【IBM的解决方案(英).】

IBM Global Services January 2002 IBM and the IT Infrastructure Library. How IBM supports ITIL and provides ITIL-based capabilities and solutions IBM and the IT Infrastructure Library. Page 2 2 Executive summary 4 IBM promotes and supports ITIL 4 IBM has a long history related to ITIL development 6 IBM consulting and services 7 Skills, assets and methods 9 Solution approach 12 Design 13 Implementation 18 Education 19 IBM has successfully applied ITIL capabilities for the benefit of our clients 21 IBM’s strategic ITIL steps 23 Summary 23 For more information Contents Executive summary Does IBM support ITIL? IBM contributed signifi cantly to the original IT Infrastructure Library (ITIL), and continues to be a developer, reviewer and user of the ITIL. For example, most recently, IBM led the project to write the new Application Management book. The fi nal draft of this book, coauthored by IBM and Microsoft, has just been submitted to the Offi ce of Government Commerce (OGC) in the U.K. and is ready for publication. Does IBM have ITIL capabilities? IBM Global Services applies a unique combination of skills, assets and meth- ods to help ensure we successfully apply our capabilities in implementing ITIL best practices in our clients’ service management programs. IBM has captured the best practices and intellectual capital drawn from client engagements worldwide and our own experience in running global information technology (IT) operations. We use our award-winning AssetWeb Intellectual Capital Man- agement system to help ensure that IBM practitioners around the globe share and have access to our extensive ITIL knowledge and intellectual capital. IBM methods feature industry best practices on which to build projects. This helps ensure a fast project start and a stable ground for the ongoing project. IBM Global Services applies a unique set of skills, assets and methods to help build clients’ service management programs. Th e Bu si ne ss Th e Te ch no lo gy ITIL—Planning for Service Management Application Management The Business Perspective Information and Communication Technology Infrastructure Management Service Management Service Support Service Delivery IBM and the IT Infrastructure Library. Page 3 Highlights How can IBM help me implement ITIL? IBM Infrastructure and Systems Management Services encompasses the entire systems management lifecycle—from education to assessment, strategy and design, to implementation and operations. IBM has a proven track record in successful implementation of ITIL-based solutions. IBM can: • Educate your staff and manage the certifi cation in ITIL skills • Help you understand the IT service needs of your customers and develop and manage your service portfolio • Determine the key capabilities you require to deliver those services and develop appropriate strategies for developing or sourcing those capabilities • Design and implement the ITIL processes, being certain to include all elements that must be incorporated to support a successful solution (mea- surements, organizational change, roles, reporting requirements and other governing aspects). How is IBM unique in the IT Service Management marketplace? IBM offers a set of prebuilt solutions derived from the best practices described in the IT Infrastructure Library, and implemented on the leading ITIL- compatible tools. These prebuilt solutions, called IRM (Infrastructure Resource Management) Accelerator solutions, are based upon best-of-breed templates. The solutions include a precustomized tool (further personalized to the client’s organization), job and role defi nitions, user procedures, installation aids, measurements and reports. They have proven to reduce implementation time by up to 80 percent, and have proven to offer value in two to three months. IBM offers a set of prebuilt solutions that can be implemented quickly and that deliver value within three months. IBM and the IT Infrastructure Library. Page 4 Highlights IBM promotes and supports ITIL IBM recognizes that the IT Infrastructure Library is an important standard in providing a structured approach to IT Service Management. ITIL is a nonproprietary set of defi nitions, with education and certifi cation available from a variety of sources. Consequently, many IT providers embrace it as the foundation for elements of their IT management system, particularly IT Service Management. IBM has been an active participant in the development and enhancement of the ITIL documents, and has played an important role in helping ITIL reach its current level of maturity. IBM is also active in organizations such as the IT Service Management Forum (itSMF) that seeks to promote ITIL and effective service management. In most countries where itSMF has a national chapter, IBM is an active member. IBM has a long history related to ITIL development IBM has been and continues to be a developer, reviewer and user of the IT Infrastructure Library. In the early 1980s, IBM documented the original Systems Management concepts in a four-volume series called A Management System for Information Systems. These widely accepted “yellow books,” along with education and expertise provided by IBM, were key inputs to the original set of ITIL books. Since then, IBM Service Management implementation experience that was gained during the 1980s and early 1990s contributed ideas to the ongoing development of the ITIL books. IBM has played an important role in helping ITIL reach its current level of maturity. IBM and the IT Infrastructure Library. Page 5 Highlights IBM has been an active participant in reviewing the content of the new versions of the Service Delivery and Service Support ITIL books. As part of this effort, IBM recently reviewed the draft version prior to fi nal release of the new ITIL Handbook. Most recently, IBM led the project to write the new Application Management book. The fi nal draft of this book, coauthored by IBM and Microsoft, has just been submitted to the OGC in the U.K. and is ready for publication. Also, IBM is involved in quality assurance of the new ITIL publication Planning to Implement Service Management. In 2000, IBM consulting and services personnel developed a comprehensive correspondence course on IT Service Management, embodying the supporting ITIL concepts. The course, titled “IT Service Management—Developing and Maintaining a Professional IT Service Management Organization,” presents topics that are currently at the forefront of IT Service Management. The course is now available through the International Management Forum (IMF). As a worldwide provider of ITIL examinations, EXIN (Examination Institute for Information Science) contributes to the overall development of ITIL skills and expertise. IBM currently has seven EXIN-certifi ed ITIL service manage- ment instructors, who are also accredited to review exams. Deliver IT Services Support IT Services The Business Perspective Managing Applications Managing the Infrastructure IBM consulting and services personnel have helped to write key ITIL publications as well as develop courses on topics currently at the forefront of IT Service Management. IBM and the IT Infrastructure Library. Page 6 Highlights IBM consulting and services use proven approaches to the many phases of service management improvement programs The roadmap for IBM Service Management Consulting and Design Services is the IBM Systems Management Solution Lifecycle. This lifecycle leads you through the four phases of implementing IT Service Management— 1) selecting, 2) designing and 3) implementing the strategic solution and 4) delivering services. Phase 3 Implement the Solution Detail Design Develop Deploy Phase 4 Deliver Service Operation Manage Delivery Phase 1 Design the Solution Approach Assessment Strategy Solution Selection Phase 2 Design the Solution Architecture Data Processes Organization High-level Design The IBM Systems Management Solution Lifecycle provides a best-practices-based road- map for implementing a comprehensive, integrated IT Service Management solution. IBM and the IT Infrastructure Library. Page 7 Highlights The IBM Systems Management Solution Lifecycle offers a best-practices approach, delivering seamless, end-to-end systems management solutions. The lifecycle encompasses methods, knowledge, data and analytics. This lifecycle closely mirrors the ITIL-recommended Process Delivery Methodology—1) Process Assessment, 2) Process Improvement Defi nition 3) Analysis & Design and 4) Pilot Deployment. The IBM approach further extends this model to help ensure that we provide a fully integrated and comprehensive solution—one that addresses the various aspects of process, organization and tools. IBM Infrastructure and Systems Management Services encompass the entire systems management lifecycle—from assessment, strategy and design, to implementation and operations. Our professionals have the expertise, proven methodologies and tools to help you plan, deploy, optimize and manage the complex, multivendor IT systems infrastructure that enables your e-business applications. Skills, assets and methods to implement ITIL solutions IBM Global Services applies a unique combination of skills, assets and meth- ods to help ensure we successfully apply our capabilities in implementing ITIL best practices in our clients’ service management programs. Skills: IBM professionals have extensive experience in the many aspects of systems and service management. The global breadth and depth of those skills mean we are ideally positioned to help our clients in this fi eld. IBM is actively using the ITIL education curriculum to train and certify appropriate services personnel in service management skills and how to apply them in client environments. IBM and the IT Infrastructure Library. Page 8 Highlights Assets: IBM has captured the best practices and intellectual capital drawn from client engagements worldwide and our own experience in running global IT operations. We use our award-winning AssetWeb Intellectual Capital Man- agement system to help ensure that IBM practitioners around the globe share and have access to our extensive ITIL knowledge and intellectual capital. This includes sharing experiences in planning, designing and implementing ITIL-based engagements conducted worldwide. Methods: IBM Systems Management Consulting and Design Services method- ologies are based on years of practical experience solving client problems. They provide industry best practices on which to build your projects. This helps enable a fast project start and a stable ground for the ongoing project. The IBM methods are modular and confi gurable to the individual needs of different projects. Please see ibm.com/services/ism/consulting/ for more information on the Solution Lifecycle approach. Assets Methods Skills Based on years of practical experience solving client problems, IBM methodologies can be configured to meet the individual needs of your project. IBM and the IT Infrastructure Library. Page 9 Highlights Solution approach—IBM can provide ITIL-skilled practitioners to assess your IT capabilities and to create the appropriate service management strategy As the global marketplace continues to expand and the reliance on Web, wired and wireless devices increases, the information technology infrastructure of e-business has become a mission-critical component of the global enterprise. IBM provides services to: • Help you understand the IT service needs of your customers • Develop and manage your service portfolio • Determine the key capabilities you require to deliver those services • Develop appropriate strategies for developing or sourcing those capabilities. Understanding customer wants and needs provides an outside-in view of what customers value from outcomes with business products, services and processes, and what will impact their buying habits, loyalty and satisfaction. In addition, it can also help identify gaps, weaknesses or misconceptions that need to be addressed through redesign of products or services. These customer wants and needs subsequently become the design points for value propositions that can be offered, as well as for the capabilities and enablers needed to deliver and support the value propositions. IBM Global Services methods provide detailed techniques that may be used to identify the customer and their wants and needs. The methods explicitly focus on the “moments of truth” between the customer and provider and the value propositions necessary to deliver the customer wants and needs. Understanding your customers’ wants and needs provides insight into how your value propositions— and the IT infrastructure required to support them—should be designed. IBM and the IT Infrastructure Library. Page 10 Highlights Based on a solid understanding and appreciation of the customers’ wants and needs and of the services they value, we are able to defi ne a portfolio of IT services that will address those needs. Based on this target portfolio, we can then prioritize services and develop plans to improve current services or provide new ones. An IT services portfolio, prioritized against dimensions such as strategic value to the company, can provide guidance on where IT investments should be directed. The IT organization can then focus on developing the competencies and capabilities it needs to deliver those services. Thus, resources can be redeployed in a manner that optimizes the value to the business. IBM can help you create an IT services portfolio to guide your IT investments. Customer Needs/Wants IT Capabilities IT Services Supporting: • Organizational Elements • IT Processes • Measures/Rewards/Cultures IBM and the IT Infrastructure Library. Page 11 Highlights IT organizations today are being asked to do more, but with the same or less resources. Given the fi nite resources and funding available, IT organizations need to concentrate on where they can add the most value to the business. This may mean rationalizing services offered to IT customers, withdrawing some services or considering alternative sourcing arrangements. They need to consider not only the direct costs but also the opportunity costs of providing each service. In ci d en t M an ag em en t P ro b le m M an ag em en t C ha ng e M an ag em en t S er vi ce -L ev el M an ag em en t C ap ac ity M an ag em en t Fi na nc ia l M an ag em en t C on fig ur at io n M an ag em en t R el ea se M an ag em en t A va ila b ili ty M an ag em en t IT S er vi ce M an ag em en t 0 1 2 3 4 5 Process Maturity TargetCurrentInitialFocus IBM and the IT Infrastructure Library. Page 12 Highlights Identifying the services where internal IT organizations add the most value to the business is key to determining core competencies. Core competencies can then be defi ned on the basis of value-add to the business rather than what the IT organization does best today. Please see ibm.com/services/ism/ for more information on IBM consulting services. Design—IBM can provide ITIL-skilled practitioners to integrate the critical management elements into a comprehensive solution Today’s e-business requires mission-critical systems to be available around the clock. IBM Systems Management Consulting and Design Services is designed to integrate the critical elements of service management—processes, tools, data and human resources—to provide a construct for daily monitoring and maintenance of IT systems to deliver improved performance and reliability. Service management solutions should tailor ITIL concepts and best practices information to suit the needs of each individual client, and incorporate the following elements to help ensure success: • Specifi c measurements for the processes and services, to promote achieve- ment of return on investments • Techniques to plan and manage process deployment, to take advantage of quick wins and to plan for integrating services delivery organizations • Facilitation of organizational change, to ensure understanding and accep- tance of the solutions by staff Identifying where your IT organization adds the most value is key to determining its core competencies and hence optimizing your IT resources. IBM and the IT Infrastructure Library. Page 13 Highlights • Analysis and planning of essential skills required for performing the improved service management practices • Defi nition of the required reporting requirements for the solution, to be able to communicate successes and analyze opportunities for improvements • Assignment of governance roles and elements to promote clarity of respon- sibilities and understanding of the contribution of service management solutions to the business • Defi nition of interfaces and handoffs to other processes to reduce duplication of efforts • Development of a service culture in which employees exhibit appropriate behaviors and attitudes in their dealings with customers • Involvement of service delivery partners in creating product and services solutions to the benefi ts of your business. Please see ibm.com/services/fullservice.html for more information on the broad range of IBM Integrated Technology Services. Implementation—IBM provides implementation assistance and prebuilt ITIL-aligned solutions for service management During implementation we verify that the ITIL concepts and best practices are put to work for the benefi t of our clients. The overall objective is to promote the achievement of returns expected from investment in service improvement programs. IBM and the IT Infrastructure Library. Page 14 Highlights IBM has developed a unique program to support rapid deployment of standard ITIL processes and products. Our years of experience dealing with clients to address IT management has shown that successful solutions are built upon a common foundation—an integrated Infrastructure Resource Management (IRM) solution. As part of the IBM Infrastructure Resource Management Services offering, the IRM Accelerator is a set of prebuilt solutions derived from the best practices described in the IT Infrastructure Library, and implemented on leading ITIL-compatible tools. Some of these ITIL-based solutions have been developed with IBM clients. IBM has defi ned the processes and the customized respected vendor products to enable those processes. Demand Management Service Delivery Performance Management Service-Level Management End User Incident Management Service Support Configuration Management Service Entry Point (SEP) Managed Operations IT Infrastructure Problem Management Change Management Release Management SEP SEP Capacity Management Availability Management Financial Management Business Continuity Security Repaired Configuration Item Incident Data Request for Change New Version Configuration Item Source:Quint Wellington Redwood and PTT Telecom IBM Accelerator solutions support rapid development of standard ITIL processes and products. IBM and the IT Infrastructure Library. Page 15 Highlights The current IRM Accelerator consists of Incident, Problem, Change and Confi guration Management solutions aligned with ITIL best practices. The IRM Accelerator offers prebuilt solutions based upon best-of-breed tem- plates. The solutions include a precustomized tool (further personalized to the client’s organization), job and role defi nitions, user procedures, installation aids, measurements and reports. In summary: •