How to use ITIL in the hottest enterprise

  • Detail

How should enterprise ITIL be used

with the increasingly extensive application of information technology, enterprises have introduced numerous systems to strengthen their competitiveness. Whether the enterprise constructs ERP system, supply chain system, CRM system, decision support system, knowledge management system, etc., these systems will eventually be included in the enterprise's it operation and maintenance system. When we look at the solution life cycle, we can see that all solutions should eventually be included in the IT operation and maintenance system and used by enterprise employees

the necessity of enterprise ITIL application

if the IT operation and maintenance management is not done well, no matter how good and powerful the systems built with huge investment are, they are useless because the enterprise information center simply cannot use them smoothly. The director of the information center of a large domestic electronics company said that the company has more than 40 systems. The most important one is the IT operation and maintenance system. Only good it operation and maintenance can enable the company to use each system well. This view is really to the point

in other words, any abnormal fluctuation of information system will directly affect the normal development of enterprise business. Once the information system collapses, the impact on the enterprise will be fatal. In this form, it infrastructure library (ITIL) has been extended to the fields related to the development and delivery of end-to-end business services, which has become a very hot topic at present

Figure 1 shows the schematic diagram of Broadview ITIL operation and maintenance management framework

itil was first developed by the central computer and Telecommunications Management Center of the British government. As a best practice guide for government IT departments, it was soon promoted to private enterprises in the UK, then spread to Europe, and began to rise in the United States in recent years. In 2004, at a data center conference, Gartner conducted a survey on 164 participants, most of whom came from large enterprises in the United States. The survey found that their understanding of ITIL is deepening year by year, and 41% of them have applied it to varying degrees. In 2003, the figure was 31%. At present, the second version of ITIL is widely adopted by European and American enterprises. It includes seven systems: service support, service provision, implementation service management, application management, security management, infrastructure management and ITIL's business prospects

itil is not a set of conceptual models, it is based on the best practical experience. Many of these experiences are not only well known, but also used by countless IT organizations to improve the efficiency of IT services and strengthen horizontal communication between IT departments. This methodology has been tested for decades and proved to be the most widely accepted it experience guide in the IT industry, which is equivalent to the industry standard of IT management

enterprise ITIL implementation path

enterprise ITIL operation and maintenance management can be divided into two parts: it service support and service provision. Service support is the comprehensive management of infrastructure IT facilities and helps maintenance personnel complete daily operation and maintenance work, focusing on it technology. Service provision is the support for transforming management data into decision-making information and business level. The focus of work is to look at problems from a business perspective. At present, it operation and maintenance management solutions are oriented to staff at different levels and can meet management needs from multiple perspectives

the characteristics of non cracking, non expansion and non deformation of wood plastic also save the cost of later maintenance and maintenance.

Broadview ITIL solution of guangtongxinda provides different services and support at three levels: infrastructure oriented management, providing comprehensive management system resources, performance management and optimization, fault management, etc; For maintenance managers, implement service management and resource monitoring, and have detailed knowledge base functions; For leaders and decision makers, it provides comprehensive reports, performance evaluation, comprehensive operation and maintenance evaluation tools, etc. Through different management at three levels, it helps enterprises realize it service process, and provides practical implementation methods on the basis of enterprises' continuous pursuit of ITIL standardization framework

Figure 1 is the schematic diagram of Broadview ITIL O & M management framework. It can be seen that it covers two basic aspects of ITIL, including service support: help desk, event management, problem management, work order management and duty management; Service provision: service level management, availability management, it service continuity management. In it operation and maintenance, the enterprise can receive various requests from employees in real time through the interface of the help desk. The duty management module determines that the relevant personnel will process the requests. After receiving the requests, the system will conduct trend analysis through event management, and send the results to problem management. With the help of a powerful knowledge base, an appropriate solution can be obtained. At this time, the duty management will send work orders and change requests, It shall be completed by the employees in each link. When the corresponding operation is completed according to the specific request, that is, after the change is implemented as the largest MDI production and service provider in the world, the real-time status of the system is updated again through change management. At this time, all system operators will update the IT system at the same time to avoid system failures caused by change management, and finally the help desk will feed back the processing results to the employees. At the same time, the process operation based on work order management forms a closed loop, which can generate an operation report to provide a basis for assessing the operation and maintenance performance

for example, when an employee of an enterprise finds a problem in the IT system, he needs to enter the ITIL workflow. First, he will ask the help desk for help; The service desk will send this problem to the service support personnel in relevant fields. These service support personnel have certain experience and will quickly solve the requests submitted by employees with the help of past experience and system knowledge base; If the problem cannot be solved, the service desk will submit the problem to the senior engineer for solution, and so on, and finally submit the problem to the senior management of the IT department for solution. Because the service desk is established in accordance with ITIL standards, its operation can greatly improve the response time of enterprises to deal with emergencies, so as to comprehensively improve the response rate of it and promote the collaborative disposal of municipal waste and industrial waste by cement kilns

in addition, the IT system tracks and manages emergencies in real time. The complete ITIL solution can easily record all the event data since the emergence of Portland cement in the 1920s. Through these data, it employees can understand the occurrence and development trend of the event, so as to find the root causes and solve many long-term problems. Similarly, when making system changes and installing new software, the ITIL process can prevent many system conflicts that have occurred from happening again, which is conducive to change management and release management

on the whole, ITIL puts forward it service management from the perspective of service, helping users complete the overall design, implementation and continuous optimization of their IT service management from the perspective of business; In terms of practical operation, it will transform it from functional operation to service, provide various practical cases and topics, help users realize quantitative connection between enterprise business needs and it management through it service management, truly realize quantitative assessment of enterprise business and it, and reflect the value of IT management. (end)

Copyright © 2011 JIN SHI