ITIL V3 Foundation:Introduction

1. Service Management の定義

  • Service management : A set of specialized organizational capabilities for providing value to customers in the form of services.
  • Service : A means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs or risks.
  • Value : Value is the core of the service concept. From the customer’s perspective,value consists of two core components: utility and warranty. Utility is what the customer receives, and warranty is how it is provided.

2. Service Management Technology

理想的に統合されたサービスマネジメント技術は以下の機能を含めているべきだ。

  • support for all stages of the lifecycle
  • support for the design of services
  • self-help and remote control
  • an integrated Configuration Management System (CMS)
  • technology for discovery/deployment/licensing/diagnostics/reporting
  • dashboards

3. サービスライフサイクル(Service Lifecycle)の五つフェーズ

3.1 サービスストラテジ(Service Strategy)
  • Financial management(財務管理)
  • Service portfolio management(ポートフォリオ管理:サービスの事業価値の明確化、サービスマネジメントへの投資の統制)
  • Demand management(需要管理)
3.2 サービスデザイン(Service Design)
  • Service catalogue management
  • Service level management
  • Capacity management
  • Availability management
  • IT service continuity management
  • Information security management
  • Supplier management
3.3 サービストランジション(Service Transition)
  • Transition planning and support
  • Change management
  • Service asset and configuration management
  • Release and deployment management
  • Service validation and testing
  • Evaluation
  • Knowledge management
3.4 サービスオペレーション(Service Operation)
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Access management
  • Monitoring and control
  • IT operations
  • Service desk
3.5 継続的サービス改善(Continual Service Improvement)
  • The 7-step improvement process (CSI Improvement Process)
  • Service reporting

4. 機能(Function)とプロセス(Process)

  • プロセス(Process) : 特定の達成目標を実現するための一連の活動。
    • process owner : プロセスの成果に対して責任を負う。
    • process manager : プロセスの構成と実現に対して責任を負う。プロセスオーナーに報告。
    • process operatives : 明確された活動に対して責任を負う。プロセス・マネジャーに活動の内容を報告する。
  • 機能(Function): 特定の作業に従事して決められた成果に対して責任を負う専門組織。
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