IT Servicemanagement op basis van ITIL 2011 ... Samenvatting IT Servicemanagement op basis van ITIL

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Transcript of IT Servicemanagement op basis van ITIL 2011 ... Samenvatting IT Servicemanagement op basis van ITIL

  • Samenvatting

    IT Servicemanagement op basis van ITIL 2011

    Voor privé gebruik Volledigheid en geschiktheid voor welk doel

    dan ook is niet gegarandeerd!

    R. Brinkman www.rudybrinkman.nl

    Samenvatting op basis van het boek: IT-Servicemanagement op basis van ITIL 2011 Editie

    Eerste druk, tweede oplage, maart 2014

    (en aanvullende bronnen)

  • Inhoudsopgave DEEL 1.................................................................................................................................................5

    2 Inleiding Servicemanagement en de servicelevenscyclus............................................................5 Functies en Processen.................................................................................................................8 Rollen en verantwoordelijkheden.............................................................................................10 RACI model..............................................................................................................................10 Governance en managementsystemen......................................................................................12 CMMI-model............................................................................................................................13 Servicelevenscyclus (IT Infrastructure Library).......................................................................14

    3 Functies.......................................................................................................................................16 IT-operations management........................................................................................................16 Servicedesk...............................................................................................................................17 Technisch management.............................................................................................................18 Applicatie management.............................................................................................................19

    DEEL 2...............................................................................................................................................22 4 Servicestrategie...........................................................................................................................22

    Strategiemanagement voor IT-services.....................................................................................23 Serviceportfoliomanagement....................................................................................................27 Financieel management voor IT-services..................................................................................31 Demandmanagement.................................................................................................................34 Klantrelatiebeheer.....................................................................................................................37

    5 Serviceontwerp...........................................................................................................................40 Inleiding....................................................................................................................................40 Ontwerpaspecten.......................................................................................................................42

    1. serviceoplossingen voor nieuwe of gewijzigde services..................................................42 2. management informatie systemen en tools, de serviceportfolio......................................42 3. technologie- en management-architecturen......................................................................43 4. ontwerpen van de vereiste- of benodigde processen........................................................45 5. de metrics.........................................................................................................................45

    Ontwerpactiviteiten...................................................................................................................45 Oplossing ontwikkelen.........................................................................................................46

    Basisbegrippen van Serviceontwerp.........................................................................................46 Ontwerpcoördinatie...................................................................................................................49 Servicecatalogusmanagement...................................................................................................50 Servicelevelmanagement...........................................................................................................52 Capaciteitsmanagement.............................................................................................................53 Availabilitymanagement...........................................................................................................55 IT Service Continuity Management..........................................................................................57 Information Security Management...........................................................................................58 Leveranciersmanagement..........................................................................................................61 Organisatie................................................................................................................................61 Methoden, technieken, tools.....................................................................................................62 Implementatie-afwegingen........................................................................................................62

    6. Servicetransitiefase....................................................................................................................64 Inleiding....................................................................................................................................64 Transitieplanning en ondersteuning..........................................................................................66 Changemanagement..................................................................................................................67 Serviceasset- en configuratie management...............................................................................70 Release en deployment management........................................................................................72

    Samenvatting – IT Servicemanagement op basis van ITIL 2011 – 2/101

  • Service validation & testing......................................................................................................74 Change evaluation (Wijzigingsevaluatie).................................................................................75 Kennismanagement...................................................................................................................76 Organisatie................................................................................................................................77 Methoden, Technische systemen en tools.................................................................................78 Implementatie ...........................................................................................................................78

    7. Serviceproductiefase..................................................................................................................79 Inleiding....................................................................................................................................79 Monitoren en controleren..........................................................................................................80 Eventmanagement.....................................................................................................................81 Incidentmanagement.................................................................................................................83 Request fulfillment....................................................................................................................84 Problemmanagement.................................................................................................................85 Accessmanagement...................................................................................................................87 Implementatie............................................................................................................................87 Organisatiestucturen van serviceproductie...............................................................................88

    8. Continue serviceverbetering......................................................................................................90 Inleiding....................................................................................................................................90 Verbeterproces in 7 stappen......................................................................................................95 Organisatie................................................................................................................................97 Methoden, technieken en tools..................................................................................................97 Implementatie............................................................................................................................98

    Bronnen.................................................................