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ITIL w zastosowaniu – IBM Tivoli Unified

process

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IBM Polska

e–mail: [e-mail]

Abstrakt

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1. Wprowadzenie

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Rys. 1. IBM Tivoli Unified Process – logo

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dokonaniu rejestracji) ze strony

http://www-306.ibm.com/software/tivoli/features/it-serv-mgmt/

.

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ITUP stanowi dobry punkt startu.

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IBM PRM-IT

IBM Process Reference Model for IT

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towany przez IBM w oparciu o

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Procesy ITIL’a z obszarów Service Delivery i Service Support

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Role definitions, responsibilities, and resources

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Tool Mentors

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Scenarios

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3. IBM PRM-IT

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ce Management

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rzo

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180

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Rys. 2. Model procesów IBM PRM-IT – schemat ogólny

3.1 Obszary i procesy modelu PRM-IT

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IT Administration

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proce

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Asset Management

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Financial Management

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Knowledge Management

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Service Pricing and Contract Administration

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Supplier Relationship Management

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Workforce Management

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Customer Relationship

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odpowiednie pozycjonowanie na rynku potencjalnych Klientów.

ITIL w zastosowaniu – IBM Tivoli Unified process

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Service Level Management

Monitorowanie i kontrola Service Level Agreement

Customer Satisfaction Management

Mierzenie i monitorowanie poziomu zadowolenia klienta

Service Marketing and Sales

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Stakeholders Requirements Managements

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IT Directions

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Architecture Management

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dardów IT w zgodnie z rozwojem biznesu.

IT Portfolio Management

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IT Research and Innovation

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organizacji zgodnie z kierunkami biznesu.

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IT Management System

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IT Management System Design,

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IT Management System Evaluation

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work

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IT Management System Operation

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IT Operational Service

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Data and Storage Management

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Event Management

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Service Execution

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User Contact Management

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IT Resilience

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Availability Management

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Capacity Management

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Compliance Management

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IT Service Continuity Management

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Security Management

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Solution Deployment

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Configuration Management

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Release Management

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ITIL w zastosowaniu – IBM Tivoli Unified process

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Sulution Requirements

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Solution Analysis and Design

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Solution Build

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Solution Acceptance

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– KPIs (Key Performance Indicators)
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184

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Rys. 3. Schemat procesu Configuration Management

4. Mapowania

ITUP dostarcza mapowania procesów PRM-IT na inne standardy takie jak:
– CMMI (Capability Maturity Model Integration)
– CobiT (Control Objectives for Information and related Technology)
– eTOM (The Enhanced Telecom Operations Map)
– ISO 17799
– ITIL (Information Technology Infrastrucure Library)
– RUP (Rationa Unified Process)
– Six Sigma

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4.1 Mapowanie PRM-IT – ITIL

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ITIL

Obszar – Proces

PRM-IT

Obszar – Proces

Service Support – Incident Management

IT Operational Services – Incident Management

IT Operational Services – User Contact Management

Service Support – Problem Management

IT Operational Services – Problem Management

Service Support – Change Management

Solution Deployment – Change Management

Service Support – Release Management

Solution Deployment – Release Management

Service Support – Configuration Management

Solution Deployment – Configuration Management

Service Delivery – Service Level Management

IT Customer Relationship – Service Level Management

Service Delivery – Availability Management

IT Resilience – Availability Management

Service Delivery – Capacity Management

IT Resilience – Capacity Management

Service Delivery – IT Service Continuity Management

IT Resilience – IT Service Continuity Management

Service Delivery – Financial Management for IT Servi-
ces

IT Administration – Financial Management

Inne obszary ITIL: Application Management, Security Management, ICT Infrastructure Mana-

gement, ITIL Asset

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z perspektywy organi

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– Service Desk
– IT Operations
– IT Services
– Storage and Backup
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Rys. 5. Perspektywa organizacyjna – Service Desk

5. Scenariusze operacji

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Rys. 6. Scenariusz Operacji – Zapewnienie backupów danych krytycznych

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procesów.

7. Podsumowanie

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Rys. 7. ITIL – Hype Cycle 2006

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1.

http://www-306.ibm.com/software/tivoli/features/it-serv-mgmt/

2.

http://www.gartner.com