInfrastructureLibrary,andimplementedonleadingITILcompatibletoolsSomeoftheseITILbasedsolutionshavebeendevelopedwithIBMclientsIBMhasdefinedtheprocessesandthecustomizedrespectedvendorproductstoenablethoseprocessesDemandManagementServiceDeliveryPerformanceManagementServiceLevelManagementEndUserIncidentManagementServiceSupportConfigurationManagementServiceEntryPoint(SEP)ManagedOperationsITInfrastructureProblemManagementChangeManagementReleaseManagementSEPSEPCapacityManagementAvailabilityManagementFinancialManagementBusinessContinuitySecurityRepairedConfigurationItemIncidentDataRequestforChangeNewVersionConfigurationItemSource:QuintWellingtonRedwoodandPTTTelecomIBMAcceleratorsolutionssupportrapiddevelopmentofstandardITILprocessesandproductsIBMandtheITInfrastructureLibraryPageHighlightsThecurrentIRMAcceleratorconsistsofIncident,Problem,ChangeandConfigurationManagementsolutionsalignedwithITILbestpracticesTheIRMAcceleratoroffersprebuiltsolutionsbaseduponbestofbreedtemplatesThesolutionsincludeaprecustomizedtool(furtherpersonalizedtotheclient’sorganization),jobandroledefinitions,userprocedures,installationaids,measurementsandreportsInsummary:•

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