IBM的解决方案--IT服务架构

IBMGlobalServicesJanuary2002IBMandtheITInfrastructureLibrary.HowIBMsupportsITILandprovidesITIL-basedcapabilitiesandsolutionsIBMandtheITInfrastructureLibrary.Page22Executivesummary4IBMpromotesandsupportsITIL4IBMhasalonghistoryrelatedtoITILdevelopment6IBMconsultingandservices7Skills,assetsandmethods9Solutionapproach12Design13Implementation18Education19IBMhassuccessfullyappliedITILcapabilitiesforthebenefitofourclients21IBM’sstrategicITILsteps23Summary23FormoreinformationContentsExecutivesummaryDoesIBMsupportITIL?IBMcontributedsignificantlytotheoriginalITInfrastructureLibrary(ITIL),andcontinuestobeadeveloper,revieweranduseroftheITIL.Forexample,mostrecently,IBMledtheprojecttowritethenewApplicationManagementbook.Thefinaldraftofthisbook,coauthoredbyIBMandMicrosoft,hasjustbeensubmittedtotheOfficeofGovernmentCommerce(OGC)intheU.K.andisreadyforpublication.DoesIBMhaveITILcapabilities?IBMGlobalServicesappliesauniquecombinationofskills,assetsandmeth-odstohelpensurewesuccessfullyapplyourcapabilitiesinimplementingITILbestpracticesinourclients’servicemanagementprograms.IBMhascapturedthebestpracticesandintellectualcapitaldrawnfromclientengagementsworldwideandourownexperienceinrunningglobalinformationtechnology(IT)operations.Weuseouraward-winningAssetWebIntellectualCapitalMan-agementsystemtohelpensurethatIBMpractitionersaroundtheglobeshareandhaveaccesstoourextensiveITILknowledgeandintellectualcapital.IBMmethodsfeatureindustrybestpracticesonwhichtobuildprojects.Thishelpsensureafastprojectstartandastablegroundfortheongoingproject.IBMGlobalServicesappliesauniquesetofskills,assetsandmethodstohelpbuildclients’servicemanagementprograms.TheBusinessTheTechnologyITIL—PlanningforServiceManagementApplicationManagementTheBusinessPerspectiveInformationandCommunicationTechnologyInfrastructureManagementServiceManagementServiceSupportServiceDeliveryIBMandtheITInfrastructureLibrary.Page3HighlightsHowcanIBMhelpmeimplementITIL?IBMInfrastructureandSystemsManagementServicesencompassestheentiresystemsmanagementlifecycle—fromeducationtoassessment,strategyanddesign,toimplementationandoperations.IBMhasaproventrackrecordinsuccessfulimplementationofITIL-basedsolutions.IBMcan:•EducateyourstaffandmanagethecertificationinITILskills•HelpyouunderstandtheITserviceneedsofyourcustomersanddevelopandmanageyourserviceportfolio•Determinethekeycapabilitiesyourequiretodeliverthoseservicesanddevelopappropriatestrategiesfordevelopingorsourcingthosecapabilities•DesignandimplementtheITILprocesses,beingcertaintoincludeallelementsthatmustbeincorporatedtosupportasuccessfulsolution(mea-surements,organizationalchange,roles,reportingrequirementsandothergoverningaspects).HowisIBMuniqueintheITServiceManagementmarketplace?IBMoffersasetofprebuiltsolutionsderivedfromthebestpracticesdescribedintheITInfrastructureLibrary,andimplementedontheleadingITIL-compatibletools.Theseprebuiltsolutions,calledIRM(InfrastructureResourceManagement)Acceleratorsolutions,arebaseduponbest-of-breedtemplates.Thesolutionsincludeaprecustomizedtool(furtherpersonalizedtotheclient’sorganization),jobandroledefinitions,userprocedures,installationaids,measurementsandreports.Theyhaveproventoreduceimplementationtimebyupto80percent,andhaveproventooffervalueintwotothreemonths.IBMoffersasetofprebuiltsolutionsthatcanbeimplementedquicklyandthatdelivervaluewithinthreemonths.IBMandtheITInfrastructureLibrary.Page4HighlightsIBMpromotesandsupportsITILIBMrecognizesthattheITInfrastructureLibraryisanimportantstandardinprovidingastructuredapproachtoITServiceManagement.ITILisanonproprietarysetofdefinitions,witheducationandcertificationavailablefromavarietyofsources.Consequently,manyITprovidersembraceitasthefoundationforelementsoftheirITmanagementsystem,particularlyITServiceManagement.IBMhasbeenanactiveparticipantinthedevelopmentandenhancementoftheITILdocuments,andhasplayedanimportantroleinhelpingITILreachitscurrentlevelofmaturity.IBMisalsoactiveinorganizationssuchastheITServiceManagementForum(itSMF)thatseekstopromoteITILandeffectiveservicemanagement.InmostcountrieswhereitSMFhasanationalchapter,IBMisanactivemember.IBMhasalonghistoryrelatedtoITILdevelopmentIBMhasbeenandcontinuestobeadeveloper,revieweranduseroftheITInfrastructureLibrary.Intheearly1980s,IBMdocumentedtheoriginalSystemsManagementconceptsinafour-volumeseriescalledAManagementSystemforInformationSystems.Thesewidelyaccepted“yellowbooks,”alongwitheducationandexpertiseprovidedbyIBM,werekeyinputstotheoriginalsetofITILbooks.Sincethen,IBMServiceManagementimplementationexperiencethatwasgainedduringthe1980sandearly1990scontributedideastotheongoingdevelopmentoftheITILbooks.IBMhasplayedanimportantroleinhelpingITILreachitscurrentlevelofmaturity.IBMandtheITInfrastructureLibrary.Page5HighlightsIBMhasbeenanactiveparticipantinreviewingthecontentofthenewversionsoftheServiceDeliveryandServiceSupportITILbooks.Aspartofthiseffort,IBMrecentlyreviewedthedraftversionpriortofinalreleaseofthenewITILHandbook.Mostrecently,IBMledtheprojecttowritethenewApplicationManagementbook.Thefinaldraftofthisbook,coaut