ITSM知識中英100問

來源：塔塔 更新時間：2014-03-25

更多

什么是ITIL？
      ITIL（IT infrastructure Library）最初是由英國中央計算機和電信局CCTA（現(xiàn)在已經(jīng)并入英國商務部OGC）于20世紀80年代開發(fā)出的一套IT服務管路標準庫，它是有關IT服務管理的一個最佳實踐框架，現(xiàn)在已成為國際IT服務管理領域的事實標準。ITIL強調(diào)基于“以流程為中心、以客戶為導向”的IT管理理念，將傳統(tǒng)的IT管理活動按照流程的方式重新加以組織，并強調(diào)根據(jù)客戶的業(yè)務需求提供質(zhì)量可靠、成本合理的IT服務。
 

V2和V3的主要區(qū)別是什么？ 
     ITILv3與v2的主要區(qū)別，在于引進服務生命周期（Service Life Cycle）模型，并提供許多豐富的新資源，讓ITIL不再只是提到“做什么”，而是明確說明“怎么做”，加強與COBIT、CMMI、Sigma等標準的結合等，并讓企業(yè)可以根據(jù)自己的業(yè)務，按需要設計并實施適合自己的ITIL應用。
 

ITIL與ITSM的關系？
      ITSM從宏觀角度可以理解為是一個領域或行業(yè)；從中觀的角度可以理解為是一種IT管理的方法論；從微觀角度可以理解為是一套協(xié)同運作的流程。就微觀層次來講，ITSM作為一種全新的IT管理理念和方法論，通過一套協(xié)同運作的流程，可以幫助IT部門以合理的成本提供更高質(zhì)量IT服務。ITIL是IT服務管理領域的一個最佳實踐框架，但ITIL并不等于就是ITSM。
 

ITIL v3有哪些網(wǎng)絡資源？
      ITIL官方更新網(wǎng)站是www.itil.co.uk，更新周期是每兩個星期。更多相關資源請瀏覽以下網(wǎng)站。
      OGC ITIL V3 FAQ：http://www.itil.co.uk/2006_08_29_faq.htm
      OGC ITIL V3 News：http://www.itil.co.uk/news.htm
      OGC Best Management Practice：http://www.best-management-practice.com

 

ITIL培訓
ITIL認證有哪些級別？
      ITIL認證級別有三種：
      ? ITIL Foundation：該認證主要是針對從事IT服務管理的人員，要求了解ITIL的基本術語、概念和各個ITIL流程之間的關系，并掌握IT服務管理的基本原理。
      ? ITIL Practitioner：該認證針對從事IT服務管理的特定流程人員，要求掌握運作某一個具體的ITIL流程的能力和經(jīng)驗。
      ? ITIL Service Manager：該認證針對更高層的IT服務管理的人員，如IT經(jīng)理和顧問等。

 

現(xiàn)有ITIL V2證書獲得者是否需要重新進行V3的認證？
      由于ITIL核心原理沒有變化，現(xiàn)有資格認證仍然有效。會有3-6個月的過渡期讓培訓商有足夠時間完成過渡，過渡期間兩種版本考試并行。已進行的培訓不受新材料引進的影響。學員有機會更新他們的認證資質(zhì)。
 

如果我獲得ITIL Foundation認證，我是否可以參加ITIL v3下的Practitioner和Manager培訓？ 
      可以。ITIL v3推出后，所有ITIL認證仍然有效。

 

如果我公司一些人已經(jīng)獲得ITIL v2認證？為了更好的溝通，是否每個人都應該獲得ITIL v3認證？ 
     沒有必要，因為術語和實際流程的變化并不多。人們應該在適當?shù)臅r候參加培訓，以支持他們的具體需要/創(chuàng)新。對于那些參加ITIL v2培訓然后想學習ITIL v3做出的具體變化的人，參加短期進修課程是比較合適的。
 

ITIL考試證書會不會過期??？
      V3版本證書存在有效期的。在證書頒發(fā)后3-5年內(nèi)，Practitioner和Manager認證者需參加同等水平的當前產(chǎn)品的考試重新認證其能力，認證者可以采取網(wǎng)絡形式或紙質(zhì)形式考試。

 

APMG的V2版本ITIL考試形式是怎樣的？
      APMG V2版本ITIL考試形式與現(xiàn)有的沒有多大變化。
 

更新的課程真的能夠幫助我們有效的理解ITIL V2與V3的不同點嗎？
      如果您真的在ITIL V2認證考試前參加了為期3天的正式培訓，那么一天或二天的更新課程培訓將會幫助您理解V2與V3的不同點及相同點，并且可以幫助您通過ITILV3的升級認證。
 

為什么ITIL認證能夠風靡全球？它對于個人以及整個企業(yè)的發(fā)展有什么好處？ 
      ITIL是一個管理標準而非技術標準。因而ITIL能夠幫助IT管理人員突破技術思維，運用流程管理的思想促進IT與業(yè)務的整合。正是這一點，使得ITIL認證能夠風靡全球。對于個人以及整個企業(yè)的發(fā)展來說，ITIL認證具有以下諸多好處：
      ? 幫助實現(xiàn)從技術工程師向IT服務管理專家的轉(zhuǎn)變，提升個人職業(yè)發(fā)展平臺；
      ? 突破單一的技術思維，學會用流程的方式處理IT服務運作中的諸多非技術問題；
      ? 證明自身的專業(yè)能力，勝任更多的IT管理工作；
      ? 降低企業(yè)自身培養(yǎng)IT管理人員的成本，更有利于促進技術、流程和人的標準化，從而最終實現(xiàn)IT服務支持和提供過程的標準化；
      ? 幫助企業(yè)提高IT服務質(zhì)量和降低IT服務成本。
 

參加ITIL V3認證需要具備哪些條件？ 
      對ITIL 基礎級別認證考試的人員的職業(yè)背景和專業(yè)培訓方面基本上沒有特殊的要求。無論從事哪個ITIL流程的工作，都有必要參加這項認證。
      對ITIL中級級別認證而言，要求考生除獲得ITIL Foundation認證之外，還要求考生必須接受至少16小時或18小時以上的ITIL專業(yè)培訓，并完成一定時間的課后作業(yè)。
      ITIL 高級大師級別認證考試的人員必須考試的人員需要具備以下條件：
      ? 通過ITIL Foundation認證并獲得資格證書；
      ? 參加由兩大權威機構（EXIN或ISEB）授權的ITIL認證培訓機構的培訓；
      ? 通過授權培訓機構的評估； 
      ? 至少擁有5年以上從事IT工作的經(jīng)歷以及2年以上從事IT服務管理中高層工作的經(jīng)驗。
 

ITIL認證與MCSE和CCIE等IT認證有哪些區(qū)別？為什么說ITIL認證是“IT界的MBA”?
      ITIL強調(diào)按照流程的方式對IT管理活動進行組織，并且強調(diào)IT與業(yè)務的整合。ITIL認證可以幫助IT管理人員突破技術的單一視角而從技術和業(yè)務相結合的角度考慮問題。MCSE和CCIE等流行的IT認證培養(yǎng)的是技術工程師，而傳統(tǒng)的商學院培養(yǎng)的MBA則基本上是側(cè)重于戰(zhàn)略管理、人力資源管理、營銷管理等傳統(tǒng)管理領域，這中間缺乏既懂IT又關注業(yè)務需求的IT管理人員。ITIL認證的出現(xiàn)，正好填補了這一空白。通過ITIL認證的人才，能夠從業(yè)務需求的角度出發(fā)，充分利用好組織的IT資源，因而能較好地實現(xiàn)IT和業(yè)務的整合。因而，ITIL認證也被譽為“IT界的MBA”。

ITIL V3的認證體系的改變，誰將是發(fā)證機構?
      ITIL V3 的認證體系也將隨之做出調(diào)整，ITIL新版本將由APMG（APM Group，英國知名的資格鑒定和認證公司）作為認證服務的官方代表。
 

什么是EXIN授權考試中心（AEC）？
      授權考試中心是指與EXIN簽署了合同并得到EXIN授權的組織。該組織可以為考生提供EXIN 指定的考試項目。如上海翰緯IT管理研究咨詢中心（SinoServiceOne）已經(jīng)EXIN授權成為其在中國地區(qū)的授權考試中心（AEC）。
 

什么是EXIN考試代理機構？
      考試代理機構是與EXIN簽署合同并經(jīng)EXIN授權代表EXIN運作考試計劃的機構。EXIN找到一些優(yōu)秀的機構來幫助EXIN促使其考試適應當?shù)厥袌龅男枰?，這些機構還在試卷的翻譯、論文式考試的評分、課程提供商的授權、以及為考生提供支持等方面全面協(xié)助EXIN。
 

對考試結果有異議可以提出申訴（查分請求）嗎？
      可以。如果你有理由相信你的分數(shù)是不正確的，你可以提起申訴。AEC會為你提供一張表格填寫相關信息并陳述你提出查分請求的理由。提出查分請求需要繳納的費用是150美元。如果最終發(fā)現(xiàn)查分請求是合理的，查分費將會返還給申請人。對于論文形式（即非選擇題）的考試，AEC可能會組織一場評審會，考生可以對照評分指南自己審查自己的答案。組織一場這樣的評審會所需的費用是150美元，時間是1小時。AEC可以聯(lián)系 Service@exin-exams.com 索取組織這樣的評審會所需的相關材料。對這樣的評審會也需要進行監(jiān)督（就像組織一場考試一樣），并且不允許帶出任何有關資料的筆記或復印稿。在評審過程中，考生可以填寫一張表格提出相關的申訴（該申訴由AEC寄給EXIN）。
 

考試后多久能知道結果？通過考試后，如何得到證書？證書的有效期是多少？
      對于選擇題考試而言，考生可以在考試結束后4周內(nèi)收到成績單及資格證書（如果通過認證的話）。對于開放式問題考試而言，考生可以在考試結束后8周內(nèi)收到成績單和資格證書（如果通過認證的話）。EXIN授權考試中心（AEC）負責接受來自EXIN寄出的成績單和資格證書，并將成績單和資格證書（如果考生通過認證的話）寄給考生。由EXIN頒發(fā)的ITIL資格證書終生有效。
      Where can I learn more about ITIL V3 project and what the changes are?
      The official ITIL Refresh website is located at www.itil.co.uk and is updated bi-weekly.
      Additional relevant resources are listed at the bottom of this document.
      Resources:
      OGC ITIL V3 FAQ                           http://www.itil.co.uk/2006_08_29_faq.htm
      OGC ITIL V3 News                         http://www.itil.co.uk/news.htm
      OGC Best Management Practice    http://www.best-management-practice.com
      APMG Group website                     http://www.itil-officialsite.com/home/home.asp

    

      If I took ITIL Foundations training under V2, will I be able to pass the exam under V3?
      That should not be necessary for most people as the new courses/exams will be coordinated and phased in together. People who need to do a re-sit between V2/V3 may be successful simply via additional self study.

 

ITIL v3有哪些級別的認證？
      ITILv3認證體系采用一種積分制，可幫助個人獲得每場考試的學分。只要學員積累了足夠數(shù)量的學分，他們就能被授予IT服務管理上的ITIL專家稱號。
      ? 基礎級別（Foundation Level）
      該認證針對從事IT服務管理的人員，重點要求理解ITIL流程、術語和關鍵概念的基礎知識。
      ? 中級（Intermediate Level）
      該認證用于評估個人分析和應用ITIL概念的能力，區(qū)分ITIL服務生命周期模塊（ITIL Service Lifecycle Modules）和ITIL服務能力模塊（ITIL Service Capability Modules）兩種路徑。考生可以選擇其中任何一種路徑獲取學分，通向ITIL專家級別（Expert Level）。
      ? ITIL專家（ITIL Expert）
      要想成為IT服務管理的ITIL專家（ITIL Expert），除了基礎級別（Foundation Level）的認證，你還必須成功完成大量中級認證課程。ITIL專家的課程集中服務管理生命周期方法的全部精要，同時鞏固體系認證中獲得的知識。
      ? ITIL大師（ITIL Master）
      該認證用于評估個人在新領域中應用和分析ITIL概念的能力。該級別的認證正在開發(fā)過程中。
      備注：上述認證體系及描述摘自APMG官網(wǎng)http://www.apmgroup.co.uk/ITIL/ITIL.asp
COBIT
什么是COBIT？
      COBIT（Control Objectives for Information and related Technology）是由國際信息系統(tǒng)審計和控制協(xié)會（ISACA）公布的控制框架，目前已經(jīng)更新至4.0版，主要目的是研究、發(fā)展、宣傳權威的、最新的國際化的公認信息技術控制目標以供企業(yè)經(jīng)理、IT專業(yè)人員和審計專業(yè)人員日常使用。這個框架共有34個IT的流程，分成四個領域：PO（Planning & Organization）、AI（Acquisition & Implementation）、DS（Delivery and Support）、和ME（Monitor and Evaluate)提供了最佳的施行指導。
 

COBIT 4.0 發(fā)展戰(zhàn)略更集中在哪些方面？
      IT治理 —— 基于五個方面的整合：由ITGI定義的戰(zhàn)略整合、價值交付、風險管理、資源管理和績效管理。 
      業(yè)務需求 ——以業(yè)務需求為原則，并且基于信息標準是COBIT的基本原則。 
      協(xié)調(diào)一致——幫助用戶更方便地將COBIT與其他更具體的指導進行整合。
      價值創(chuàng)造 ——由于COBIT的審計起源，COBIT很強調(diào)風險管理的控制。 
      企業(yè)結構 ——COBIT 提供了RACI圖表（Responsible-負責執(zhí)行任務的角色、 Accountable-對任務負全責的角色、Consulted-提供信息輔助執(zhí)行任務的人員、Informed-擁有既定特權、應及時得到通知的人員）闡明每個IT流程的角色和職責。 
      流程定義及流程信息流 —— 為了改善對IT流程模型的理解。 
      語言與表述 ——COBIT 中使用了更加簡練、符合時代發(fā)展及行為導向的語言。
 

企業(yè)通過實施COBIT框架可獲得的受益，或解決的問題有哪些？
      解決企業(yè)內(nèi)部因各種IT運作的缺陷導致出現(xiàn)的諸如 
      i. 缺乏指導方針和過程規(guī)定 
      ii. 缺乏規(guī)劃及績效度量標準 
      iii. 不理想的系統(tǒng)設計和開發(fā) 
      iv. 缺乏足夠的信息安全措施等棘手問題 
      v. 建立清晰的責任制度 
     vi. 實現(xiàn)企業(yè)戰(zhàn)略與IT戰(zhàn)略的互動 
     vii. 形成持續(xù)改進的良性循環(huán)機制。 
 

COBIT和ITIL有什么區(qū)別？
      COBIT基于已有的許多架構，如SEI(Software Engineering Institute)的能力成熟度模型CMM對軟件企業(yè)成熟度5級的劃分，以及1509000等標準，COBIT在總結這些標準的基礎上重點關注企業(yè)需要什么，而不是企業(yè)需要如何做，它不包括具體的實施指南和具體實施步驟，它是一個控制架構(Control Framework)而非具體過程架構(Process Framework)。COBIT從戰(zhàn)略、戰(zhàn)術、運營層面給出了對IT的評測、量度和審計方法，它的“目標聽眾”是信息系統(tǒng)審計人員，企業(yè)高級管理人員以及高級IT管理人員，如CIO。
      ITIL基于企業(yè)的最佳實踐 (Best Practice)，英國政府收集和分析各種組織解決服務管理問題方面的信息，找出那些對本部門和對英國政府其它部門有益的做法，最后形成了ITIL。它列出了各個服務管理流程“最佳”的目標、活動、輸入和輸出以及各個流程之間的關系，但沒定義范圍廣泛的控制架構。它關注方法和實施過程。由于它關注IT服務管理(ITSM)，它的視野相對COBIT來說狹窄，它主要關注IT的戰(zhàn)術和運營層面。但它對IT服務的提供和支持定義了更為詳細和更易理解的過程集。它的“目標聽眾”是IT人員和服務管理人員。
      盡管兩個標準有著許多的不同之處，但在COBIT和ITIL背后卻有著非常一致的指導原則。信息系統(tǒng)審計人員通常綜合使用COBIT和ITIL的自評估方法，去評估企業(yè)IT服務管理環(huán)境。COBIT為每一個過程提供了關鍵目標指示(KGIs)、關鍵績效指標(KPIS)、關鍵成功要素(CSFS)，與ITIL過程相結合可以建立ITIL過程管理的基準。在實際應用中，某些企業(yè)綜合兩個標準提出了更易理解的適用于本企業(yè)環(huán)境的IT治理和運行架構。
（李長征．IT治理及其架構模型研究．首都經(jīng)濟貿(mào)易大學碩士學位論文，2004年3月）
 

COBIT和ISO/IEC17799有什么區(qū)別？
      ISO/IEC17799強調(diào)信息安全管理體系的有效性、經(jīng)濟性、全面性、普遍性和開放性，目的是為希望達到一定管理效果的組織提供一種高質(zhì)量、高實用性的參照。其最大特點就是廣泛但不深入，而且僅作參考之用。
      與ISO/IEC17799不同，COBIT完全基于IT，其IT準則反映了企業(yè)的戰(zhàn)略目標，IT資源包括人、系統(tǒng)、數(shù)據(jù)等相關資源，IT管理則是在IT準則指導下對IT資源進行規(guī)劃處理。COBIT在P0、AI、DS、M四個方面確定了34個處理過程以及318個詳細控制目標。此外對每個過程還有評審工具。
 

ISO 20000
什么是ISO20000？
      ISO20000是基于ITIL最佳實踐與BS15000英標體系進行構建的，并于2005年12月由ISO組織發(fā)布的第一部具有國際權威性的IT服務管理體系標準。此套體系規(guī)范秉承“以客戶為中心，以流程為導向”的服務理念，旨在幫助企業(yè)組織能夠有效的識別與管理IT服務管理的關鍵過程，保證在滿足客戶與業(yè)務需求的同時，依照公認的 “P-D-C-A”方法論應用，充分發(fā)揮IT服務持續(xù)改進的能力，最終達到企業(yè)組織用最小成本獲得最大收益價值的目的。
      ISO20000體系規(guī)范主要包括兩大章節(jié)，第一章節(jié)為IT服務管理規(guī)范，包括了5大過程組，分別為服務交付過程、發(fā)布過程、解決過程、關系過程、控制過程及過程組所覆蓋的13個服務管理流程，并與體系管理職責、文件要求及能力、意識和培訓，一同作為體系認證的參考標準。第二章節(jié)為IT服務管理實施指南，為體系認證的實施過程提供參照說明。
 

ISO20000可以代替ITIL嗎？

      對于中小企業(yè)來說，ITIL也許永遠只是一個渴望而不可及的夢。在實施ITIL條件不成熟的情況下，ISO/IEC 20000也許是個很好的代替品。
      ITIL與ISO20000之間的框架，還是有些差距的。整體來說，ITIL是10個管理流程，ISO20000／BS15000則是13個管理流程，其中新增的業(yè)務關系管理（Business Management）與供貨商管理（Supplier Management），對于ITIL來說，這些已經(jīng)同時包含在服務等級管理（Service Level Management）之中；另外，ISO20000新增的服務報告（Service Reporting），事實上也涵蓋在ITIL的每個管理流程當中。
      國內(nèi)的大多數(shù)企業(yè)對ITIL和ISO 20000的理解，還停留在先要做ITIL，然后才能做ISO/IEC 20000。因為ITIL是最佳實踐，有一步步精準的流程來控制。只要按照ITIL的步驟做下去，就不愁流程不標準。ISO/IEC 20000是一個關于IT服務管理體系的要求的標準，它幫助識別和管理IT服務的關鍵過程，保證提供有效的IT服務滿足客戶和業(yè)務的需求。這個標準基于ITIL的最佳實踐基礎，ISO/IEC 20000提出了服務文化，提供了滿足業(yè)務需求的服務的方法論和管理方式的優(yōu)先權。不僅如此，ISO/IEC 20000還定義了一系列相互關聯(lián)的服務管理過程，識別了過程之間的關系，和這些過程關系在組織內(nèi)的應用，提供了方針目標和服務管理的控制措施。
      ISO/IEC 20000規(guī)定了5個關鍵的服務管理過程，服務提供過程包括服務級別管理、可用性管理和能力規(guī)劃管理；關系過程包括服務提供者與客戶和供應商之間的接口；解決過程關注需要解決和預防發(fā)生的事件和事故；控制過程包括變更管理，資產(chǎn)管理和配置管理；發(fā)布過程包括新的或更新的軟件和硬件的發(fā)布。
      通俗的說，ISO/IEC 20000追求的是效果，只控制關鍵過程。用戶如果利用ISO/IEC 20000作為它的IT服務管理體系的基礎，并通過BSI認證，可以表明它的IT服務管理體系滿足了該標準的要求。
     （石菲．ISO20000可以代替ITIL嗎？中國計算機用戶，2008（2）：52-53）

 

有沒有通俗的說法來理解ITIL和ISO 20000的區(qū)別？
      舉一個例子，ITIL和ISO/IEC 20000就好比兩種不同的父母管教孩子。一種父母是什么都要管的，管的很細，你穿什么衣服，用什么牙刷刷牙都要手把手的告訴你，比較關注過程。還有一種父母可能更多的關注孩子最終的結果，比如孩子的性格是不是活潑，是不是外向，而對過程不是很關注。前者就像是ITIL，后者就像ISO/IEC 20000。ISO/IEC 20000其中有一些關鍵點和控制點，而ITIL則是關注流程，會告訴你流程的大致走法。
      （石菲．ISO20000可以代替ITIL嗎？中國計算機用戶，2008（2）：52-53）
 

需要先ITIL才能做ISO 20000嗎？
      不需要。很多用戶誤認為ITIL要把原來的流程做完以后才能做ISO/IEC 20000，現(xiàn)在ITIL v3也已經(jīng)發(fā)布，是不是要把v3的20多條都做出來才可以做ISO/IEC 20000？事實上是不需要的。比如業(yè)務連續(xù)性管理，ITIL v2和v3里面都有準確的要求，如果把這個流程做完，管理成本是很高的。如果從ISO/IEC 20000的角度來做業(yè)務連續(xù)性，只需要知道目標是什么，發(fā)生災難的時候多少時間能夠恢復，一年做多少次的演練，通過演練證明你實現(xiàn)了預期的規(guī)劃目標。只要抓到這兩點就可以通過ISO/IEC 20000。
      簡單地說，ITIL告訴你要怎么做，在實施ITIL的過程中逐漸地提升自己的管理水平。ISO/IEC 20000是結果導向，關注的是效果。ISO/IEC 20000提供了一個完整的管理框架。很多用戶不是沒有流程，而是缺乏一個管理流程，對服務目標是什么不太明確?？赡軙谟行┘毠?jié)方面投入了過多的關注，對一些服務目標不高的流程（比如對員工的支持和生產(chǎn)的支持），不需要采用完全一樣的標準來衡量。
      （石菲．ISO20000可以代替ITIL嗎？中國計算機用戶，2008（2）：52-53）
 

誰有通過ISO 20000認證的經(jīng)驗？
      前不久，IBM全球服務（中國）有限公司通過了ISO/IEC 20000認證，在通過ISO/IEC 20000的過程中，IBM自身也得到了一些收獲，對整個ISO/IEC 20000的標準有了一個比較深刻理解。IBM全球信息科技服務部大中華區(qū)中間件服務產(chǎn)品線經(jīng)理畢巍說，“我們原來比較擔心，IBM這個百年老店有一些多年積累下來的管理措施，這些管理措施和最新推出的管理標準是不是可以完全的融合在一起。后來在實施的過程中發(fā)現(xiàn)其實基本上沒有什么問題，用了4個月的時間就快速的通過了?！?br />       比如變更管理，在實施的時候可能會涉及到的資產(chǎn)和配置。在ISO/IEC 20000下沒有很明確的標明有哪些方面要關注，也沒有告訴用戶要關注整個資產(chǎn)管理。ITIL里面就有很多點會提醒用戶哪些點位是一定要控制的，控制到位了就可以達到什么效果。所以這些控制點讓IBM公司在其中迅速的把很多流程集成度的東西做了很好的提升，在4個月內(nèi)就通過了認證。

      （石菲．ISO20000可以代替ITIL嗎？中國計算機用戶，2008（2）：52-53）
 

中小企業(yè)能否用ISO20000代替ITIL？
      中國企業(yè)有80％以上都是中小企業(yè)，對中小企業(yè)用戶來說，在實施ITIL的過程中總覺得有點磕磕碰碰，不知道應該如何在ITIL的流程上做裁減?，F(xiàn)在ISO/IEC 20000給他們提供了新的思路，把最重要的流程控制住就可以了。
      ITIL對于中小企業(yè)來說，似乎還是復雜了一點，當用戶的規(guī)模效應達不到的時候，如果照搬ITIL也會面臨很大的問題和挑戰(zhàn)。ISO/IEC 20000提供了非常清晰的目標導向的關注點，如果用戶抓這些關注點可能并不需要完全遵照這么復雜的流程去做。
      中國的中小企業(yè)可以分成幾種類型，第一類是外資企業(yè)在中國的分支機構。第二類是大型企業(yè)在地市、縣市獨立運營的分公司，第三個就是一些基地企業(yè)或者是私營企業(yè)。
      對于外資企業(yè)在國內(nèi)的分支機構來講，在國外其實有一套完善的管理體系，中國分支機構的規(guī)模效應和成熟度是不一樣的。面臨的情況和環(huán)境都與國外不同，更應該關注的是成熟度。不同的成熟度階段關注的關鍵點也是不一樣的。比如在中國快速擴張的企業(yè)可能關注的是有幾點能夠增強IT服務能力，對于一些在中國發(fā)展了10年、20年的企業(yè)可能更多關注的是成本。對于國內(nèi)的一些本土成
      長起來的中小企業(yè)更多的還是應該關注能力。明確了ISO/IEC 20000里面的關注點，結合ITIL的流程管理，中小企業(yè)的IT服務管理之路，也許并不像看上去那么難。
      （石菲．ISO20000可以代替ITIL嗎？中國計算機用戶，2008（2）：52-53）
 

ISO20000體系規(guī)范主要覆蓋的范圍包括哪些？
      ISO20000所涉及的范圍主要包括四個方面：
      管理職責，主要包括管理職責、文件要求與能力、意識和培訓三大主要模塊；
      服務管理的計劃與實施，主要包括“P-D-C-A”四個核心過程模塊；
      新的或變更服務的計劃與實施，主要是針對于新的或變更服務的流程管理；
 

ISO20000資格認證包括哪些種類？認證證書是由什么機構發(fā)放的？
      ISO20000資格認證可以大體上分為兩大方面，一方面是針對于個人發(fā)放的，分別為ISO20000主任審核員與ISO20000內(nèi)審員兩個認證類別；另一方面是針對于企業(yè)發(fā)放的，是對認證申請企業(yè)獲得IT服務管理流程標準的資歷證明，證書發(fā)放單位都為由itSMF授權的RCB機構代理發(fā)放的。
 

 

怎樣才能獲得ISO20000認證？
      要獲得ISO20000：2005認證的組織，必須證明其對ISO20000-1的13個管理流程進行管理與控制，并保證這些受控流程必須符合ISO20000-1標準的規(guī)定。 當企業(yè)組織通過注冊認證機構（RCB）的認證審計后，便可獲得認證。取得認證后，企業(yè)組織會被列入官方的被認證組織列表，并且有權使用ISO20000的標志。
 

為什么ISO20000認證能夠風靡全球？它對整個企業(yè)的發(fā)展有什么好處？
      ISO20000不僅作為國際上第一套IT服務管理體系標準，同時基于ITIL最佳實踐與PDCA方法論體系原則，使其在IT服務領域范圍內(nèi)具有一定的權威性及普及性。通過體系標準來規(guī)范其服務管理流程，能夠幫助IT管理人員突破技術思維，運用流程管理的思想促進IT與業(yè)務的整合。正是這一點，使得ISO20000認證能夠風靡全球。對于整個企業(yè)的發(fā)展來說，ISO20000認證具有以下諸多好處：
      通過國際化的IT服務管理體系標準認證后，可以提高企業(yè)在業(yè)界內(nèi)的競爭能力；
      通過標準化服務流程的規(guī)范化管理，不僅可以有效的提高運維支撐效率，更能有效控制或規(guī)避由于人員變動所帶來的風險；
      可以有效 衡量服務水平，評估績效，減少運營風險，有助于運營管理的持續(xù)改進；
      可以幫助企業(yè)組織提高IT服務質(zhì)量，降低IT服務成本。
 

當前國際上有哪些權威的ISO20000認證機構？
      在IT服務管理認證領域內(nèi)，比較有影響的 ISO20000認證機構包括如下：
      DNV（挪威船級社）
      SGS
      TUV
      BV
      BSI
 

有哪些行業(yè)組織需要通過ISO20000體系實施認證呢？
      隨著各行業(yè)組織IT服務意識的興起，如何在符合成本效益原則的基礎上，為客戶提供最佳服務品質(zhì)已經(jīng)成了各企業(yè)所重點關注的問題。目前，就我國ISO20000認證行業(yè)客戶而言，包括如下幾大方面：
      IT相關軟硬件產(chǎn)品企業(yè)的技術服務中心；
      電信、銀行、證券、保險、民航、鐵路信息中心；
      醫(yī)院、學校信息中心；
      提供在線交易的企業(yè)信息中心；
?   數(shù)據(jù)處理中心、IDC機房、網(wǎng)絡媒體技術中心；
?   跨地域企業(yè)集團中，負責IT規(guī)劃、管理和服務的技術分管部門（或分公司）；
?   提供公眾訪問服務的政府機構信息中心；
?   以及提供上述服務的專業(yè)服務外包機構。
 

我們在哪里可以獲得關于ISO20000認證實施的相關資料？
      ISO20000認證實施參考的資料包括《information Technology-Service management Part 1: Specification》與《information Technology-Service management Part 2: Code of Practice》兩套體系規(guī)范，通過此兩套文檔有效的了解與掌握ISO20000認證考核綱領與參考指南。同時，翰緯還專門為企業(yè)組織編寫了一套IT服務體系管理培訓課件，在參加認證實施培訓時，可與體系規(guī)范一同向客戶進行發(fā)送。
     
 

通過管理審核后，企業(yè)組織會得到什么樣的證書？認證后多久企業(yè)能得知反饋結果？
      企業(yè)組織在通過RCB的管理審核后，一般情況下會在兩個月的時間內(nèi)接收到RCB發(fā)放的ISO20000資格考試證書，證書上主要標有itSMF簽發(fā)的取得認證與認證失效的時間，及itSMF審核員的個人簽名等相關信息。
 

企業(yè)組織一次取得ISO20000認證后，認證效力是否終身有效嗎？
      并不是一次取得ISO20000認證就終身有效的。按照國際化的標準要求，企業(yè)組織取得認證后的有效期限為三年，并且在此三年過程中，每年都須由認證機構進行“監(jiān)督審核”，以確保符合質(zhì)量的標準要求，從而確保服務管理的持續(xù)改進。組織要想更好的保證體系標準的符合性，可根據(jù)體系規(guī)范實際運行效果，定期進行內(nèi)審管理，滿足體系審核要求。

 

什么是RCB？
      RCB（Registered Certification Body）是指由ISO20000證書發(fā)放單位itSMF授權的組織，參照認證申請組織的內(nèi)審及管理審核活動，代理itSMF單位向其企業(yè)組織發(fā)放證書的機構。
 

SOX
什么是SOX法案？
      1997年的金融危機以及2002年美國安然、世通等公司的會計丑聞事件徹底打擊了美國投資者對美國資本市場的信心。為了改變這一局面，美國國會和政府在2002年6月通過了薩班斯-奧克斯利法案（Sarbnes-Oxley Act，簡稱SOX法案）。SOX法案的另一個名稱是《上市公司會計改革與投資者保護法案》，法案旨在通過提高公司信息披露的準確性和可靠性來保護投資者的利益。
      （趙剛．IT遵從SOX法案的策略．中國鄉(xiāng)鎮(zhèn)企業(yè)，2005（9）：54-55）

 

SOX法案有什么可怕的？
      SOX法案共分11章，主要內(nèi)容包括：建立“上市公司會計監(jiān)管委員會（PCAOB）”，.對上市公司審計進行監(jiān)管；保證審計人的獨立性，要求咨詢等服務與審計不兼容，建立審計合伙人輪換制度；明確公司對財務報告的責任，要求公司CEO、CFO為公司財務報告的真實性承擔美國法律規(guī)定的刑事責任；及時地進行財務信息披露；提高對公司高管及白領犯罪的刑事責任等。SOX法案的適用對象是在美國上市的公司。
      遵從SOX法案，上市公司的高管和各個部門都要積極應對：首先，對公司高管而言，要求他們必須清楚其對于公司財務報告、信息披露和內(nèi)部控制報告的責任，不遵從SOX所面臨的法律后果和證券市場的風險，掌握公司各個部門遵循SOX進行內(nèi)部控制的措施和執(zhí)行情況，降低遵從SOX所花費的內(nèi)外部成本等。第二，SOX法案影響最大的是財務部門，對于財務部門尤其是CFO而言，要求能夠提供真實、準確、可靠的財務信息，按時完成季度及年度的公司財務報告，建立和維護內(nèi)部控制結構和程序，與外部審計人員有效配合，并有責任減少遵循SOX所產(chǎn)生的內(nèi)部及外部審計成本。第三，SOX涉及到所有影響財務報表生成的其他業(yè)務部門但影響較大的是IT部門。SOX法案有一些條款是與IT直接相關的，包括對財務報告的提供，內(nèi)控報告的提供，實時披露材料的變更，為審計和評審員保留相關的記錄等。對IT部門而言，遵循SOX方案，要求IT部門要支持公司高管、財務和內(nèi)外部審計人員的需求，以確保影響財務報表的業(yè)務流程、應用和信息基礎設施的完整性、可用性和可審計性，保證內(nèi)控報告和內(nèi)控程序的完成，并能夠?qū)ν獠繉徲嬓枨笞龀鲰憫?br />       （趙剛．IT遵從SOX法案的策略．中國鄉(xiāng)鎮(zhèn)企業(yè)，2005（9）：54-55）
 

IT應該如何遵從SOX法案？
      為遵從SOX法案，保證會計帳務、財務報告、流程、財務應用和底層IT基礎結構的完整性、可用性和準確性，要求IT在三方面有所準備：
      一是優(yōu)化財務流程完善財務應用系統(tǒng)在財務應用的基礎上要實現(xiàn)財務數(shù)據(jù)整合和統(tǒng)計分析，引進全面預算管理、KPI績效管理、財務預警等模塊，保證企業(yè)提供準確、完整、實時、真實、有價值的財務報告。
      二是建立內(nèi)部控制體系并引入內(nèi)控管理信息系統(tǒng)。SOX要求企業(yè)高管加強對內(nèi)控程序和內(nèi)控報告的責任，要求CEO和CFO能夠證明年度和季度財務報告沒有差錯和遺漏現(xiàn)象，要求企業(yè)記錄并檢查企業(yè)的內(nèi)部控制情況，揭露任何“嚴重弱點”，要求企業(yè)高層能夠判斷與業(yè)務過程相關的風險，以及這些風險對公司財務報告可能產(chǎn)生的影響。達到上述要求的核心內(nèi)容首先是建立公司內(nèi)部控制體系，美國“反對虛假財務報告委員會”的COSO是SEC（美國證券交易委員會）及PCAOB（美國上市公司會計監(jiān)督委員會）推薦的框架，COSO包括控制環(huán)境、風險評估、控制活動、信息與溝通和監(jiān)督五個要素，強調(diào)建立一系列的管理體制，加強公司的內(nèi)部控制。IT是COSO實施的關鍵，應建立起遵從SOX的企業(yè)內(nèi)控管理信息系統(tǒng)。
      內(nèi)控管理信息系統(tǒng)至少應實現(xiàn)下述功能：能夠創(chuàng)建和記錄企業(yè)內(nèi)部業(yè)務流程，使公司的CEO、CFO、員工和審計人員能夠?qū)崟r識別、分配、測試并監(jiān)視內(nèi)部控制與流程，確保業(yè)務流程根據(jù)內(nèi)控標準執(zhí)行。一旦系統(tǒng)發(fā)現(xiàn)任何違反行為，將向適當人員自動報警。能夠收集并監(jiān)視控制信息，使管理人員快速查看流程、組織、控制和風險的實時狀態(tài)，提示管理人員注意控制目標是否實現(xiàn)。為了幫助企業(yè)更好地了解和跟蹤風險，內(nèi)控管理信息系統(tǒng)為企業(yè)建立一個能夠與企業(yè)的每項業(yè)務過程相關聯(lián)的風險庫。一旦認識出潛在風險，內(nèi)部控制管理系統(tǒng)能夠允許企業(yè)設計控制以降低風險。Oracle、IBM等公司的內(nèi)部控制管理系統(tǒng)的開發(fā)旨在幫助企業(yè)有效地執(zhí)行SOX法案的要求。
      三是加強IT控制。SOX法案要求企業(yè)的內(nèi)控活動，不論是人還是信息系統(tǒng)的操作流程都必須明白地定義并保存相關記錄，對審計過程也有存檔的要求。因此，對影響財務報告的信息系統(tǒng)的IT控制也是SOX內(nèi)部控制的核心組部分成之一。這就要求IT完善治理機制，進行IT內(nèi)部控制和信息系統(tǒng)審計，以保證達到SOX對IT的基本要求。國際上已經(jīng)形成一些較為完整的IT治理的規(guī)范，如ITIL（信息技術基礎結構庫）、COBIT（信息和相關技術的控制目標）、BS7799（信息安全管理標準）等。其中，COBIT是信息系統(tǒng)審計與控制協(xié)會（ISACA）提出的IT治理的控制框架。IT服務管理（ITSM）的標準ITIL則與COBIT緊密一致，通過IT服務管理流程與產(chǎn)品，能夠?qū)崿F(xiàn)IT的規(guī)范化管理，記錄
和控制IT的基本信息，包括對網(wǎng)絡、硬件、網(wǎng)頁、應用、防火墻、信息系統(tǒng)訪問控制權限、訪問密碼等信息，保證財務報告的底層IT基礎結構的業(yè)務持續(xù)，幫助公司更有效監(jiān)督和管理IT風險。
 

COSO
什么是COSO？
      COSO全稱為“發(fā)起機構委員會”（Committee of Sponsoring Organizations）。它是一個自愿性質(zhì)的私營機構，致力于通過商業(yè)倫理、有效的內(nèi)部控制和公司治理來提高財務報告的質(zhì)量。COSO最早成立于1985年，是美國“反對虛假財務報告委員會”（National Commission on Fraudulent Financial Reporting，一項獨立私營機構舉措，人們通常稱其為Treadway委員會）的發(fā)起組織。Treadway委員會研究導致虛假財務報告產(chǎn)生的原因，為上市公司及其獨立審計師、美國證券交易委員會（SEC）及其他行業(yè)監(jiān)管者，以及教育機構提供建議。1992年COSO委員會經(jīng)過多年研究，針對公司行政總裁、其他高級執(zhí)行官、董事、立法部門和監(jiān)管部門的內(nèi)部控制，進行了高度概括，發(fā)布了著名的《內(nèi)部控制——整體框架》（Internal Control-Integrated Framework）報告，即國際通稱的COSO報告。該報告自1997年1月起取代了美國《審計準則公告第55號》。COSO報告中對內(nèi)部控制的定義是目前關于內(nèi)部控制較具權威的概念，它指出“內(nèi)部控制是由董事會、經(jīng)理當局以及其他員工為達到財務報告的可靠性、經(jīng)營活動的效率和效果、相關法律法規(guī)的遵循等三個目標而提供合理保證的過程”。
      （楊瑾．美國COSO報告及其對中央銀行內(nèi)部控制的幾點啟示．新疆金融，2007（2）：54-55）

 

COSO跟內(nèi)部控制有什么關系？
      內(nèi)部控制的理論與實踐經(jīng)歷了一個漫長的發(fā)展過程，大致可以分為三個階段：萌芽期，即內(nèi)部控制的雛形內(nèi)部牽制發(fā)展期，內(nèi)部會計控制與內(nèi)部管理控制?成熟期，內(nèi)部控制結構和內(nèi)部控制整體框架。美國COSO報告是內(nèi)部控制理論成熟期最具代表性的研究成果，該報告開創(chuàng)性地提出了內(nèi)部控制整體框架（Internal Control Integrated Framework，ICIF）。

 

COSO報告具體指什么？
      COSO報告主要分四部分：第一部分是概括；第二部分是定義框架，完整定義了內(nèi)部控制，詳細描述了內(nèi)部控制的組成部分，為公司管理層、董事會和其他人員提供評價內(nèi)部控制系統(tǒng)的有關規(guī)則；第三部分是對外部團體的報告；第四部分是評價工具，提供用以評價內(nèi)部控制系統(tǒng)的有用材料。COSO報告的核心是提出了內(nèi)部控制整體框架，該框架式為管理層提供了評估內(nèi)部控制所需的標準，表現(xiàn)為三維立體式。
      第一維度是控制目標。內(nèi)部控制的設計旨在合理保證實現(xiàn)以下目標：機構運作的有效性和效率（包括資產(chǎn)的合理配置與保護）、財務報告等的可靠性以及符合相應的法律法規(guī)等；在第二維度中COSO要求機構將關注力重點鎖定在兩個層次：部門單位層（entity level）與行動層或操作環(huán)節(jié)（activities level）。機構最終在這兩個層次上對其內(nèi)部控制進行總體評估。
      第三維度則包括了內(nèi)部控制的五大要素：第一，控制環(huán)境（Control environment），它決定機構的基調(diào)并影響著員工的管理與控制意識，是其他四大內(nèi)部控制構件的基礎，提供紀律與框架。具體包括組織人員的誠實、倫理價值和能力；管理層哲學和經(jīng)營模式；管理層分配權限和責任、組織、發(fā)展員工的方式；董事會提供的關注和方向。第二，風險評估（risk assessment），是識別各個部門單位，確認和分析實現(xiàn)組織目標過程中的有關風險，為決定如何管理風險提供基礎和依據(jù)。它隨經(jīng)濟、行業(yè)、監(jiān)管和運作條件而不斷變化，需建立一套機制來辨認和處理相應的風險。第三，控制活動（control activities），是幫助執(zhí)行管理指令得到的一些政策與程序。它貫穿于整個組織、各個層次和各項功能，包括各種活動如批準、授權、證實、調(diào)整、績效評價、資產(chǎn)保護和職責分離等。第四，信息與溝通（information and communication）。信息系統(tǒng)產(chǎn)生各種報告，包括業(yè)務運作、財務、遵守規(guī)章制度等方面，使得對組織的控制成為可能。處理的信息包括內(nèi)部生成的數(shù)據(jù)，也包括可用于決策的外部事件、活動、狀況等信息和外部報告。良好的信息與溝通應確保所有人員都要理解自己在控制系統(tǒng)中所處的位置，以及相互之間的關系；必須認真對待控制賦予自己的職責，同時也必須同外部進行有效的溝通。第五，監(jiān)控（monitoring）。監(jiān)控在機構運作過程中進行，通過對正常的管理和控制活動以及員工執(zhí)行職責過程中的活動進行監(jiān)控，來評價系統(tǒng)運作的質(zhì)量。不同評價的范圍和步驟取決于風險的評估和執(zhí)行中的監(jiān)控程序的有效性。對于內(nèi)部控制的缺陷要及時向上級報告，嚴重的問題要報告到管理層高層和董事會。
      以上所述的三維就構成了一個整體框架，整體框架是這樣運作的：對于任意給定的目標（如機構運作的有效性和效率），管理層必須在部門單位層與行動層（或操作環(huán)節(jié)），合理連續(xù)地對內(nèi)部控制的五大要素進行定性與定量的評測。針對不同組織，其框架的具體內(nèi)容應確保任何影響內(nèi)部控制有效性評估結論的相關因素都不被遺漏，才是合適的。
 

COSO權威嗎？能給企業(yè)帶來什么收益？
     目前，國際上關于內(nèi)部控制的研究成果除美國COSO報告外，還有COSO報告（加拿大控制標準）、英國的Cadbury報告、南非的King報告、法國的Vienot報告等，但同其他內(nèi)部控制框架相比，COSO報告經(jīng)檢驗成為一個權威框架，比較直觀，且提出了許多新的、有價值的觀點，這些對研究我國中央銀行內(nèi)部控制具有一些啟示：
      啟示一：內(nèi)部控制中應明確對控制的“責任”。在內(nèi)部控制理論與實踐的發(fā)展史上，COSO報告第一次很明確地闡述了內(nèi)部控制的制定與實施的責任問題。報告認為不僅管理人員、內(nèi)部審計師，組織中的每一個員工都對內(nèi)部控制負有責任。這種思想理念的確立有利于將組織中所有員工團結一致，使其主動地維護與改善內(nèi)部控制，而不是與管理層相對立或被動地執(zhí)行內(nèi)部控制。中央銀行在內(nèi)部控制建設中也應明確各級在內(nèi)部控制中的職責，建立起內(nèi)部控制多層負責制：即管理層（或內(nèi)部控制領導小組等機構）對內(nèi)部控制負總責，負責組織制定、識別、衡量、監(jiān)督和控制風險的程序，制定有效的內(nèi)部控制，監(jiān)督評審內(nèi)部控制的充分性和有效性，并對內(nèi)部控制缺失和執(zhí)行不到位負領導責任；各部門負責人對本部門的內(nèi)部控制負責，并對具體控制措施不力、監(jiān)督執(zhí)行不力負主管責任；工作人員對自身崗位的控制環(huán)節(jié)負責，并對違規(guī)操作等自身內(nèi)部控制失效行為負直接責任。在控制過程中通過不同方式對各級的控制情況進行監(jiān)督與評價，針對評估結果，尤其對內(nèi)部控制失效和執(zhí)行不力的行為要落實、追究責任，在不斷修正、完善行為的基礎上，逐步強化各級的責任意識。
      啟示二：強化全面風險管理理念，有效識別與評估各類風險。COSO報告指出,所有的機構，不論其規(guī)模、結構、性質(zhì)或產(chǎn)業(yè)是什么，其組織的不同層級都可能遭遇風險，風險管理對機構的生存與發(fā)展至關重要，管理層須密切關注各類風險，并采取必要的管理措施。2004年COSO委員會對原報告進行了發(fā)展與完善，在COSO新報告中制定了清晰的風險管理流程，發(fā)展了具體風險界定和風險評估的步驟和內(nèi)容：第一，商業(yè)風險模型BRM（Business Risk Model），該模型將風險分類為環(huán)境外部風險、流程風險和信息決策風險三類；第二，商業(yè)風險模型的流程BRMP（Business Risk Model Process）和風險界定（Risk Map）。這兩個模型描述了管理層對風險評估的步驟和體系；第三，評估風險所需的一些技巧，用數(shù)量方法或非數(shù)量的定性方法對風險進行排序（Quantitative and qualitative method)。我國中央銀行處于金融的核心地位，其面臨的風險是不同于一般企業(yè)或機構，它所面臨的風險大致有操作風險、信息技術風險、資產(chǎn)風險、法律風險、效率風險和聲譽風險等，其中有些風險會降低央行履行職責的效率，但有些風險會直接影響央行在社會經(jīng)濟中的權威性和國際形象。因此，在面臨風險影響因素多元化和復雜化的情況下，中央銀行內(nèi)部控制應將對風險的管理擴展到發(fā)展戰(zhàn)略的層面，樹立全面風險管理理念，并對風險進行有效識別與評估?？刂婆c風險的概念緊密相連，盡管我國中央銀行所面臨的具體風險、內(nèi)部控制目標和應關注的重點與一般金融機構和其他行業(yè)有所不同，但從管理與控制學角度看，中央銀行同其他組織一樣，應將風險管理和內(nèi)部控制作為內(nèi)部管理的核心問題。中央銀行所面臨的風險有的會降低央行履行職責的效率，有些會直接影響央行在社會經(jīng)濟中的權威性和國際形象。在面臨風險影響因素多元化和復雜化的情況下，中央銀行內(nèi)部控制應將對風險的管理擴展到發(fā)展戰(zhàn)略層面，樹立全面風險管理理念，建立起全方位、多層次的風險管理機制，對風險進行有效識別與評估，是提高央行內(nèi)部控制效率和效果的關鍵，對此，中央銀行可結合自身機構特點建立相關風險識別與評估體系，實施以風險為導向的監(jiān)督管理體系：第一，根據(jù)一定標準對中央銀行風險進行分類，各分支機構可結合實際對每類風險再進行細分；第二，管理層（或風險管理機構）設計風險識別與評估的流程，可以大致如下：首先設定目標（分不同層次與部門）?根據(jù)目標評估風險?設立風險二維圖示，橫軸為風險重要性，縱軸為風險的可能性?在二維圖中對總風險進行分析評估?根據(jù)分析結果設計風險管理流程和控制防范措施?監(jiān)督風險管理流程和控制措施的執(zhí)行情況?對仍然存在的風險進行跟進并制定改善方法；第三，用定量與定性結合的方法，對風險進行評測后排序，確定風險的不同級別，制定全面風險管理方案，如風險可接受（較低級別的風險），定期進行監(jiān)測，如風險不可接受（較高級別的風險），制定防范措施，明確責任人，并建立應急機制，同時要加大對其監(jiān)測的頻率和監(jiān)督力度。
      啟示三：強調(diào)內(nèi)部控制的“動態(tài)性”。COSO報告強調(diào)了內(nèi)部控制是對機構整個管理活動進行監(jiān)督與控制的過程，它不是一項制度或機械的規(guī)定，組織環(huán)境的變化必然要求內(nèi)部控制越趨于完善，因此，它是一個發(fā)現(xiàn)問題、解決問題、發(fā)現(xiàn)新問題、解決新問題的循環(huán)往復的動態(tài)過程。我國內(nèi)部控制理論與實踐的發(fā)展是循序漸進的，從1996年獨立審計的具體準則到近年證券公司、商業(yè)銀行等行業(yè)的內(nèi)部控制指引文件的出臺，雖對內(nèi)部控制的概念逐步完善，但仍有許多人對內(nèi)部控制的認識是片面的，簡單認為內(nèi)部控制就是整章建制或制度匯編，充分認識到內(nèi)部控制的“動態(tài)性”，將是一個觀念的轉(zhuǎn)變。同樣中央銀行內(nèi)部控制既是為實現(xiàn)既定的政策和組織目標，所實施的一系列制度、程序和措施的總稱,也是對各類風險進行事前防范、事中控制、事后監(jiān)督的動態(tài)管理機制。因此,在內(nèi)部控制制度建設和各項機制運作中，應不斷根據(jù)央行新業(yè)務和新形勢的要求，進行修正完善，確?？刂骗h(huán)節(jié)、操作規(guī)程和行為準則的合理有效。把握好內(nèi)部控制的“動態(tài)性”，才能更好地建立與完善內(nèi)部控制機制。
      啟示四：強調(diào)“人”的重要性。COSO報告特別強調(diào)，內(nèi)部控制受董事會、管理層及其他員工的影響，它最終是通過人的行為而完成，在整個過程中員工的風險意識、責任意識，其行為方式對控制的效率和效果有著直接影響。實踐證明，中央銀行內(nèi)部控制中存在的諸多問題，最終可歸結為“人”的因素。因此，中央銀行內(nèi)部控制始終應對員工的思想意識、道德風尚、行為方式等方面予以高度關注和積極有效的引導，而核心在于營造一個良好的內(nèi)部控制環(huán)境。一方面通過構建央行文化體系等方式，倡導良好的道德風尚，提高員工對內(nèi)部控制的認知程度、參與意識和責任意識；另一方面通過制定具有操作性的員工行為準則、建立激勵約束機制和有效的監(jiān)督制約機制等，最大可能地激發(fā)員工參與和推進內(nèi)部控制的所有有利因素，及時糾正各類違規(guī)現(xiàn)象。
      啟示五：內(nèi)部控制要遵循成本與效益原則。COSO報告指出，內(nèi)部控制要建立在成本與效益原則的基礎上。內(nèi)部控制并不是要消除任何濫用職權的可能性和控制住所有風險，而是要創(chuàng)造一種為防范濫用職權、防范風險而投入的成本與濫用職權和風險所致?lián)p失的累計數(shù)額之比呈合理狀態(tài)（即符合經(jīng)濟原則）的機制。同時內(nèi)部控制只能做到“合理”保證，不論設計及執(zhí)行有多么完善，內(nèi)部控制都只能為管理層提供達到組織目標的合理保證，而目標達成的可能性與程度，還受內(nèi)部控制的先天條件限制和其他因素的影響，因此，不存在完美無缺的內(nèi)部控制。中央銀行內(nèi)部控制也應遵循成本與效益原則，各分支機構結合業(yè)務特點和自身實際，在綜合分析風險損失和控制效果的前提下，以合理的成本、恰當?shù)拇胧┡c方法實施，在控制成本與效益之間取得良好平衡。

 

CMMI
什么是CMMI？
      CMMI的全稱是Capability Maturity Model Integrated，即軟件能力成熟度模型集成，是由美國國防部與Camegie Mellon University的SEI和美國國防工業(yè)協(xié)會共同開發(fā)和研制的新一代成熟度模型。SEI在2000年8月頒布了CMMI-SEI SW 1.0版本，2001年12月頒布了CMMI1.1版本，這次發(fā)布標志著CMMI的正式啟用。CMMI產(chǎn)品包括：SW-CMM（軟件能力成熟度模型）、SE-CMM（系統(tǒng)工程能力成熟度模型）、SA-CMM（軟件獲取能力成熟度模型）、IPD-CMM（集成產(chǎn)品開發(fā)能力成熟度模型）、P-CMM（人力資源成熟度模型）、IPPD-CMM（集成產(chǎn)品和過程開發(fā)能力成熟度模型）。這些模型各自面向不同的領域，具有不同的用途。由于是在同一個模型的基礎上發(fā)展起來的，所以它們在過程域等方面有一定的重疊。

 

CMMI和ISO9000有什么區(qū)別和聯(lián)系？
      IS09000與CMMI均可作為軟件企業(yè)的過程改善框架。CMMI僅僅適用于軟件行業(yè)，而IS09000的適應更廣泛，但絕不是說IS09000不適合軟件企業(yè)。實際上ISO9001和CMMI遵循共同的管理思想，它已經(jīng)徹底解決了94版的制造業(yè)痕跡較重、標準按要素描述、難于在軟件行業(yè)實施的問題。從軟件企業(yè)實施IS09000失敗的原因來看，主要是未考慮軟件行業(yè)特點和企業(yè)特點，盲目照搬其它行業(yè)和企業(yè)的模式，領導的重視程度和推行力度不夠。這些問題不解決，實施CMM同樣會失敗。
      就內(nèi)容來講，IS09001不覆蓋CMMI，也不完全覆蓋IS09000。一般而言，通過ISO9001認證的企業(yè)可達到CMMI 2級或略高的程度，通過CMMI 3級的企業(yè)只要稍做補充，就可較容易地通過ISO9001認證。粗略地說，ISO9001近似于CMMI 2.5級。
      IS09001與CMMI均可作為軟件企業(yè)的過程改進框架，其不同之處是，一個是“泛用”，一個是“專用”。ISO9001標準面向合同環(huán)境，站在用戶立場，要求對質(zhì)量要素進行控制，規(guī)定了質(zhì)量體系的最低標準。而CMMI標準則強調(diào)軟件開發(fā)過程的成熟度，即內(nèi)部過程的不斷改進和提高。在形式上，ISO9001審核只有“通過”和“不通過”兩個結論，而CMMI評定則是一個動態(tài)過程，軟件組織在通過低級別評估后，可根據(jù)高級別的要求確定改進方略。
 

軟件如何用CMMI改進過程？
      軟件過程改進是一種含有大量管理成分的工作技術它主要包括以下三個關鍵步驟：a)對比目前的狀態(tài)和期望達到的狀態(tài)，找出存在的差距；b)確定要改變哪一些差距，要改變到什么程度；c)制定相應的具體的實施計劃，其中的“具體”是指：1）要有明確的可以檢驗的目標；2）要定出檢驗成功與否的標準；3）要有具體的實施辦法；4）指定具體執(zhí)行計劃的人，并明確具體的職責與任務；5）要明確執(zhí)行計劃的主要領導或協(xié)調(diào)者，以負責解決在計劃執(zhí)行中出現(xiàn)的問題；6）要列出“實施計劃”用的新技術與新工具以及如何獲得這些新技術與新工具。
 

TOGAF
什么是TOGAF？
      TOGAF即開放組體系結構框架，是一個行業(yè)標準的體系架構框架，它能被任何希望開發(fā)一個信息系統(tǒng)體系架構在組織內(nèi)部使用的組織自由使用。TOGAF 企業(yè)版v8 是為開發(fā)企業(yè)架構的一個詳細的方法和相關支持資源的集合。
有4 種被接受為企業(yè)架構的子集的架構，TOGAF 都支持：
??   業(yè)務（或業(yè)務流程）體系架構：這個定義了商業(yè)策略，管理，組織和關鍵業(yè)務流程。
      應用體系架構：這種結構為待配置的個人應用系統(tǒng)提供一個藍圖，從他們的交互，他們的關系到該組織核心的業(yè)務流程。
??   數(shù)據(jù)體系架構：這個描述一個組織邏輯的和物理的數(shù)據(jù)資產(chǎn)和數(shù)據(jù)管理資源的結構。
??   技術體系架構：它描述了支持核心部署和關鍵任務應用的軟件基礎設施。這種軟件有時也叫做中間件。
      企業(yè)架構是什么？Zachman、TOGAF、DoD AF有啥區(qū)別？

 

PRINCE2
Prince2和COBIT有什么區(qū)別？
      Prince2為包括IT項目在內(nèi)的項目管理提供了通用的管理方法，內(nèi)置了在項目管理實踐中己證明成功的最佳實踐 (best practice)，通過為所有參與者提供的通用語言，便于被廣泛理解和接受。PRINCE鼓勵對項目責任正式的確認(誰具體負責什么)，強調(diào)項目交付什么(what)、為何交付(why)、交付時間(when)、為誰交付(whom)。PRINCE能帶給項目：
      ? 可控的組織良好的開端、過程、結尾
      ? 在決策關鍵點 (decision point) 時重新審視項目計劃和業(yè)務狀況
      ? 自動管理和控制對計劃的任何偏離
      ? 股東和高級管理者只是在恰當?shù)臅r機介入項目
      ? 在項目組、項目管理層、組織的其他人員間搭建暢通的交流通道
      COBIT從戰(zhàn)略、戰(zhàn)術、技術等層面給出了如何有效管理IT項目。在P010中專門給出了項目管理的方法論，詳細定義了13個具體控制目標：項目管理架構；用戶方參與項目啟動；項目團隊身份及其職責；項目定義；項目批準；項目階段批準；項目主要計劃；系統(tǒng)質(zhì)量保證計劃；保證方法計劃；正式的項目風險管理；測試計劃；培訓計劃；實施后的評審計劃。除給出項目管理具體控制目標外，COBIT還給出了與項目管理相關的關鍵成功要素(Critical Success Factors)，其定義了最重要的面向項目管理的實施指南，以達到對IT項目過程內(nèi)外部的控制；關鍵目標指標(Key Goal Indicators)，定義了一些尺度，便于在項目關鍵點(或里程碑)，告訴管理者某個IT項目管理過程是否實現(xiàn)了其
業(yè)務需求；關鍵性能指標(Key Performance Indicators)，定義的是IT項目管理過程在促使項目目標達成時履行得有多好的尺度。
      從兩者的比較我們可以看出，COBIT重點在于對13個“控制目標”的管理上，PRINCE2典型的在于對8大“流程”的管理上。雖然二者從不同的角度出發(fā)認識IT項目管理，但二者有許多共同之處。COBIT的項目中主要計劃，系統(tǒng)質(zhì)量保證計劃，保證方法計劃，測試計劃，培訓計劃，實施后的評審計劃等控制目標映射到PRINCE2的計劃(PL)流程；項目管理架構等映射到PRINCE2的指導項目Directing a Project (DP) 流程；PRINCE2的開始項目Starting up a Project (SU)和啟動項目Initiating a Project (IP) 流程對應著COBIT的用戶方參與項目啟動，項目團隊身份及其職責，項目定義；項目批準，項目階段批準，正式的項目風險管理則較好的被其它幾個PRINCE2流程所包含。當然，在COBIT管理指南中我們不能明確看出對PRINCE2中結束項目Closing a Project (CP) 流程相關的控制目標，但COBIT的其他控制目標以及審計指南等隱含包括了該流程的控制。
      PRINCE2從流程的角度對項目管理中各個活動進行管理，比較便于項目管理的具體實施，而COBIT從控制目標的角度闡述項目管理“應該怎樣，應該達到什么目標”，這樣便于企業(yè)控制和評審項目管理整體過程的執(zhí)行情況。同時COBIT給出了項目管理成熟度模型，便于組織自評估或第三方評估企業(yè)項目管理的成熟度，從而不斷改進項目管理的執(zhí)行過程。
      當然PRINCE2和COBIT的視野并不僅僅限于對具體項目的管理。它們不僅包括項目級的管理，而且涵蓋了在組織范圍對項目的管理，目的在于企業(yè)級的項目管理(Enterprise Project Management，EPM)或者稱為項目治理(Project Governance)。從企業(yè)長期發(fā)展戰(zhàn)略的高度來規(guī)劃項目管理。
      同時，對于每個過程和控制目標，PRINCE與COBIT僅僅指明了“該做什么”，至于“如何做”，二者都沒有提供具體實現(xiàn)技術和工具，你可以根據(jù)實際需要使用任何對你有幫助的任何工具，如甘特圖，關鍵路徑、project軟件、風險控制軟件等。PRINCE2提供的8個過程與COBIT提供的13個控制目標也僅僅作為參考過程和控制目標，企業(yè)在具體實施時，必須依據(jù)項目的規(guī)模和需要對這些過程和控制目標進行適當?shù)募舨谩?br /> COBIT、ITIL、PRINCE2這么多標準如何選擇？
      為了實現(xiàn)IT治理戰(zhàn)略的目標，我們需要做到對IT組織結構和角色、量度、過程、技術、控制以及人員等方面進行管理。
      COBIT、ITIL、ISO/IEC17799和PRINCE2在管理IT上述各方面各有優(yōu)勢，具體體現(xiàn)為：
      ? COBIT重點在于IT控制和IT度量

      ? ITIL重點在于IT過程管理，強調(diào)IT支持和IT交付
      ? ISO/IEC17799重點在于IT安全控制
      ? PRINCE2重點在于項目管理，強調(diào)項目的可控性，明確項目管理中人員、角色的具體職責，同時實現(xiàn)項目管理質(zhì)量的不斷改進。
      在組織中具體應用IT治理架構模型時，筆者建議：
      1、要專注于解決組織信息化過程中最大的問題，因為對于任何一個組織而言，采用整套標準都是不可行的，相反地，應該從最大的問題著手；
      2、通過對模型的剪裁找出最適合本企業(yè)環(huán)境的實施方案；
      3、先完成培訓再進行組織變革，并在單一領域內(nèi)（如培訓經(jīng)驗）取得一定成績后，再轉(zhuǎn)向其它有問題的領域。
      4、在開始項目之前，評估一下目前的環(huán)境，這樣就有利于評測出進展的效果。
此外，組織在具體實施的過程中，其他組織成功實施的案例、培訓機構和第三方咨詢機構都可以提供很好的幫助。
 

 

英文100問
1. What is ITIL? 
ITIL (?), is a series of documents that are used to aid the implementation of a framework for IT Service Management, or quoting the OGC: "a consistent and comprehensive documentation of best practice for IT Service Management".

2. Who created it? 
The 'IT Infrastructure Library' was originally created by the United Kingdom Government, but is now used throughout the world.

3. What are the ITIL volumes? 
ITIL currently comprises five volumes: Service Strategy; Service Design; Service Transition; Service Operation; and Continual Service Improvement. This is a significant change from the previous release.

4. What is the OGC? 
The OGC stands for the 'Office of Government Commerce'. This is the part of the UK Government which owns ITIL., and is an "independent Office of the Treasury reporting to the Chief Secretary". 
 

5. What is the ITIL Toolkit? 
This is the main support resource for ITIL. See top right panel for a more complete description.

6. What is the ITIL Foundation Exam and Foundation Certification Scheme? 
This is an independent exam leading to the Foundation Certificate in IT Service Management. This is one of three current certificates, the others being: the Practitioner's Certificate in IT Service Management and the Manager's Certificate in IT Service Management.

7. What is the 'ITIL Open Guide'? 
This is an 'open source' public project intended to document ITIL basics and all aspects of implementation. It is being developed on the itlibrary.org website.

8. Is there a Register of Certifications? 
Not an official one, no. However, a register is being maintained as part of the open guide, via the following URL: certification-register.org

來源:
http://itilcommunity.com/modules.php?name=News&file=article&sid=1

 

9. Change Management on ITIL: Working for Changes within the Organization 
A lot of Change Management procedures have been adapted over the years .The goal of Change Management is to make certain that systematic producers and methods are being used to efficiently handle changes. Minizing the impact of change-related incidents and improving the day-to-day operations with the organization .Minimal disruption of services, economic utilization involved in the change and reduction in back-out activities are the main aims of Change Management.
The key activities to support the main aims of Change Management are the following:
? Accept changes
? Prioritize and classify changes
? Coordinate change impact assessment
? Coordinate approval of changes
? Coordinate scheduling changes
? Coordinate implementation of changes
? Conduct post implementation reviews；and 
? Provide management information about Change Management quality and operations.

10. The Role of Change Management Ticketing in ITIL 
Change management is a process deliberately carried out by organizations so that they will succeed in making immense changes. When the organization is able to manage changes in a positive manner, this makes positive waves within the organization that will help it reach its objectives. The ability of the organization to handle the planned changes will affect every employee.
Implementation of the change management methods can be very disruptive to the daily activities of the organization. Discipline is required for standard operating procedures and methods to be applied well, which inturn assures prompt and well-organized handling of requests for change (commonly called RFCs).Discipline can reduce the impact of all change-related incidents as far as quality delivery of service is concerned.
Problems incurred within management of change:
Downtime can be the result, When a service provided by IT personnel is affected by change management. This causes a big problem, yet changes are often necessary so that the business can improve on and perhaps increase the number of services that it provides. These processes are usually needed because future changes have to be controlled; particularrly those changes that are newly introduced to the IT environment-to minimize disturbance to the service functions and capabilities.
When change management is being instituted, there is a remarkable focus on the accomplishment of system per-recording and tracking of RFCs. These are accomplished with the use of a simple web-base database, or help desk ticketing application. The challenges start with the identification of unmanaged and high-risk changes that are to be conveyed under the control of the CAB (Change Advisory Board.)This technology is needed to ensure that the change management procedure is not circumvented and will give the administrators the exact level of access to accomplish theory given work. At the same time, limits are imposing for regulating internal policies.

 

11. Configuration Management Database (CMDB) ITIL’s Standardized Database Scheme 
The CMDB stemmed from Information Technology Infrastructure Library (ITIL), and it's a repository of information connected to all the components of an information system. Its framework has always been an indispensable part of ITIL Configuration Management best practices. CMDB is a standardized database scheme intends to be use in support of an ITIL resource management project.
ITIL has a number of goals for Configuration Management, Consist essentially of these:
a) Identification: specifies a llIT assets and configurations within the organization and their inclusion in the CMDB
b) Control: provide accurate information on each configuration items I, specifying who is authorized to change it.
c) Status: records the status of all configuration items in the CMDB.
d) Verification: involves reviews and audits to ensure that the information contained in the CMDB is accurtec, and correct of any exceptions, if necessary.

 

12. The Step Involved in Using CMMI ITIL
Capability Maturity Model Integration is a process of improvement used by organizations, which encompasses, which encompasses elements that are essential and effective to organizational functions.
Getting started with CMMI
The first step involves securing appropriate sponsorship and founding. Before our even try out a process improvement effort, try to ensure that you have enough funds to sponsor the program management initiative. Sponsoring and founding are critical to ensure its success.
Second, you must understand the basic concepts of CMMI process. Attend to its introductory
Courses, and also pursue training, if doable.
Next, take steps to prepare your organization for the changes. Treating process improvement as a company project will help the changes proceed smoothly.
Try to establish the business goals and objectives to heighten efforts at improvement. Discuss perceived effects, benefits and costs with the people concerned, to allow for a persuasive presentation of the opportunities and problems that may arise.
From an engineering process group that will coordinate the sequence of activities within the enterprise. Members for others throughout the improvement process.
The fifth step involves knowing your stand; mapping CMMI for analysis to determine the process of your organization; and comparing it with CMMI model as part of the appraisal method. Gather data from managers, project leaders, and workers by surveying. This results in identification of the opportunities and elimination of the barriers to changes.
Communicate and coordinate with everyone. Be honest and be open when communicating by listening to the comments and suggestions of others.

13. A short Description of ITIL history-The Best way to Define ITIL
Because of the rapidly growing dependency of many business firms to Information Technology, CCTA has sought the essence of developing a set of standards for achieving quality service, and at the same time, overcoming difficulties linked to the growth of IT systems. Hence, ITIL was introduced to the world, and has become the de facto standard in IT service management.
Now currently maintained and developed by the Office of Government Commerce, ITIL has been adopted and adapted by almost every type of IT environment. ITIL is a set of best practices and guidelines that define a systematic and specialized approach to the management of IT service provision. These guiding principles are intended to promote value of IT operations by delivering high quality services.
Implementing this extensive set of management procedures will lead to benefits such as :
a) Get more out of existing resources, resulting in reduced costs
b) Improved customers satisfaction through a more proficient approach to IT service delivery;
c) Improved productivity by eliminating redundant work
d) Improved service quality though the use of established best practice processes
e) Improved use of skill and experience, defining a consistent level of service

 

14. How to Employ ITIL Principles to Improve Your IT Organization
First take a look at the benefits of ITIL. With this, you can save on your operational costs, and save a lot of time and effort in improving the business processes implemented within your organization, other benefit is that the time–tested processes used in ITIL will definitely boost the quality of the IT service, the higher the customers satisfaction rate is.
Within the walls of the company itself, you will see increased productivity, and you can also maximize your manpower. More importantly, the standards used in the implementation of ITIL business processes will put your business up to par with the rest of the word. With all these benefits and more, there is absolutely no reason for you to not use ITIL to enhance the IT service that you offer to your clients. Which, at the end of the day, will also improve you day-to-day operations?

15. Discover the New ITIL Version 3
The growing demand on the use of ITIL led to the upgrade from ITIL version2 to ITIL version 3.Version 1 was focused on the processes, particularly on the operational processes. The version 3 upgrade was set to focus on service management practice guidance. As a minor side note, one of the upgrades 3 was that “The IT Infrastructure Library” was change to “ITIL Service Management Practices”. The name change implied the ITIL’s evolution to a broader scope; a holistic approach in the sisal of IT service management, one that is value-based and business focused. The ITIL version 3 consists of a set of core texts supported with complementary and web-based materials. While ITIL version 2 volumes where available only in English, version 3 was mand available in other languages.
ITIL v3 core volumes include service strategy, service design, service transition, operation services, and continual service improvement. The word “continual “was used for the ITIL version 3 instead of the word “continuously” as used in version 3.The word continual was believed to be better suited to define activates int pended to function without pause, as the goal of service management is “availability.”
Other extras from ITIL version 3 include:
An extra volume, considered a core volume, titled” The Official Introduction to the ITIL Service Lifecycle” by Sharon Taylor, Chief Architect for ITILV3(ISBN-10:0113310617).
A complimentary material that shows the major changes in the way business procures and utilizes their IT services, it includes process maps and governance mapping and other frameworks (e.g. OBIT) and methodologies (e.g. Six Sigma).
ITIL v3 web-based material tends to support more recent updates, and allow wider breadth of coverage of ITIL guidance through case studies.

 

16. Capacity Management
Capacity Management activates include the following:
? Monitoring and modeling to simulate the performance of IT services and its supporting components, and understand future resource needs.
? Analyzing, turning, and implementing necessary activities to make efficient uses and changes in resource utilization. 
? Management and understanding the current demands for computing resources and deriving forecasts for future requirements, which involves an understanding of business priorities.
? Application sizing to ensure required service levels can be met
? Building the yearly infrastructure growth plan with input from other team members.
? Storing capacity management data while predicting the IT resources needed to achieve agree service levels.
? Producing a capacity plan that documents current utilization and forecasted requirements, as well as support costs for new applications of releases.

 

17. ITIL CMM and Six Sigma: Three for the company
ITIL CMM and Six Sigma may have overlapping concepts and processes, they actually all work together to provide a better quality of service. They all have their strengths and limitations, so a combination of them may be availed from organization. ITIL, CMM and Six Sigma combined can be beneficial to the organization because they Work and in hand in addressing the limitations of the one another.
ITIL was first started in the UK Office of Government Commerce to provide IT service management best practices. This is a detailed and IT-focused training where operational issues are greatly analyzed and addressed, and future needs of the IT business are always taken into consideration.
Since ITIL is mainly operational in nature (how-to), this is its main limitation, and this is where the strength of CMM comes in.CMM was developed by the Carnegie Mellon University Software Engineering Institute .Now called the CMMI, it focuses mainly on what the company needs to do in order to change its status from a state of no-order to a precision-based, error-free IT organization.
Six Sigma was developed by Motorola Inc., as a means of measuring service from a customer’s perspective. Its main objective is to create a service or product that is free from defects the first time it is released. By doing this, companies eliminate the problems faced by most other companies where defects are seen after the problems faced by most other companies where defects are seen after the release of product or service. Since it was developed by Motorola, the design of Six Sigma was for the manufacturing industry and there are limitations when it comes to IT software development

 

18. The Importance of ITIL Process Map and what it can do to Your Business
Benefits of ITIL process map are:
By using can easy to navigate and graphical structure, this can assist in the awareness of the complex procedures.
The variety of processes and performing complimentary projects gives appropriate guidance on how to arrange implementation projects.
You can save energy and effort in the processes of documentation and designing while you are adapting current process models and document outlines, this is much better than starting from scratch.
There are the steps in Process Mapping that consists of following:
a) Identification of process: This is to reach a full understanding of procedures and process.
b) Gathering information: It is vital in process mapping that you recognize the objectives, key controls and other risks that may take place.
c) Mapping and interviewing: it is important that you understand the ideas in design and processing the maps.
d) Analysis: This will help you develop tools and methods to create the process in an efficient and effective manner.ITIL Process Map is an efficient tool in improving your IT process. It is also significant that you find ways to improve develop and upgrade your system to effectively manage your IT service for your clients.

 

19. Reason Why You Need ITIL Capacity Management
ITIL Capacity Management is actually just one of the five elements of the ITIL Service Delivery area. It is responsible for guaranteeing the business requirements, and service definitions are accomplished by utilizing the best amount of computing resources.
Capacity Management consists of a number of activities. They are:
? The process includes observing, modifying, evaluating and implementing necessary changes in resource consumption.
? It is imperative to manage the requests for computing resources, that requires knowledge, and understanding the priorities of your business.
? To encourage infrastructure performance and know upcoming resource requirements, modeling is an important process in capacity management.
? This process includes collecting capacity management data.
? To guarantee that the service levels are accomplished, sizing applications are included in capacity management.
? Procedures such as creating a capacity plan that records present consumption, support cost for latest application and anticipated requirements are to be done in capacity management.
? Brainstorming new ideas with other teams in creating an infrastructure development plan is one of the essential activities in ITIL capacity management.

 

20. The ITIL Certification Course
Getting ITIL certification has now become a worldwide standard for all IT service management. The basic concepts and principles established by the UK office of Government Commerce have not changed, and will still cover service strategy, service design, service transition, service operation and continual service improvement. It will also include service support and service delivery.
Today, ITIL course come in ITIL v2 and ITIL v3, but individuals and corporations wishing to get a complete ITIL certification still have to finish three subjects: Foundation, Practitioner and Manager. All ITIL Certification courses will begin with the basic foundation of ITIL Definitions, terminologies, its history and basic principles will thoroughly be discussed, along with the service support and service delivery. At the end of this course, participants are expected to take the ITIL Foundation Certification exam.
Upon completion of and passing the ITIL Foundation Certification, the Practitioner’s Certificate is the next step. An ITIL Change, Configuration and release Management exam, and an ITIL Service Desk, Incident and Problem Management exam will be given in order for the student to get the ITIL Certification for Practitioner.
Experienced professionals, who have mastered the ITIL service management functions, can take the ITIL Certification for Managers or ITIL Manager’s Certificate.
ITIL v3 library is the latest addition to ITIL. Published in June 2007, it encompasses the most adopted worldwide standard for best practices in IT management. And ITIL Certification for V3 is also given to individuals who have finished the courses for V2.

 

21. What is ITIL Change Management?
Change Management Workflow
The ITIL compliant management system maintains a wide range of intricate workflow selections, as following:
? Recursive: this is an effect on the rejection in a workflow .A part of what workflow is relocated and opened.
? Concurrent multi tasking: this is a sequence of tasks that can happen all at the same time in a workflow.
? Automatic closure of used paths: this process of approval has several paths, and the system will be able to close any unused paths.
? Dependencies: the process of tasks and approvals which are reliant on other tasks. And there are approvals that are completed in advance, by simply having uncomplicated linear workflow. There are a great number of problems that threatens IT services; one being it is a badly executed changed. Instead of trying focus of the incident management, some people try to deal with the problem after the damage is done. And most of the IT businesses today seek change management to avoid the occurrence of these problems. If you don’t enhance and improve your Change Management strategies, your company will be prone to continuous firefighting.

 

22. Understanding ITIL Concepts and Terminology
The following are some of the concepts and terminologies that ITIL provides:
? Service Level Management: Service Management: the process of ensuring that the Service Level Agreements (SLAs) between the company and customer are documented. It is at this level that the actual supplied service is monitored and delivered in conformance with SLAs.
? Financial Management for IT Service: the process where the company identifies the clear objective of the ITIL, which are the costs –effective ownership and handling of IT resources so as to provide IT services. The financial Management process tends to decrease or reduce to overall long-term costs and actual costs of services provided.
? Incident Management :the process of protecting service continuity. It seeks to restore quickly normal service operation with minimal impact to business operations.
? Problem Management the process of recording to the Configuration Management Database incidents that might give rise to a known or unknown problem.
? Configuration Management : the process of maintaining and controlling all versions of IT Configuration. It provides accurate information that will support the service management process. The functions of staff, documentation, organization charts, the Definitive Software Library (DSL) and Definitive Hardware Library (DHL) for any released products are stored in the CMDB.

 

23. General Tips in Taking an ITIL Exam
Individuals and organizations that have ITIL Certifications will surely have an edge when it comes to best practice approaches in IT operations. But in order to get an ITIL Certification, you still need to take an ITIL foundation, practitioner and service manager exam.
Getting certified in all three components of ITIL is no easy matter. So you should choose a school with a good reputation and passing statistics on ITIL exams. In getting your exams , a few practical tips should be followed.
First, get your terminologies right! Your ITIL exam, especially the foundation certificate, will contain numerous terminologies of the subject .Use them frequently and use them correctly.
Some questions will definitely require you to write an essay about ITIL. So read the questions carefully twice to make sure that you understand them. Then answer them clearly, completely, concisely and directly. Do not babble on and on about ITIL subjects that are not even relevant to the questions. Remember that examiners mark you on your correct answers and not on how long your essays are.
Since all topics, processes, methods and techniques will be covered in ITIL exam, make sure that’s you have reviewed the following: benefit, advantages, limitations, disadvantages, terminologies, history and application.
As a general rule, in any exam that you take, do not linger on a particular question longer than a couple of minutes. If you think that particular ITIL question is difficult to answer, skip it and come back to it later .Your target is to answer confidently (not necessary correctly ) at least 75% of the ITIL exam.

 

24. ITIL Fault Three Analysis: Determining the Root Cause of Failures 
To have more detailed flow in coming up with an FTA, six simple steps on how to design it were cited by Hank Marquis. All you need is a pencil, a piece of paper and a working knowledge of service. There are the steps:
1. Try to be more specific in coming up with a top-level event for your analysis. Some example includes potential or known error messages and possible scenarios that can be thought of, based on the Service Level Agreement or SLA.
2. Write down all the faults under the top level event in boxes and connect the fault boxes to the top level event box by drawing lines.
3. For each fault, list as many causes as possible.
4. Draw a diagram and use the AND and/or OR logic operators.
5. Continue indentifying the causes of the problem until the root cause is identified.
6. Consider coming up with countermeasures to find ways on how to resolve such issues and learn from them.

 

25. Reasons Why You Should Take ITIL Foundation Course 
ITIL Foundation is the first step of any individual or organization wishing to get an ITIL certification for IT service management. The ITIL Foundation covers all the basic information and terminologies used in ITIL, including its history, growth. Improvements and coverage
The ITIL Foundation covers five core sets of IT service management concepts which include the Service Strategy, Service Design, Service Transition, Service Operation and Continual service Management. Basically focusing on service support and service delivery, ITIL foundation also covers ITIL v3. It is the latest addition to the IT service management library. It covers the most adopted principles and concepts to IT and includes the ITIL service Lifecycle concepts to IT service Management.

 

26. ITIL Foundation: The first step to ITIL Success
The ITIL Foundation is ideal for all IT manager and staff engaged in the development of service and support of their IT infrastructure. This is the beginner’s level, which will give an overview to the participants, and allow them to become familiar with all best practices in ITIL. The ITIL Foundation is also ideal for people who are not directly involved in the implementation of the best practices, but are required to understand ITIL concepts and terminologies in order for them to evaluate properly IT service management.
Getting an understanding of the ITIL Foundation will enable the business to clearly classify roles and responsibilities of its IT managers and staff, resulting in a more efficient and effective organization. Since the adopted IT processes and procedures are standardized ,understood, streamlined and well arranged; service delivery will be improved and business can focus on more consistent and reliable partnerships with its customers and users.
There are now several institutions offering ITIL Foundation trainings, seminars and workshops both online and in-house. They will give you case studies, sample exam questions, reviews and different activities in order to prepare you for ITIL Foundation certification.

 

27. ITIL Framework: The Backbone of ITIL Functions and Processes
ITIL v2 consists of seven modules that constitute the core of ITIL, with the task of determining how IT can best serve the needs of the business. These are the following:
? Service Delivery: covers the processes required for the development, and planning of quality IT services and improvement of service delivered looking forward.
? Service Support: focuses on the processes associated with the day-to-day support and maintenance activities that include ensuring all users of the ICT services have access to the appropriate tools to support the business functions.
? ICT Infrastructure Management: involves processes within ITIL that are linked to ICT equipment and software
? Planning to Implement Service Management: examines the issues and tasks involved in planning, implementing and improving Service sManagement processes within the organization .
? Application Management: describes how to manage applications through the life-cycle of software development projets.
? The Business Perspective: a collection of best practices and guidance to help IT personnel understand their contribution to the business objectives,
? Security Management: details the process of planning and managing a defined level of security to guarantee the saflety of information.

 

28. ITIL Help Desk: How ITIL Can help Improve Your Help Desk Services
ITIL builds a framework to enhance and improve the quality of services. It also helps you recognize the strengths and weaknesses of the organization’s help desk. In identifying the weakness, the company can now develop guides to find solutions to them and overcome technical problems. The ITIL stresses best business practices and other administration strategies to improve the organization’s help desk. It also gives a broad and consistent set of principles to manage IT services appropriately. It creates a setting that produces premium quality service. The ITIL concentrates on the processes, IT issues, business practices and its people.
The Information Technology Infrastructure Library has eight instruction manuals that talk about various characteristics of service management in the help desk. It is very important that guidelines are met. Technology upgrades every day and if you help desk system does not have room to implement these improvements and upgrades, then having service management problem are to be expected.

 

29. ITIL in Action: Service Delivery
ITIL Service Delivery is a proactive approach to the business requirements of users through the proper analysis of existing infrastructure in order to predict future needs. It involves five sub processes as follows:
? Service Level Management. It will continually align the IT services with the requirements of the business, with the goal of creating and delivering a clear method of services expected versus actually services delivered.
? Capacity Management. This involves appropriately determing existing business IT infrastructure, and predicting future needs in order to avoid bottlenecks that may hinder business development.
? Financial Management for IT Service. This is define the cost of availing the current and future service needs of the organization and ensure that expenditures are with the planned budget.
? Availability Management. This assures that IT services are always online and ready when they are needs by users and customers.
? IT Service Continuity Management. This is also known as Continuity Management, and it will provide a framework for recovering from IT disruptions caused by human or natural disasters.

 

30. ITIL Incident Management Course: Minimizing the Adverse Effects of Incidents
Incident Management should be used to make sure that the best application of resource to support the business is in place. At the same time, it should develop and maintain meaningful records relating to certain incidents, while devising a countermeasure and applying a consistent approach to all incidents reported. Overall, Incident Management is responsible for following:
a) Classification of all incidents that occurred.
b) Incident detection and recording.
c) Initial support, investigation and analysis.
d) Resolution and recovery.
e) Incident ownership and monitoring.

31. Benefits of Incident Management Tool
Activities involve in handling Incident management are as follows:
? To be able to detect and record incident in detail
? To be able to match incidents versus known problems
? To be able to resolve incidents as soon as possible.
? To be able to prioritize incidents with respect to impact and need.
? To be able to bring to the attention to other teams the incident for appropriate timely resolution.
Software is made available as a tool for handling incident management problems. The following are some of benefits that the software provides:
? It allows management to gather information as to the real time and historical data of what transpired. al
? It allows identification as to bottlenecks in terms of performance. 
? It speeds up the restoration of operation as cause of incidents can be clearly identified.
? It minimized the recurrence of incidents by incidents by informing IT users of the impact that the incident has caused to the system.

 

32. The Proven Tips to Pass the ITIL Input/ Output Manager’s Exam
Here are some suggestions that one may consider:
? Treat the proctor as your client and provide logical answers as if you are in front of the client.
? Show that you are a consistent solution provider by revisiting some of the best practices you have followed with you years of experience as a manager.
? Make every question count. Answer each question in such a way that the proctor will have pleasure reading it.
? Review your answers for each question and re-read them . Skip difficult ones, and go over them when you’re done with the easy ones.

 

33. ITIL jobs: What Employees and Jobseekers Should Know
Here are some criteria that companies want:
? Since most of the time the jobs require dealing with people and customers in the service industry, the jobs in ITIL require having good interpersonal and communication skills.
? Of course, it is very important to have knowledge of ITIL.
? The jobs also require having staff management and leadership skills to handle the staff/ team properly.
? Knowledge in financial management, and executing the service management discipline is a must for all who aim to have a career in ITIL.
? Knowledge on the most recent technology in IT in line with the discipline is vital. Maintaining the interfaces and sustaining the effectiveness of the procedure is also crucial in this line of work.

 

34. What is the meaning of “ITIL Methodology”?
ITIL is basically a compilation of the best practice that are intended to improve and uphold a particular level of quality computing services in IT. This process consists of skill requirements and organizational structure for the IT organization through a very broad procedure. In ITL V2, there are seven 
books, and each is set up for different kinds of disciplines:
? Service Delivery: it discusses the processes necessary in planning and developing high quality IT services.
? Service Support: this explains the different processes that are associated with the everyday maintenance and support that is needed in IT services.
? Implement Service Management: This analyzes the issues and tasks that include planning, improving the service management and applying service management.
? Security Management: this is a detailed process in planning and supervising security level in IT services.
? Information and Communications Technology(ICT) Infrastructure Management: this deals with the identification of business needs and other procurement procedures.
? The Business Perspective: this gives help and guidance to IT staff to know how they can play a role in contributing to business objectives.
? Application Management: this explains the management of applications to the initial business requirement(s).

 

35. ITIL Capacity Management‘s Three Main Area of Responsibility
These are the following:
? Business Capacity Management(BCM): ensure that careful planning and implementation of future business requirements for IT services are delivered in a timely fashion.
? Service Capacity Management (SCM): focuses on monitoring the performance of IT services provided to consumers; and
? Resource Capacity Management (RCM) :focuses in the management of IT infrastructure ,while making sure that all finite resources are being measured and monitored.

 

36. ITIL Results
Proven Results:
(IDC study of companies who implemented ITIL solutions)
>50% decrease in system & network downtime
>30% improvement in IT staff productivity
>25% improvement in bringing new services online

 

37. CSIP: ITIL Planning To Implement Service Management
ITIL planning to implement service management falls under the service management process of ITIL. It is primarily concerned with providing businesses guidelines on how to align the current business IT infrastructure with future business IT needs and requirements .The ITIL planning to implement service management will develop guidelines for the Continuous Service Implement Program(CSIP), which will include creating a vision, analysis of the organization, setting of goals, implementation of IT service management and measuring and evaluating progress through the use of Key Performance Indicators(KIP).
If organizations are embarking on an ITIL planning to implement service management, it should be understood that they have fully adopted the ITIL framework of best practice approaches, and have a clear understanding of the service management concepts.
Basic questions need to be answered in planning to implement service management is to determine the current IT infrastructure; analyze where it is now, and where it wants to be in the future. This will determine the service management and stakeholders’ maturity. By carefully mapping out and analyzing the current IT organization, the current IT organization, and the company can then set goals in achieving its future requirements, and fully define where they want to be with regards to future roles based on current assessment.
Once the management has created a vision analyzed it and set goals, it is then time to implement the IT service management. It should be clear, empowering, well communicated and with a clear sense of accountability. This way, your ITIL planning to implement service management can have measurable goals that can be evaluated.
The ITIL planning to service management is just one of the many ITIL processes. All business should have a program for continuous improvement sp future requirements are expected.

 

38. Learning ITIL through Poster usage 
ITIL poster has been developed to aid in understanding the IT service management without necessarily having to stick one’s head into reading volumes of books. ITIL poster presents a clear overview of the ITIL structure and its processes. It provides the individual process areas, structure, maturity levels and capability levels of ITIL. It provides a graphical map showing the practical linkage Service Delivery and Service Support processes.
ITIL poster is not only an aid for those learning or understanding ITIL, but also allows others in the organization to become aware of the types of management in the IT service. It provides readers the change to see how IT service management works in organization and services as a point of reference too, for those who fail to trace back or recall some of the ITIL concepts.
ITIL poster can be customized based on the organization’s objective. An ITIL Process map may be used to show the IT service management flow. This process map services as an awareness campaign to employee as well as to customers. ITIL poster most of all reminds the organization of the framework that it should apply in keeping the IT service excellent.

 

39. ITIL PPT File: The Best Way to Create ITIL Presentations 
With the use of colorful texts, pictures, charts, tables and other graphics, an ITIL presentation will indeed amaze the audience, and it will surely make it easier for them to understand ITIL. There are currently some web sites that offer downloadable ppt files about ITIL for free, while some offer it at a reasonable cost, depending on the quality of the presentation. This is also service as a foundation from which one can start learning ITIL and pursue certification courses in the future.

 

40. ITIL Demo Process: The Jigsaw Diagram 
The Jigsaw Diagram shows five principal elements of ITIL drawn like jigsaw puzzle. The concept of this ITIL process demo diagram is that the major elements of ITIL can be linked together like a jigsaw puzzle—some of the pieces may fit perfectly and some not. The overlapping pieces represent the need to integrate each process of the diagram. They are the business perspective, service delivery, service support, ICT infrastructure management and applications management.
The business perspective illustrates the strategic level of the ITIL Jigsaw, and will discuss the issues of continuity management, partnerships, change survival and change in business practices.
Service delivery covers the management of the applications in a tactical level, and will include capacity management, financial management for shrives, service level management, availability management and continuity of IT service.
ICT infrastructure management is the core of service delivery and support while the applications management identifies the issues of change and will provide a solution to the situation.
The Jigsaw Diagram is an ITIL process demo diagram that shows how different pieces fit together to form one common goal.

41. Understanding Basic Concepts through ITIL Process Demo
As beginners, there are also ITIL process demos available on the internet. ITIL process demos are good sources of information, giving you a glimpse of the basic of ITIL, its functions and processes. You can consider this as a baseline in learning new things until you become an expert on ITIL. Viewing these demos will also make it easier for you to understand the entire process when you are already trying for your ITIL certification. With determination, coupled with positive thinking and a good working knowledge of ITIL, getting IT certification will be more than achievable.

 

42. ITIL Process Diagram: Jigsaw and BS15000
The ITIL process diagrams have two illustrations: the Jigsaw Diagram and the BS15000.The Jigsaw ITIL process diagram shows us five principal elements, which are represented by an illustration of a jigsaw puzzle with pieces overlapping each other. These overlapping elements establish the importance of integrating all the elements in order to achieve one common goal. The five principal elements are the business perspective, applications management, and IT service support and infrastructure management. The jigsaw diagram was formulated with the assistance of service management groups and organizations.
BS15000 ITIL process diagram was conceptualized by the British standards Institute and basically has the same elements as the jigsaw diagram except for the details and explanation. Both have ITIL principles for service management.

 

43. ITIL Process on Live Demo
An ITIL process flow live demo allow ITIL users to clearly understand the ITIL concepts and processes, as well as provide aids in handling problems within the management process. An example is the CMDB, wherein the software is used to register all IT assets including hardware, software, contracts, service level agreements, relevant information, and complete management of each component’s unique lifecycle. It also includes an audit log and history of change of the IT assets. The tapping or access to the CMDB and IT assets are secured, and access is given only to authorized personnel, The ITIL process flow live demo is software that, if bought, allows management to change constituents for approval, and allows configurable reports to be accessible for top management to read.

 

44. Tools to Aid ITIL Process
Three of the ITIL tools used are:
? Process management tools: refers to the management processes of ITIL and tracking of its statues, assignments, escalations, historical work performed, and tasks relative to fulfilling the work.
? Analysis Tools: refers to tools needed in analyzing relevant data. It enables a detailed understanding of metrics that aim to assist in providing accurate completion tasks.
? Execution Tools: refers to tools use to enable personnel responsible to complete the task using automated solutions.

 

45. Service Support and Service Delivery-The Two Significant Disciplines Involved in the ITIL process
Since eService Support is one that is too close to the users and/ or customers, constant feedback is often generated. This is especially true when users want changes to the system, want to incorporate new features and update them once they’re available, wants to ask for inquiries, and needs help when difficulties arise.
Another process, called Service Delivery, should also be taken into consideration. In it, the company should make sure that all services specified in the agreement (SLA) are given to the customer. Failure to do so will result in disputes and misunderstanding that can only lead to unfavorable circumstances between the two parties.

 

46. ITIL Quiz/ Exam: The Biggest Challenge for Potential ITIL Professionals
The ITIL quiz/ exam usually comes in a simplified multiple choice format, wherein you select the best possible answer for the question presented. The level of toughness depends on the certification level that you are applying for. More often than not, you will receive the results and certificate within four weeks after the examination session. There is no limit to the number of times you can retake the ITIL quiz/ exam, if you failed to get a passing score.
Many people consider taking up ITIL training courses mainly for career and personal development reasons. If you are considering a change of career path, ITIL certification is needed, since most advertised job postings require if as a prerequisite, if not an extra qualification that will put your resume on top of the pile. To acquire basic knowledge about ITIL, there are a lot of training manuals available for you to read. However, it is still the best option to attend an accredited training course for intermediate or diploma levels.

 

47. ITIL Salary Increase with Certification 
Although the ITIL salary will vary upon the different areas of expertise, any experience in the field of ITIL application will definitely be an advantage to anyone. Certification plays a great part in Information Technology, especially in ITIL. This could affect your capability and your value in IT job market. ITIL provides different certifications for each type of training. The most basic would be the ITIL Foundation Certificate, followed by the ITIL Practitioner Certificate, and then the ITIL Manager Certificate. Additional certificate of the latest ITIL V3 are now also being offered, which could further increase your value to the IT marketplace.

 

48. ITIL Security Management: Increasing the Company’s Level of Security
ITIL Security Management is intended to make sure that the security aspects of services are provided at a level that is agreeable to both the service provider and the customer. It provides a common and well-understood concept to both parties, in such a way that they will have a better understanding of the reasons behind the needed security policies and procedures.
ITIL Security Management is divided into two parts. First is the realization of the security requirements, as written in the Service Level Agreement (SLA), and other external requirements that are specified in other contracts of policies. Second is the realization of a basic level of security to guarantee the continuity of the organization and reach a simplified level of Service Level Management for information security.

 

49. Service Delivery: Capacity Management in ITIL
Capacity management ensures that the business is able deliver existing and future IT infrastructure requirements at the right moment, right time and the most cost-effective way. Capacity management falls under the Service Delivery of ITIL and involves three other sub-processes: Business Capacity Management, Service Capacity Management and Resource Capacity Management. In ITIL .V3, Resource Capacity Management was renamed Component Capacity Management.

 

 

50. Service Support and Processes
ITIL Service Support is just one of the two disciplines of IT Service Management. It includes the support procedures handle the problems and changes in the in the IT framework. There are six main processes that are included in this framework. They are the following:
? Help Desk: is a tracking procedure that helps with client requests and problems.
? Incident Management: focuses on the reestablishment of services following an incident.
? The problem Management: concentrates on recognizing the causes of service issues,
? Configuration Management: processes the report and archiving of individual infrastructure.
? Change Management: manages any change that is presented into to the IT framework.
? Release Management: attends to large scale changes in the IT environment.

 

51. ITIL Training: Defining the Different ITIL Certification Courses
ITIL training that is normally accredited are: Foundations Certificate Course, Practitioners Certificate Course and Managers Certificate Course.
A Foundations Certificate Course is like a basic training course, wherein students are given an overview on ITIL, its objectives and benefits; as well as the definition of terms and concepts needed to clearly understand the processes and functions involved in the ITIL best practice framework.
A Practitioners Certificate course is like a second-level course, and focuses on discussions needed to gain a more in-depth understanding about the different activities involved in ITIL. This is more of a training guide to people who will soon work on, or are currently working within, a specific ITIL process.
On the other hand, the Manager Certificate Course is the highest level of ITIL training, wherein the individual, who should be at a Managerial position, has at least five years if working knowledge in IT. This course focuses on developing the vision of making using of ITIL within the organization. It also covers discussions about dealing with changes within the organization, and how to overcome and manage such changes to your advantage.

 

52. ITIL V3: From Process to Service Life Cycle
ITIL version 2 gave focus to the process cycle. This then gave rise to ITIL V3. It placed focus on the service life cycle, establishing importance to business value rather than in the execution processes.
ITIL V3 care volumes are:
? Service Strategy deals with identification as to the type of services to be marketed based on the needs of internal or external customers.
? Service Design deals with how the strategy should take place through creation of a design document to cover aspects that require support. 
? Service Transition deals with the implementation of the strategy, and the creation of a product service of modification of an existing service. 
? Service Operation deals with activities necessary in the service and maintenance of operations. Ensuring that requirements as defined in the Service Level Agreements are met.
? Continual Service Improvement deals with continuous delivery of quality service to customers.

53. ITIL and White Papers in PPT
Nowadays a new form of information provided through website readers is white paper ppt.
In an IT service management, ITIL white paper is now the commonly used authoritative report for providing information on the framework structure of the ITIL and the ITIL and the best practices in the IT services. ITIL is used to educate customers as well as companies in making decisions about improving their IT service management
ITIL white paper ppt should be carefully crafted so as not to mislead others that it was written for marketing purpose. The ITIL white paper should be accomplished by giving an educational content that would be relevant to interested readers. It should focus on the reader’s needs in getting specific solutions from the sponsor paper. The ITIL white paper ppt should provide an extensive discussion on what has been gained from advanced IT service paper should provide the procedural steps to planning, selecting and implementing ITIL out of the box and into the management level.

 

54. Customize Your ITIL Workflow 
ITIL workflow software has been made available for organizations to create their own work processes following the standard guideline of ITIL. End users of the ITIL workflow can create a workflow even without programming skills. The ITIL workflow software completely automates the activities, from the time the system has forwarded ( via email) the tasks and approvals to the assigned officers or group recipients. The system automatically processes the task and approvals, and progresses to the next task or approval, and so on ‘til finality.
The use of the ITIL workflow software allows users a better understanding of the IT work process, and how things should be handled within the IT departments. The ITIL workflow software can be an effective tool as you improve the reliability and the organization’s responsiveness on proving IT services and processes. It can also give your organization a fast turnaround on change and reduce the rework or duplicated efforts of your organization, thus reducing implementation costs as well.

 

55. A short Definition of ITIL Best Practice
Below is a list of Best Practice functions and a brief description of each.
Service Support relates to five areas of discipline such as Configuration Management; Problem Management; Change Management; Help desk; and Software Control and Distribution. These areas enable IT Service to be provided.
Service Delivery is the management of IT services itself. Under Service Delivery would be: Service Level Management; Capacity Management; Contingency Management; Availability Management; and Cost Management for IT Service. These areas allow us a snapshot of the role of Service Delivery management, which is to ensure that the overall efficiency of delivery of services to customers can be sustained.
The area of Planning to Implement Service Management is an important ITIL framework. Its job is to align the business needs with IT resources.
ICT Infrastructure Support and Management provide the necessary support in line with Best Practice guidance on any requirements needed. These includes: planning, design, testing, deployment, operations necessitating technical support, and management.
ITIL Application Management identifies the service level requirements of business.

 

56．Change Advisory Board of ITIL
The Change Advisory Board (or CAB) is a group that assesses any request for changes regarding the needs of the business, it priorities, the benefits and cost, and the possible impact of the change to the other systems and operations. Usually, the recommendations for any implementation, further evaluation and analysis, postponement and cancellation are done by the CAB. It is comprised of groups of people who offer expert advice to the Change Management team about implementation of the changes. The board is made up of representatives coming from the business units, and any parties outside the premises of the organization that are considered necessary.

 

57．The ITIL Capacity Process
The Capacity Management of ITIL is only one of the five components of the Service Delivery area of ITIL. The nature of the work is not reactive, but proactive. It is responsible for ensuring that the needs of the business and definition of the service are fulfilled using the minimum measurement of resources. The process of Capacity Management involves monitoring, tuning, analyzing and implementing the changes necessary in the utilization of the resources that requires the understanding of the priorities of the business. Modeling is a performance of Capacity Management used for the simulation of the performance of the infrastructure and to know the future needs of the resources.

 

58. The Benefits of Using an ITIL Case
What are the benefits that a company can derive from distributing an ITIL case study to its IT staff? First and foremost customer satisfaction will probably increase. One dissatisfied customer will probably result to a hundred more (if the underlying problem is not addressed directly). The team must learn to be proactive in cases caused by technical glitches. Take care of the problem before the customers even detect it. Eventually, the organization may find that IT infrastructure complaints or failures will be reduced by such a policy. Cost reduction is another benefit the company can get from learning from case studies. Since developing procedures and practices within the organization costs money, if the IT personnel learn from the case studies, that is a good investment.
When information is organized and prepared into ITIL case studies, the staff gains the confidence to face customers because they know they are well prepared. This may result in better communication between the customers and IT staff. Most of all, standards can be improved with the ultimate goal of guaranteeing customer satisfaction.

 

59. How to Pass an ITIL Case Study Exam
Normally, the exam consists of one general question and four process questions. There is no doubt that you could easily answer the general question, but since an ITIL Service Manager is responsible for a number of areas of disciplines in ITIL, you should prepare by reading ITIL case studies, since you do not know which area will be covered specifically. You have to be prepared if ITIL case studies are also included in the exam.
Reviewing adequately is the key. You have to be familiar with different cases covering the different areas of concern that an ITIL Manager may encounter, such as Service and Delivery. Make use of the available reviewers from your training provider. Try to simulate a real-life exam situation. Practice answering case problems under time pressure. Getting used to the exam scenario will make the actual exam less stressful.
Read and understand thoroughly any ITIL case study you may come across. Get into the heart of the case and do not linger on the sidelights too long. Your resources should be devoted to covering as many problems as you possibly can, without sacrificing quality. Be focused on the case study you choose, without being distracted by minor data that are merely incidental to the real issue. Always base your solutions on the ITIL Best Practice discipline. You will also be able to maximize your chances of passing if you are able to see the exam through the eyes of the examiner or exam creator.

 

60. The Importance of ITIL Certification
Relying on ITIL will help organizations help their costs to a minimum; assure quick results; segregate staff concerned with technical issues from those who are of a non-technical capacity; and give them the ability to measure technical support performance.

 

61. Do My IT People need to Be ITIL Certified?
IT professionals are nowadays required to be equipped with the global standard in knowledge of IT technology, which usually means being IT certified.
When you are ITIL certified, that means that you have sufficient skills to support IT-dependent organizations in their quest to present a comprehensive set of management procedures to help them (and their client organizations) in the management of their IT operation. ITIL supports IT service providers in the planning of consistent, documented and frequently used processes. These improve the quality and promptness of service delivery. It is essential for the IT professional who is aspiring for ITIL certification to be fully knowledgeable about his craft as IT is synonymous with swift standard and accurate quality service.

 

62. What Benefits will You Get from Taking an ITIL Course 
ITIL course are ideal for those who would like to learn more about ITIL that is used by global companies. You may be able to learn about the basic of ITIL all by yourself as you do research and by reading books. However, if you wish to pass the ITIL certification exams to determine your level of knowledge, it will be much more beneficial for you, and for the company that you represent, to take an ITIL course. With an ITIL course, you will learn the basics on ITIL service management. Your business management skills will also be developed, and you will have a deeper understanding of the key ITIL process relationships. By signing up for an ITIL course, you will be able to get that ITIL certification and have a better understanding of how ITIL frameworks, processes and guidelines benefit and assist business all over the world.

 

63. eTOM and ITIL 
eTOM is a classification for the activities done by the service provider in an organization. When eTOM and ITIL are described, they are both frameworks of a business process for the service providers. Their difference is that eTOM has a wider approach than ITIL, while ITIL focuses on the operational part of the lifecycle of the service. ITIL describes the best practices in textual way, while eTOM uses an engineering approach since it considers engineering services, the management of orders and sales processes of the organization.

 

64. Why You Need to Have an ITIL Foundation Certifications to be bona fide IT professional
First, it help to be ITIL qualified because by studying for the certification, you will be more familiar with the best practices used in the IT service management industry and have a background of the ITIL frameworks and guidelines. There are several levels of the ITIL certifications, including ITILv2 and ITILv3.
Whether an IT company requires ITIL certification or not, it will still present big career opportunities for you in the future if you pass the ITIL certification exams.
With a higher level of ITIL certification, you can use your IIL foundation principles; apply them to the needs of your own organization, and think of how they can be effectively implemented. With an ITIL Foundation certification, you can advance your knowledge of the ITIL framework, develop them as you see suitable for your company’s needs, and lead the pact in the IT industry.

 

65. All about ITIL Foundation Certificate in IT Service Management
If you decide to advance your knowledge and take on the ITIL V2 challenge, then you need to learn about two things; service support and service delivery. These are two terms that you will often stumble upon if you want to obtain an ITIL Foundation Certification in IT Service Management. With service support, you will know how management affects a company’s service desk and how to efficiently manage or handle your company’s IT configuration, and how to proceed when facing a given situation. On the other hand, service delivery will teach you what service delivery is all about, and how to manage your company’s IT capacity as well as your finances, service continuity and availability management. All in all, an ITIL Foundation Certification in IT Service Management will give you a clear understanding of how your business, the customers, the management processes, and industry standards all come together to form a coherent whole.

 

66. Sample Questions of ITIL Foundation
The sample questions provided in any ITIL exam help in identifying the strengths and weaknesses of the examinee before taking the actual examination. Sample questions can also aid in improving knowledge regarding the main concepts of the exam. A preparatory kit containing sample questions is made by some well-known ITIL professionals. The kit usually concise and comprehensive, to assist the examinee in passing the actual ITIL exam. The kit contains a brief introduction about ITIL, some sample questions and their corresponding answers.

 

67. The ITIL Foundation Exam
The practice tests of ITIL foundation consist of questions that are asked in several ways, but will arrive at the same answers. The exams can be given by organizations that are reputable when it comes to ITIL exams, and can help you go in the right direction. If you are interested in taking the ITIL exam, what you really need is a good and reliable IT service provider, since they offer different exam for their client. You can also purchase exams that are provided by accredited organization. If there are offerings for past ITIL exams, do not believe at once that they are completely accurate; you might put yourself into a not so good situation. There is a big possibility have that those exam do not have the correct answer.

 

68. What is the ITIL Incident Management?
What is the ITIL Incident management? It is one part of the ITIL service area of support. It focuses primarily on Incident Management (or IM), which is concerned with restoring services prior to incidents, as promptly as possible. Incident Management basically allows the organization to react by providing guidance in escalating diagnostic procedures required to rapidly restore service.

 

69. Some guidance questions to manage the services 
? Is the measurement of the IT results based on the outcome of the business?
? Can problems be identified and solved even before if threaten the goal of the business?
? Can the manager control the risks to the business due to change s that may be either planned or unplanned?
? Does the manager have the right control of the processes regarding service management, and can be he comply with the requirements?

 

70. The basic function of ITIL Management 
The basic function of ITIL management is to manage the Service Support and Service Delivery departments, Which are the two keys areas of ITIL Management. ITIL Management incorporates an overview of the business into its systems into its system design for the benefit of senior management, so that they can oversee the effective delivery of IT services to customers. Both the positions of Service Support and Service Delivery should be occupied by competent senior managers who hold an accredited ITIL Foundation Certificate, and an ITIL Service Manager Certificate as well.

 

71. What is Prince2
PRINCE is the shorthand term for Projects In Controlled Environments, a process-based system applied for useful project management. PRINCE2, however, is an actual standard that is extensively used by the UK government, and which is also broadly used by those in the private sectors, both within the UK and abroad.
PRINCE2 is a method in a public domain, and can offer non-proprietary best practices for guiding project management. It is also a registered trademark of the OGC of UK government.

 

72. What are the Features of PRINCE 2?
The main concerns of PRINCE2 are to focus on business justification; emphasizing a team definition in organization the structure used for project management, maintaining a product based approach in planning, using a definite cycle, definition of possible problems, dividing projects into a controllable and manageable sequence, and having the capacity to be flexible in applying an appropriate level for a project.

 

73. The Importance of ITIL Problem Management Procedures
ITIL problem management procedures are used by organizations to try to minimize the impact of incident on business, caused by errors within the IT infrastructure. Problem management procedure works when the ITIL personnel seek out incident types that frequently crop up. These are then solved through identification of the original cause so that these incidents do not recur anymore. Problem management works first through detection and then by removal of what has caused the failure.

 

74. Getting to Know the Different ITIL Processes
ITIL service support processes are divided into six major areas of concern, namely: service desk or help or help desk, incident management, problem management, configuration management, change management, and release management.
The help desk or service desk is a solitary point of focus for all IT services made for clients, responsible for reporting problems or requests for services.
Incident management focuses on restoring services following an incident. Incident management basically is a reactive process that provides diagnostic guidance and tends to react as quickly as possible to restore service.
Problem management focuses on identifying the ways preventive measures become necessary, and the cause of service related issues. It processes reactive responses triggered by incidents and identifies them to prevent future occurrence.
Configuration management guides staff in the collection and archiving of reports about individual infrastructure component specifications.
Change management manages the changes that are newly introduced into the IT infrastructure.

 

75. The Impact of Using an ITIL Process Mapping Demo
The Demo must successfully sell decision-makers on how valuable process mapping can be to the business, in ways such as
? Achievement of goals: To provide the business with a specific program of activities through process mapping
? A snapshot of the business operation: To provide the company a view of how actual things are done in the operation of the business. From manufacturing, maybe, up to how the finish product is delivered to the customers.
? Cross departmental view of the organization: To let the company see through the eyes of the customer to improve customer satisfaction.
? Give greater adaptability to IT operations: Provide a fast solution to standardization of the organization.
ITIL process mapping must be able to present a top level perspective of the entire organization, with all its departments and projects considered as well. The demo must be able to satisfy the doubts and questions of the decision-makers. It must also achieve the ITIL process mapping demo objective of being able to close a registration or a contract.

 

76. ITIL Sample Test
Sample question such as there are provided by the ITIL foundations to test the skills of exam takers and help them prepare for the actual exam. The sample test helps exam takers train for the discipline of configuration management, service desk management, incident management, problem management, problem management, change management, release management, SLM, financial management, availability management, capacity management, ITSCM and other subjects as well. This is very useful to the test taker who wants to get the most comprehensive knowledge of ITIL he can. 
Though a sample test may include only some questions similar to those in the real exam, it can still adequately prepare the test taker to be at his best, and be able to perform well during the actual exam.

 

77. What’s Service Management
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organization’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organization is merely a bundle of resources that by itself has relatively low intrinsic value for customers.
Service management is also a professional practice supported by an extensive body of knowledge, experience, and skills. A global community of individuals and organizations in the public and private sectors fosters its growth and maturity. Formal schemes that exist for the education, training and certification of practicing organizations and individuals influence its quality. Industry best practices, academic research and formal standards contribute to its intellectual capital and draw from it.

 

78．Why ITIL
ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:
? Reduced costs; 
? Improved IT services through the use of proven best practice processes; 
? Improved customer satisfaction through a more professional approach to service delivery; 
? Standards and guidance; 
? Improved productivity; 
? Improved use of skills and experience; and
? Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

 

79．What’s ITIL v2
? Service Delivery: Service Support and Service Delivery are considered to be at the heart of the ITIL framework for IT Service Management. The ITIL book on Service Delivery describes the services the customer needs to support their business, and what is needed to provide these services.
? Service Support: The ITIL book on Service Support describes how customers and users can get access to the appropriate services to support their activities and the business, and how those services are supported.
? Business Perspective: The Business Perspective book will cover a range of issues concerned with understanding and improving IT service provision, as an integral part of an overall business requirement for high quality IS management.
? Security Management: The objective of Security Management is to protect the value of the information, in terms of confidentiality, integrity and availability. This is based on security requirements laid down in Service Level Agreements, which relate to contractual requirements, legislation and organizational policy.
? ICT Infrastructure Management: ICT Infrastructure Management is concerned with the processes, organization and tools needed to provide a stable IT and communications infrastructure that is aligned with business needs at acceptable cost. ICT Infrastructure Management is technology-focused.
? Application Management: Application Management provides an outline of the Application Management lifecycle and is a guide for business users, developers and service managers of how applications can be managed from a service management perspective.
? Planning to Implement Service Management: The main aims of this book are to give practical guidance on the key issues that need to be considered when planning for the implementation of IT service management, and to explain the essential steps needed to implement or improve service provision.

 

80．Why a Lifecycle
The architecture of the ITIL Core is based on a Service Lifecycle. Each volume of the core is represented in the Service Lifecycle. Service Design, Service Transition and Service Operation are progressive phases of the Lifecycle that represent change and transformation. Service Strategy represents policies and objectives. Continual Service Improvement represents learning and improvement.
Service Strategy (SS) is the axis around which the lifecycle rotates. Service Design (SD), Service Transition (ST), and Service Operation (SO) implement strategy. Continual Service Improvement (CSI) helps place and prioritize improvement programmers and projects based on strategic objectives.

 

81．What’s ISO20000
The ISO/IEC 20000 standard, better known as ISO 20000, was published in December 2005. It promotes the adoption of an integrated process approach to deliver high quality IT services and is closely aligned to ITIL. The standard comprises two sub-standards: ISO 20000-1 is the specification for Service Management against which an organization can certify and ISO 20000-2, which is the Code of Practice for IT Service Management, describing best practices in this area.
The principles of the standard are:
? Integrated process approach
? Continual improvement based on the Deming or PDCA cycle (Plan-Do-Check-Act)

 

82．Why a Lifecycle
The architecture of the ITIL Core is based on a Service Lifecycle. Each volume of the core is represented in the Service Lifecycle. Service Design, Service Transition and Service Operation are progressive phases of the Lifecycle that represent change and transformation. Service Strategy represents policies and objectives. Continual Service Improvement represents learning and improvement. Service Strategy (SS) is the axis around which the lifecycle rotates. Service Design (SD), Service Transition (ST), and Service Operation (SO) implement strategy. Continual Service Improvement (CSI) helps place and prioritize improvement programmers and projects based on strategic objectives.

 

83．Reasons Why You Should Apply Capacity Management in Your Business 
Reasons why you should capacity management in your business are:
a) In implementing capacity management, you can get a lot of existing IT resources, and this could improve the cost of the IT service unit position.
b) By going through this process, you can also get rid of redundant work and guarantee reliable reporting.
c) This can give timely capacity and other connected cost information to have a more organized and informed business decision.
d) The process can offer a wide range of inputs to TCO. This could also provide major IT related programs and upgrades.

 

84. What You WILL Learn on ITIL Foundation
What you will learn on ITIL Foundation:
Discovering and exploring the different ITIL principles to decrease hardware failure is one of the topics you will learn in this course. This course will get you ready
For the ITILV3 foundation Certification Exam. You will recognize the opportunities to build IT processes by utilizing ITILV3.Aside from that you can work together with IT teams using ITIL terminology and ideas. Through this, you will recognize the significance of IT and business integration. It is very important that you explore and discover the components of Service Management Processes. By enrolling in this course you will learn and see the benefit of Continual Service Improvement in a company.

 

85. Benefit in Taking ITIL Foundation Course 
Benefits in taking this course:
This unique process and format in the course follows the guiding principles and gives broad coverage of ITIL V3 Foundation Certification Exam subjects. The ITIL v3 is the latest version that is used in best practice framework in IT. Attaining the Foundation Certification signifies clearly that you can play a great part in improving the IT system in your organization.

 

86. Free ITIL Sample Tests Available online
Any student who is about to take an exam is anxious to know what the test questions are about. Those who take board exams and bar exams are no 
Different from the average person in that respect. It is a welcome relief then that review schools offer pre-testing and other tips helpful or passing an
Exam. ITIL schools also offer copies of an ITIL Sample Test and trail testing. The sample test is available free on line. The actual exam contains 40
Questions which are supposed to be answered within 60 minutes. The exam is in the form of multiple choices with a passing score of 26 out of 40.
What is the use of going through a sample test? Well, we know that our brain has more storage capacity than that of any computer, and it is capable 
Of storing volume upon volume of information. Therefore, the lessons we have learned before are stored up in our brain. However, just like re
computers, there are times when we need to click on the refresh button to activate some files. This is way we use reviews and sample tests.

 

87. Main aspects of the methods for service delivery defined by ITIL standards: 
? The first part is grouped into three classifications: The Customers who are the party responsible for contracting IT Services and listing down the IT projects given to the right service provider account. The user, the people who are responsible for using the IT services in question, so they can function in their assigned tasks within tasks within their employer organization. The organization, this is the IT group which is said to be the client for the IT services provided by the service provider.
? The second part in service delivery involves service level management. 
? The third part is called CMDB, which deals with the detailed information about system configuration, like hardware and software. 
? The fourth part is devoted to availability management, which is basically about making sure that the IT service provider can always be available and reliable with IT services properly maintained to ensure good service.
? The fifth part, which is based on capacity management, will require staff to draw up capacity plans, monitor IT performance, and even simulate capacity requirements.
? The sixth part lists the area of financial management, where its people are responsible for measuring the financial cost of the service and tagging the preferred service provider service provider who can offer a reasonable price.
? The last part gives information about IT Service Continuity Management that evaluates, and draws up contingency plans, so that the service provider can assure the rapid recovery of the service when disastrous and severe faults in the IT infrastructure rear their ugly head.
88. How can ITIL software asset management can benefit you 
Some of the benefits brought about by asset management are:
? The supply of accurate information for all IT configuration items that can support the service delivery and support process;
? Provision of trend and impact analysis information in change management and problem management;
? Improvement in IT security featuring an advantageous configuration in item control;
? An increase in customer satisfaction;
? Improvement in financial planning trough clear identification of all the assets and all related associations;
? Improved software license management; and
? Increase confidence in IT service management and the IT system being used.

 

89. What are ITIL templates?
What are ITIL templates? Basically, these are your easy-to-understand references when it comes to ITIL implementation. If your organization is complying with the ITIL guidelines, then you will find that ITIL templates to be beneficial. First, the people who will benefit from templates include the following: employee who are dealing with the creation and customization of your company’s Service Level Agreement; those who are in charges in the company’s business processes.

 

90. Choosing the Right ITIL Training Center
When choosing the right ITIL training center, you must consider some things that a quality center must have.
First and foremost, the center must be accredited by the government (of the country you work in) to give exams and issue certificates.
The ITIL Training Center, as well as their instructors, must have enough experience in the trade or course they handle. 
Usually, this kind of training involves payment of substantial tuition fees. You should treat this as a career investment, so be meticulous in your choice. Check the amount of fees they charge, are they within industry standards? Just because you believe you are guaranteed to receive good pay after you have gotten your certificate does not mean you should just pay any fee amount.
Your training provider must have specialized in the kind of training you are considering.
The training center must also have a laboratory, complete with a full range of ITIL books.

91. The main differences between ITILV2 and ITILV3
The changes reflect the way ITSM has matured over the past decades. For example:
? Where v2 talked about Business and IT Alignment, v3 emphasises Business and IT integration. 
? Where v2 talked about Value Chain Management, v3 emphasises Value Network Integration.
? Where v2 talked about Linear Service Catalogues, v3 emphasises Dynamic Service Portfolios.
? Where v2 talked about Collection of integrated Processes, v3 emphasises Holistic Service Management Lifecycle

 

92. Does an ITIL career pay a good wage
And IT profession may become a more rewarding career if you simply keep adding a few more training courses ad studies to your ‘cap”. Being globally accepted and utilized and IT career can bring you a prosperous future and long-lasting employment prospects. IT is well accepted as a basic tool in any industry and / or occupation, and could therefore be rated as a must for any organization to possess as a resource. The practical question though is: does it pay well?
A Global knowledge market organization listed the ITIL Managers Certificate as being fifth in the top ten lists of the ten highest-paying certifications one can get in the technology industry. The average annual salary of an ITIL manager Certificate was listed at $94,000.00. Those with an ITIL Practitioners Certificate are believe to earn an average annual income of $87,917.00.People who choose to pursue Information Technology careers an can expect average annual income of $112088.00 (being the highest) and $78,579(the base)as June 2007.

93. Three reasons why ISO20000 certification is NOT ITIL V3 certification
Studying this latest ISO20000 paper reveals three reasons why ISO20000 certification of an organization is NOT ITIL certification:
1. ISO20000 only recognizes the management of financial assets, not assets which include "management, organization, process, knowledge, people, information, applications, infrastructure and financial capital", nor the concept of a "service asset". So ISO20000 certification says nothing about the management of 'assets' in an ITIL sense. 
2. ISO20000 does not recognize CMS or SKMS, and so does not certify anything beyond CMDB 
3. An organization can obtain ISO20000 certification without recognizing or implementing the ITIL concept of Known Error, usually considered essential ITIL.

 

94 The Benefits of ISO 20000 Implementation
Implementation of ISO 20000 brings with it many benefits and advantages. These will of course differ from organization to organization. However, the following list is a pretty good representation of the common results: 
1. Alignment of information technology services and business strategy. 
2. Creation of a formal framework for current service improvement projects 
3. Provides a benchmark type comparison with best practices 
4, Creates competitive advantage via the promotion of consistent and cost-effective services. 
5. By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture. 
6. Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprize operational processes. 
7. Reduction of risk and thus cost in terms of external service receipt 
8. Through the creation of a standard consistent approach, aids major organizational changes. 
9. Enhanced reputation and perception 
10. Fundamental shift to pro-active rather than re-active processes 
11. Improved relationship between different departments via better definition and more clarity in terms of responsibility and goals. 
12. Creation of a stable framework for both resource training and service management automation.

 

95. What is an IT Service?
The concept of IT services compels the IT managers to take a holistic view of the IT infrastructure. Traditionally, IT managers are used to managing individual IT components i.e. server, database, application, network etc. 
The “IT Service” concept views IT from an end user perspective i.e. IT service is what the customer or consumer receives. The IT service itself can be made up of hardware, software and communication facilities, but is perceived by the customer/consumer as a self contained, coherent entity. 
The IT service in turn is made up of various components. For example email service provided by the IT department is made up of IT components like Email server, email server application, email client application, LAN/WAN and the Desktop computer. Deterioration in any of the IT components will affect the end-user IT service i.e. email service.

 

96. How are ITSM and ITIL related?
IT Service Management is a structured approach to IT service delivery and support. IT Service Management (ITSM) concept can be realized by adopting the ITIL best practices framework. At the core of ITIL framework are the two Service Management modules called “Service Delivery” and “Service Support”. ITIL framework takes a comprehensive view of ITSM and hence also includes other areas like application management, infrastructure management and security management. In all ITIL today has 7 modules that impact IT service management. All the ITIL areas are elaborated ahead.

 

97. Introducing ITSM
Today, Business Services are increasingly delivered or enabled using Information Technology. Business and IT management need guidance and support on how to manage the IT infrastructure in order to improve functionality and quality in a cost effective manner. The concept of IT Service Management (ITSM) is at the heart of Information Technology Infrastructure Library (ITIL). ITIL provides the much-needed guidance on how to manage IT infrastructure so as to streamline IT services in line with business expectations. ITIL is a best practices framework, it presents the consolidated learning’s and experience of organisations worldwide on how to best manage IT services to meet business expectations.

 

98. Barriers to Adoption of ITIL processes
According to Rovers, perhaps the biggest barrier to the adoption of ITIL processes is a lack of visibility; many of his potential customers “have no clue” of these service-oriented best practices: “It’s a big unknown,” he says. Once this awareness hurdle has been vaulted, he contends the stiffest challenge facing IT management pursuing an ITSM approach is resistance to change. Because ITSM “involves peoples’ jobs,” managers can’t implement it merely as a process change. He points out that while the most successful implementations “institutionalize responsibilities as low as possible in the organization,” this empowerment comes with accountability, a “dirty word” to some. He suggests that businesses inculcate accountability without people feeling their jobs are on the line.

Another area of possible staff resistance comes when it’s time to document processes. Forsythe’s Tainter points out that most IT staff is not skilled in documentation and may see it as unnecessary overhead. He notes that this issue may be especially acute for small companies (for example, those with less than 30 IT staff) because they may find there just aren’t enough people available to manage the array of ITIL processes.

Both Rovers and Tainter agree that a successful ITSM implementation requires strong leadership and management sponsorship. Rovers stresses that ITIL only deals with one-third of the who/what/how trinity of questions IT departments must answer in transforming their organization?/font>namely “the what,” for example, processes and best practices that should be adopted. He says the tough work of an IT leader is mapping these processes to the people within an organization charged with implementing each process (“the who”) and to the tools required for implementation (“the how”). According to Tainter, one of the primary tasks of an ITSM champion is justifying an effort that features benefits that aren’t easily quantifiable (for example, improving “soft costs” such as productivity or customer satisfaction that can’t easily be translated into a hard ROI figure).

 

99 The Problems of NOT Having a Service Desk
? Users/Customers are not sure who to contact when they have a problem
? Incidents are duplicated or lost
? Technical support staff are constantly interrupted, or requested to work on inappropriate issues
? Work effort is often duplicated
? Work is allocated on the basis of each technical department’s priorities, not on the overall importance of an IT service to the business
? Problem resolution is un-coordinated and inefficient, therefore more expensive
? Management information is fragmented and often irrelevant

 

100. Some of Benefits that an ITIL Overview Simulator Software Provides 
There are some of benefits that ITIL overview simulator software provides to IT service management:
? To be able predict the course and results of certain actions.
? To have an understanding of why events occur.
? To be able to indentify problem areas before implementation.
? To explore results of the modifications made.
? To be able to evaluate ideas and identify the reasons behind inefficiencies.
? To gain insight and stimulate one’s creative thinking.
? To be able to communicate the simulation results with integrity and feasibility of your proposals.

 

來源: 
http://itilcommunity.com/modules.php?name=News&file=article&sid=1t

September 2008 EMA Analyst’s Corner:
Answers to the Top 10 ITIL Questions

One of the constants in IT is change. So, it should come as no surprise that ITIL has changed as well. ITIL version 2 was published in 2000, and last year some significant changes were included in the ITIL version 3. As is the case with any change, people often have many questions. Therefore, I’ve compiled the top 10 most frequently asked questions from clients about ITI 
Answers to Top 10 ITIL Questions:

1. What is ITIL? ITIL is The Information Technology Infrastructure Library. It was produced by the Office of Government Commerce in the United Kingdom and is a collection of best practices for IT management. It is comprised of five separate main volumes. These volumes address the complete IT lifecycle and include information on the most basic IT Management concepts, such as Change Management, Service Catalog and Configuration Management Database.

2. What are my competitors doing with the ITIL? Chances are, they are completing ITIL training and implementing many of the concepts and best practices found in the ITIL. In a recent survey on Service Catalog Implementations, over 90% of the respondents had ITIL training – regardless of whether they had decided to implement the Service Catalog.

3. How big does my organization need to be before I need ITIL? ITIL doesn’t just fit large organizations. The processes espoused by ITIL are a framework for managing all IT organizations. While you may not find it is appropriate for your organization to completely break out and implement every management tool, you should evaluate all of the best practices and determine which are most appropriate for your organization. Our advice is to follow your pain points. Identify what will give you the most bang for the buck.

4. Why get ITIL training? Can’t we just read the books? It is rare indeed to find the individual, much less the complete organization, that can be tossed a book on any subject and learn the concepts and apply them without some help. While you may be marginally successful, chances are you would create more problems than you would solve. EMA recommends some basic levels of training for your organization. See FAQ #6 below.

You will also find your organization will benefit through the standardization of terms and an overall understanding of the concepts presented in ITIL training.

5. Our organization is already underway with ITIL version 2. Do we really need to have training on ITIL version 3? There are some new concepts introduced in ITIL version 3 that were added due to the recognition of deficiencies in ITIL version 2. While the basics from version 2 are still in version 3, it makes sense, if you found version 2 worthwhile, to take advantage of the changes found in version 3. You should also ask yourself “Do we see CMDB or Service Catalog in our future?” Service Catalog Management was introduced as its own best practice in ITIL version 3. This is also one area of the ITIL that will make a dramatic impact on your relationships with your customers. The Configuration Management Database (CMDB) has had some basic changes as well. While ITIL version 2 talks to only one CMDB, ITIL version 3 addresses what EMA has long espoused in our consulting practice – multiple, federated CMDBs with a core CMDB providing coordination, integration, synchronization, and reconciliation services.

6. Who really needs training and at what level? Not everyone in your organization needs to be certified at the foundations level, nor do all of your managers need to be certified as ITIL Experts. During our assessments we help companies address this question. We find most need to have project personnel with some basic ITIL training. Senior managers can benefit from the ITIL Executive Overview and the Executive Workshop that teaches the basics on developing an ITIL Business Plan.

7. What level of training do I need? What is your position? If you are attempting to lead a major ITSM program, you should probably consider getting certified to the Expert level. This will give you the most complete picture of ITIL. If you are an executive that would like to simply be more aware of the ITIL, then we recommend the Executive Overview. As a manager or project team member working towards the implementation of a specific best practice, EMA recommends foundation training.

8. What should I look for in a training organization? You should ensure that any trainer is working with either EXIN or ISEB for examinations. All ITIL certifications are managed by these two examination boards in conjunction with the OGC and the IT Service Management Forum (itSMF), which comprise the ITIL Certification Management Board (ICMB).

9. What is the ROI for ITIL Training? EMA recommends you don’t look to the training itself to provide the answer, but to the ROI for the best practices you implement. Even with this, unless you have a clear picture of where you are today, you will struggle with the evaluation of the improvements. During our assessments, EMA routinely helps companies get a clear picture of their organizations before implementation, identify the optimal place to start improvements, and then define measurements to quantitatively recognize the impact of changes.
What is the process to get my organization ITIL Certified? While there are ITIL compliant tools, ITIL does not have any certification process for tools or organizations beyond the certification process for individuals.L, and provide answers to these questions.