ITIL: Understanding And Using It Service Management ITIL的：理解和使用它的服務管理

By:方式： Alan Calder格林斯潘卡爾德龍
‘ ITIL ‘ is a term that is fast gaining currency around the IT world. ' ITIL的 '是一個術語，是異軍突起的貨幣各地的IT世界。 It is often wrongly described as ‘IT governance’ - in fact, on its own, it certainly isn’t this.這是常常被錯誤地描述為' IT治理' -事實上，就其本身，它當然不是這一點。 ITIL is a collection of best practices that helps companies implement an IT Service Management culture. ITIL是收集的最佳做法，幫助企業實施IT服務管理文化。 However, its growing popularity reflects the substantial impact it can make on a company’s IT and business performance and the fact that, in combination with other frameworks, it is a vital ingredient in creating true IT governance.但是，它的日益普及反映了重大影響，可以對公司的IT和業務的性能和事實，結合其他框架，它是一個至關重要的因素，創造真正的IT治理。

What is IT Service Management? 什麼是IT服務管理？

Today’s businesses are increasingly delivered or enabled using information technology.今天的企業越來越多地交付或啟用使用信息技術。 Business and IT management need guidance and support on how to manage the IT infrastructure in order to cost-effectively improve functionality and quality.業務和IT管理需要的指導和支持就如何管理IT基礎設施，以符合成本效益的改善功能和質量。 IT Service Management is a concept that deals with how to define and deliver that guidance and support. IT服務管理是一個概念，涉及如何界定和提供的指導和支持。 In common with other modern management practice, it views things from the customer’s perspective, ie IT is a service that the customer or consumer receives.與其他現代管理實踐中，事物的看法從客戶的角度來看，也就是說，它是一種服務，客戶或消費者接受。 It can be made up of hardware, software and communications facilities, but the customer perceives it as a self-contained, coherent entity.它可以由硬件，軟件和通訊設施，但客戶認為它作為一個獨立的，一致的實體。

So what is ITIL?因此，什麼是ITIL的？

Standing for ‘IT Infrastructure Library’, ITIL is a set of best practices that are at the heart of the IT Service Management approach.常務委員會的' IT基礎設施庫' ， ITIL是一套最佳做法的核心IT服務管理的辦法。 It provides guidance on how to manage IT infrastructure so as to streamline IT services in line with business expectations.它提供了指導如何管理IT基礎設施，以簡化IT服務符合企業的期望。 ITIL is a best practice framework, presenting the consolidated experience of organisations worldwide on how best to manage IT services to meet business expectations. ITIL是最佳實踐框架，提出了合併的經驗世界各地的機構就如何最好地管理IT服務，以滿足企業的期望。

ITIL was originally developed during the 1980s by the UK’s Central Computer and Technology Agency (CCTA), a government body, which created ITIL version 1 as an approach to incorporating various vendor technologies and serving organisations with differing technical and business needs. ITIL的最初是在80年代由英國中央計算機與技術局（ CCTA ） ，一個政府機構，造成ITIL的第1版的辦法，把各個供應商的技術和服務的機構具有不同技術和業務需求。 CCTA has now become part of the Office of Government Commerce (OGC), which, as official publisher of the ITIL library, updated it, published version 2 and continues to develop and support it. CCTA現在已經成為辦公室的一部分政府商務部（ OGC ） ，其中，作為正式出版ITIL的圖書館，它的最新出版的第2版，並繼續發展和支持。

ITIL has since become widely adopted across the world in both public and private sectors and is recognised as best practice, being deployed in organisations of all shapes and sizes. IT服務管理已經成為廣泛採用世界各地的公共部門和私營部門，是公認的最佳做法，部署在組織的所有形狀和大小。

What makes up the ITIL Library? 是什麼讓了ITIL的圖書館？

ITIL documentation consists of seven ’sets’ or ‘volumes’: Service Support, Service Delivery, ICT Infrastructure Management, Security Management, Planning to Implement Service Management, The Business Perspective and Applications Management. ITIL的文件包括七個'套'或'量' ：服務支持，提供服務，信息和通信技術基礎設施管理，安全管理，規劃實施服務管理，商業視角和應用管理。

Of these, Service Support, Service Delivery and Security Management are considered the central components of the ITIL framework, covering vital issues such as Incident Management, Configuration Management, Change Management, IT Service Continuity Management, Availability Management and IT Security Management.其中，服務支持，提供服務和安全管理被認為是核心組成部分ITIL框架，涉及重大問題，如事件管理，配置管理，變更管理， IT服務連續性管理，可用性管理和IT安全管理。

Learning about ITIL 學習ITIL的

The seven ITIL volumes are published by The Stationery Office, the official publisher of the UK government, and are available from七ITIL的卷出版的文具辦公室，正式出版的英國政府，並可以從 http://www.itgovernance.co.uk/catalog/23 . 。 In addition, to gain an overview and a sense of how to navigate these, it is helpful to consult one of several recommended introductory texts.此外，獲得概述和責任感，如何瀏覽這些，它是有益的磋商的若干建議介紹文本。 ‘Foundations of IT Service Management Based on ITIL - An Introduction’ is widely accepted as the best starting point and self-study guide. '基礎的IT服務管理基於ITIL的-介紹'被廣泛接受的最佳出發點和自學指導。 ‘Implementing Service and Support Management Processes - A Practical Guide’ is a thorough and comprehensive handbook on the subject, while the ‘itSMF Pocket Guides’ provide a good overview of each of the ITIL components. '實施服務和技術支持管理過程-實用指南'是一個徹底和全面的手冊，關於這個問題，而' i tSMF袖珍手冊'提供了一個很好地概括了每一個I TIL的組成部分。 These supporting texts may be obtained at這些支持文本可在 http://www.itgovernance.co.uk/catalog/7 . 。

Getting certified 辦理認證

Part of the reason for the recent growth in ITIL awareness is the publication in December 2005 of a new global standard to which businesses can become certified.部分原因最近的增長ITIL的認識是出版於2005年12月一個新的全球標準，哪些企業可以成為認證。 ISO 20000 (or ISO/IEC 20000:2005, to give it its correct name) is closely based upon the pre-existing British standard BS15000 - in fact, it is virtually indistinguishable.國際標準化組織20000 （或的ISO / IEC 20000:2005 ，給予其正確的名稱）有密切的依據原有的英國標準BS15000 -事實上，幾乎是不可能的區分。 The standard comprises two parts: ISO/IEC 20000-1 is the specification for IT Service Management against which an organisation’s practices can be certified; ISO/IEC 20000-2 is the ‘code of practice’ that describes best practices and the requirements of Part 1.該標準由兩部分組成：的ISO / IEC 20000-1是規範IT服務管理對這些企業的做法可以證明;的ISO / IEC 20000-2是'守則' ，描述的最佳做法和要求第1部分。

BS15000 has become widely used around the world since it was published in 2003 and was adopted virtually unchanged as the national standard in Australia and South Africa. BS15000已成為廣泛應用於世界各地的，因為它是在2003年出版，並獲得通過大致維持不變的國家標準，澳大利亞和南非。 A number of companies across the USA, Europe and Asia have already become certified as BS 15000 compliant.一些公司在美國，歐洲和亞洲已經成為認證為學士15000兼容。 We also recommend several excellent books that provide guidance on achieving BS15000/ISO 20000 compliance.我們還建議幾位非常優秀的書籍，提供指導，實現BS15000/ISO 20000遵守。

Upon the publication of ISO 20000, BS15000 was withdrawn and individual standards and certification bodies are drawing up their own formal transition programmes for conversion to the new standard.後出版的ISO 20000 ， BS15000被撤銷和個人的標準和認證機構正在制定自己的轉型方案正式轉換為新標準。 Companies already holding BS15000 should encounter no difficulty in converting their certification to the new standard, as this should be one of the considerations addressed by the individual certifying bodies.公司已經舉行BS15000應該遇到什麼困難他們的認證轉換到新的標準，因為這應該是考慮解決的個別認證機構。

Practitioners can also pursue a structured programme of ITIL examination and certification, comprising the ITIL Foundation Certificate, ITIL Practitioners Certificate and ITIL Managers Certificate.從業者還可以採取分階段方案ITIL的檢查和認證，其中包括ITIL的基礎證書， ITIL的執業證書和ITIL經理證書。 Examinations and certification in Europe are managed through two independent bodies: EXIN, the European Examination Institute for Information Science; and ISEB, the Information Systems Examination Board.考試和認證在歐洲的管理通過兩個獨立的機構： EXIN ，歐洲研究所的考試信息科學;和ISEB ，信息系統考試委員會。 Between them, these two organisations control the entire certification scheme.它們之間，這兩個組織控制整個認證制度。 In the United States, HDI is a principal organiser of examination and certification, and it and similar organisations provide coverage elsewhere around the world.在美國，人類發展指數是一個主要主辦單位的檢查和認證，它和類似的組織提供覆蓋世界其他地區。

These organisations ensure that personal certification is fair, honest and independent of the organisations that provide the training, and accredit training suppliers to bring about a consistent quality of course delivery.這些機構確保個人認證是公平，誠實和獨立的機構，提供培訓和認證培訓供應商帶來一貫的品質，當然交貨。

ITIL and IT Governance IT服務管理和IT治理

When combined with certain other frameworks, ITIL makes a major contribution to the creation of effective IT governance.如果加上其他一些框架， ITIL的作出了重大貢獻，建立有效的IT治理。 ITIL processes can be mapped to CobiT (Control Objectives for Information and Related Technology) processes, and the two frameworks complement each other nicely: if the CobiT control framework tells the organisation ‘what’ to do in the delivery and support areas, ITIL best practices help the organisation define ‘how’ to deliver these requirements. ITIL的過程可以映射到CobiT （控制目標信息和相關技術）的進程，這兩個框架是相輔相成的很好：如果CobiT控制框架講述了組織'是什麼做的交付和支持地區， ITIL最佳實踐幫助組織定義'如何'實現這些要求。 Similarly, ITIL works very effectively with ISO 17799, the international code of best practice for information security, providing guidance on how to manage the various processes that ISO 17799 prescribes.同樣， ITIL的工作非常有效地與ISO 17799標準，國際守則的最佳做法的信息安全，提供指導，就如何管理的各個流程， ISO 17799標準規定。

By drawing upon these three complementary frameworks as appropriate to its needs, an organisation can establish an IT governance regime that delivers real and lasting competitive advantage to its business.參照這三個相輔相成的框架適合其需要的組織，可以建立一個IT治理制度，實現真正和持久的競爭優勢，其業務。

About the Author : 作者簡介 ：

Alan Calder is CEO of IT Governance Limited, an authorised international distributor of ITIL books.卡爾德龍是艾倫的CEO IT管有限公司，授權的國際分銷商， ITIL的書籍。 ITIL books and the service management standards can be purchased online for worldwide delivery via ITIL的書籍和服務管理標準，可在線購買的全球交付通過 http://www.itgovernance.co.uk/page.itil
Read more articles by:閱讀更多文章： Alan Calder格林斯潘卡爾德龍

Article Source: www.iSnare.com 文章來源： www.iSnare.com

Save $30 instantly on McAfee Total Protection and Internet Security! 保存30美元即時的McAfee Total Protection和互聯網安全！