ITIL是IT Infrastructure Library的縮寫,可翻譯成資訊技術基礎架構庫,是在1980中期由英國政府電腦暨電信局(CCTA)受委託發起,現已納入英國政府商務辦公室 OGC–the Office of Government Commerce)開發,用於規範IT服務管理的架構,提倡資源利用之最佳化、提昇資訊服務水準,許多跨國各大資訊廠商(如IBM、HP、Microsoft、CA等)也都參與並實踐其理想,ITIL所包含的內容非常完整,最初是由40本左右的手冊所構成,1990中期OGC為因應產業變更,並增加其閱讀性與實用性,重新規劃後產出ITIL Version 2.0(以下簡稱為ITIL V2),核心在於描述Service DeliveryService Support。到了2007年OGC為了因應快速發展變化的IT服務管理市場,推出最新的ITIL Version 3.0(以下簡稱為ITIL V3),以符合市場的實際需求。ITIL V3與V2的主要差別,在於引進服務生命週期(Service Life Cycle)模型,並修正了部分有關management 跟 processes的描述。

   因筆者主要熟悉 ITIL V2,以下就針對ITIL V2所描述之Service Delivery及Service Support的10項管理流程跟Service Desk做簡單的描述。

Service Delivery Functions:

• Availability Management

   Objectives:
   1.To predict, plan for and manage the availability of services by ensuring that:
     1.1 All services are underpinned by sufficient, reliable and properly maintained CIs
     1.2 Where CIs are not supported internally there are appropriate contractual
           agreements with third party suppliers
     1.3 Changes are proposed to prevent future loss of service availability
   2.Only then can IT organizations be certain of delivering the levels of availability
      agreed with customers in SLAs.

• IT Services Continuity Management

   Objectives:
   1. Increases Business dependency on IT
   2. Reduced cost and time of recovery
   3. Cost to customer relationship
   4. Survival

• Capacity Management

   Objectives:
       To determine the right, cost justifiable, capacity of IT resources such that
   the Service Levels agreed with the business are achieved at the right time.
   1. Demand Management:Business Capacity Management
   2. Workload Management:Service Capacity Management
   3. Resource Management:Resource Capacity Management

• Financial Management

   Objectives:
       To provide information about and control over the costs of delivering IT
   services that support customers business needs.
   Input cost units recommended by ITIL:
   1. Equipment Cost Units (ECU)
   2. Organization Cost Units (OCU)
   3. Transfer Cost Units (TCU)
   4. Accommodation Cost Units (ACU)
   5. Software Cost Units (SCU)

• Service Level Management

   Objectives:
   1. Business-like relationship between customer and supplier
   2. Improved specification and understanding of service requirements
   3. Greater flexibility and responsiveness in service provision
   4. Balance customer demands and cost of services provision
   5. Measurable service levels
   6. Quality improvement (continuous review)
   7. Objective conflict resolution

Service Support 跟 Service Desk 待下篇介紹

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