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¿Cómo puede ITIL4 ayudar a mi organización? 4 ITIL ® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. zonabusit.com
¿Cómo puede ITIL4 ayudar a mi organización?
4
ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.
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ITIL v2
ITIL v3
Foco en… Procesos
Foco en… Ciclo de vida
Foco en… VALOR
4
ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.
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Service Value System 4 Dimensions Model + Componentes esenciales
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4 Dimensions Model
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Service Value System (SVS)
Cultura
Catálogo Servicios
Estrategia Gestión
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Service Value Chain (SVC)
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Focus on value
Start where you are
Keep it simple and practical
Progress iteratively and feedback
Collaborate and promote visibility
Think and work holistically
Optimize and automate
7 Guiding principles
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7 Guiding principles
Think and work holistically
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Procesos 34 Prácticas …
General Management
Service Management
Technical Management
14 Practs.
17 Practs.
3 Practs.
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… prácticas con “Heat Map”
Service Desk Heat Map
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Ciclo de vida ¿waterfall?
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Ciclo de vida ¿waterfall?
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1. Architecture management
2. Continual improvement
3. Information security mngt.
4. Knowledge management
5. Measurement and reporting
6. Organizational change mngt.
7. Portfolio management
8. Project management
9. Relationship management
10. Risk management
11. Service financial mngt.
12. Strategy management
13. Supplier management
14.Workforce and talent mngt.
General Management 14 Prácticas
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1. Availability management
2. Business analysis
3. Capacity & performance mngt.
4. Change control
5. Incident management
6. IT asset management
7. Monitoring & event mngt.
8. Problem management
9. Release management
10. Service catalogue mngt.
11. Service configuration mngt.
12. Service continuity mngt.
13. Service design
14. Service desk
15. Service level management
16. Service request mngt.
17. Service validation & testing
Service Management 17 Prácticas
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1. Deployment
2. Infraestruture and platform
3. Software development and mngt.
Technical Management 3 Prácticas
Alejandro Castro [email protected] linkedin.com/in/proactivajandro @proactivajandro
linkedin.com/in/oscarcorbelli @OscarCorbelli
Oscar Corbelli
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ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.
