Was ist ITIL ? ITIL - IT Infrastructure Library eine LISTE aller typischen Aufgaben in der IT (nicht nur Betrieb) Hersteller-, Branchen- und Organisations-unabhängiger Standard Best Practice Aspekte & Hinweise zur konkreten Umsetzung Band 3-15 Service Support Incident Management Problem Management Configuration Mgmt. Change Management Release Management Band 1 Service Delivery Capacity Mgmt. Availability Mgmt. Service Level Mgmt. Service Continuity Mgmt. Financial Mgmt. Customer Relationship Mgmt. Band 2

ITIL Prozess-Modell (Beispiel) Prozessmodell der Fa. Lufthansa (Betrieb ist outgesourced)

ITIL Prozess-Modell (Beispiel) Prozessmodell mit Fokus auf reines IT Service Management Relationship Management Incident Management Availability Management Cost Mgmt Contingency Planning Strategy Human Resource Mgmt Architecture & Standards Costs & Finance Service Build&Test Service Design Problem Management Operations Management Configuration Mgmt Change Management Software Control & Distribution Service Level Management RfC IT Service Management

Vorschlag IT Process Map FI Account Mgmt Service Development Service Planning User Services Customer Manager Strategic Processes Relationship Management Incident Management Availability & Contingency Management Cost Mgmt Capacity Mgmt Strategy Human Resource Mgmt Architecture & Standards Costs & Finance Service Build&Test Service Design Problem Management Operations Management Configuration Mgmt Change Management Software Control & Distribution Service Level Management RfC Operational Processes