IBM Global Services
January 2002
IBM and the IT Infrastructure Library.
How IBM supports ITIL and provides ITIL-based capabilities
and solutions
结易思然顾问资料 www.jecio.com
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
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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
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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.
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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.
结易思然顾问资料 www.jecio.com
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.
结易思然顾问资料 www.jecio.com
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.
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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.
结易思然顾问资料 www.jecio.com
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.
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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.
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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
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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.
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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.
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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.
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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.
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IBM and the IT Infrastructure Library.
Page 15
Highlights
The current IRM Accelerator consists of Incident, Problem, Change and
Confi guration Managem
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