Microsoft PowerPoint - Sun Zhenpeng

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1 Make IT to the top International Regional Manager for Greater China: Sun ZP

2 IT 服务管理全球最佳实践 - ITIL ITIL 的发展历程 ITIL V1 90 年代初 ITIL V 年两大核心内容服务支持 (Service Support) 同服务提供 (Service Delivery) 共包含了十个核心管理流程以及一个职能 ISO 年 12 月 BS 正式被纳入 ISO 国际标准 ISO 的诞生 ITIL V 年 6 月生命周期视角描述了 IT 服务管理服务策略服务设计服务导入服务运营以及持续性服务改进 2

3 Best Practice of ITSM - ITIL ITIL Value chain 1.ITIL 2. Forum - itsmf 3.Publication 4.Certification 5.Training 6.Consulting 7.Tools & Application Others Training Forum Users ITIL Certification Tools Consulting Publication 3

4 IT 服务管理全球最佳实践 - ITIL ITIL 版本 2.0 4

5 IT 服务管理全球最佳实践 - ITIL ITIL 版本 3.0 生命周期服务策略 Strategy 服务设计 Design 服务导入 Transition 服务运营 Operation 持续性服务改进 Continual Service Improvement Continual Operation Design Strategy Improveme nt Transition 5

6 IT 服务管理全球最佳实践 - ITIL 行业协会 tsmf it Service Management Forum IT 服务管理论坛 itsmf 宗旨 : 通过独立, 透明以及非盈利性的知识平台在全球推广 IT 服务管理的普及和应用 itsmf 在全球 47 个国家和地区设立了分会 ItSMF 分会的构成以及其运营模式 itsmf 在大中华地区的发展 6

7 IT 服务管理全球最佳实践 - ITIL OGC ITILv2.0 出版物英国商务部 (OGC) 出版机构 TSO The Stationary Office Service Support Service Delivery Application Mgt ICT Infrastructure Mgt Planning to implement Service Mgt Software Asset Mgt Business Perspective1 Business Perspective2 Security Mgt Introduction to ITIL 7

8 IT 服务管理全球最佳实践 - ITIL OGC ITILv3.0 出版物英国商务部 (OGC) 出版机构 TSO The Stationary Office 服务策略服务策略服务设计服务设计服务导入服务导入服务运营服务运营持续性服务改进持续性服务改进 (Service Strategy) (Service Design) (Service Transition) (Service Operation) (Continuous Service Improvement) 8

9 IT 服务管理全球最佳实践 - ITIL itsmf 国际出版物 ITIL Foundation Frameworks Six Sigma Metrics Service Agreement ISO/IEC Project Prince2 Security ISO27001 Governance Cobit ALS Programme MOF 9

10 IT 服务管理全球最佳实践 - ITIL 联合北京清华大学出版社翻译出版 IT 服务管理书库系列 10

11 IT 服务管理全球最佳实践 - ITIL 认证考试 V2.0 ITIL Foundation : IT 服务管理基础认证考试 ITIL Practitioner: IT 服务管理从业者认证考试 ITIL Service Manager: IT 服务经理认证考试 11

12 IT 服务管理全球最佳实践 - ITIL 认证考试 V2.0 12

13 Exams for ITIL IT Service Management Foundation Introduces ITIL Foundation Certificate

14 Exams for ITIL Practitioners & IT Service Manager Introduces ITIL Clustered Practitioners

15 /exams for ITIL previous years 100% 80% 60% 40% 20% 0% Foundation Practitioner Manager

16 / ITIL ,481 23, ,639 Foundation Practitioner Manager 16

Total number of exams in 2007 The Netherlands : 20.000 International : 174.

17 Total number of exams in 2007 The Netherlands : International : Total number of exams : Total Number of ITIL exmas : more than

18 Number of exams per region 2007 Europe West 36% Middle East 1% Africa North 1% Africa South 1% America North 24% America South 5% Europe East 2% South Pacific 5% Asia 25% 18

19 Number of ITIL Foundation exams per region 2007 (June December) 19

20 % of ITIL Foundation exams per region 2007 (January December) 20

21 Number of ITIL Foundation exams per region 2008 (January June) 21

22 % of ITIL Foundation exams per region 2008 (January June) 22

23 Trend on ITIL Foundation exams Trend # of exams Month v2 Foundation v3 Foundation totals 23

24 IT 服务管理考试全球平均通过率 Pass Rate Foundation v2 : 89% Foundation v3 : 81% Practitioner : 76% Service Support : 62% Service Delivery : 59% 24

25 共计共计共计共计台湾台湾台湾台湾香港香港香港香港中国中国中国中国大中华地区大中华地区大中华地区大中华地区 ITIL 考试数量考试数量考试数量考试数量

26 ITIL V2 26

27 ITIL V2 MOF ITIL v3 ITIL v2 Prince2 ASL ISO/IEC ISO TMap ISO/IEC COBIT MSP ASL ITIL v3 CoSO Work Instruction Process execution Process control Strategic 27

28 ITIL V2 Foundation Certificate in IT Service Management guarantees your understanding of the basic terms, concepts, and relationships between ITIL processes. With the Practitioner Certificate in IT Service Management you have proven abilities in the specialized and practical aspects of one of the clustered ITIL processes. The Manager's Certificate in IT Service Management provides you with internationally recognized credentials that show you have clearly demonstrated your ability to implement and manage the overall IT Service provision. 28

29 ITIL V3 29

30 ITIL V3 MOF ITIL v3 ITIL v2 Prince2 ASL ISO/IEC ISO TMap ISO/IEC COBIT MSP ASL ITIL v3 CoSO Work Instruction Process execution Process control Strategic 30

31 ITIL V2 & V3 Credit Assignment 31 ITIL Expert: Achievement (22pts)

32 ISO

33 ISO MOF ITIL v3 ITIL v2 Prince2 ASL ISO/IEC ISO TMap ISO/IEC COBIT MSP ASL ITIL v3 CoSO Work Instruction Process execution Process control Strategic 33

34 ISO/IEC International Quality Standard for IT Service Management Providing guidance for the improvement of IT Services and ITSM processes Focusing on constant improvement of services and processes Assessing the quality of the IT Service provision Certification of IT Service providers 34

35 ISO/IEC certification Management Track Senior Manager/Consultant s Certificate according to ISO/IEC Manager/Consultant s Certificate according to ISO/IEC Auditing Track Lead Auditor s Certificate according to ISO/IEC Internal Auditor s Certificate according to ISO/IEC filtered Professional s Level filtered Support of IT Services Control of IT Services Management and improvement of IT Services Delivery of IT Services Alignment of Business and IT Foundation Level Foundation Certificate according to ISO/IEC

36 Why ISO/IEC 20000? Because it is An international, independent Quality Standard Specifies the practical procedures an organization should follow to improve the quality of its IT Service Management processes Achievable and certifiable Used for Government and Companies as proof of quality for providers entering tenders Part of the bigger management system scope (ISO 9000, ISO 27000, ISO 14000, etc.) Related to successful Best Practices such as ITIL, MOF, COBIT, ISO 9000, CMMI and ASL 36

37 ISO/IEC ISO 9000 Requirements for a management system Planning and implementing service management Planning and implementing new or changed services IT Service Management best practices Capacity Management Service Continuity and Availability Management Release Process Release Management Service Delivery Processes Service level Management Service Reporting Control Processes Configuration Management Change Management Resolution Processes Incident Management Problem Management Information Security Management Budgeting and Accounting for IT services Relationship Process Business Relationship Management Supplier Management 37

38 38 The new building for IT Service Management ISO/IEC ITIL MOF COBIT ISO 9000 CMMI

39 39 Governance Governance IT IT Operation Service Management Service Management Application Development Application Development IT Security IT Security Project Management Project Management IT Planning IT Planning Quality System Quality System

40 Classification Models of quality and control: ISO 9000 ISO COBIT COSO TQM EFQM Six Sigma TMap ISO Framework of processes: ITIL (v2 e v3) ASL MOF BiSL 40

41 ITIL and other certifications MOF ITIL v3 ITIL v2 Prince2 ASL ISO/IEC ISO TMap ISO/IEC COBIT MSP ASL ITIL v3 CoSO Work Instruction Process execution Process control Strategy Fonte: ISACA ampliato da A. Praitano

42 The value of the certifications 42

43 Respondents regional representation 43

44 Survey Results - The perceived benefits of ITIL V2 & V3 44

45 Survey Results - The perceived benefits of ITIL V2 & V3 45

46 Survey Results - How long does the market want ITIL V2 to stay? 46

47 Survey Conclusions Almost half of the people would like to see ITIL V2 remain coexisting peacefully with ITIL V3 in the long term. Less than 5% of the survey participants think ITIL V2 certification should be stopped at this moment. Almost 70% of the trainers and consultants argue that their customers still ask for ITIL V2 certification and a cross check with the users confirms this demand. The main reasons given for the continuing demand for ITIL V2 certifications are good experience with V2, the proven track record of V2 and the fact that no new, additional investments in an updated version of a framework have to be made. Trainers/consultants that currently sell or advise on ITIL V3, mainly state that they do so because V3 is the latest version, the evolution of V2 but also because they are uncertain how much longer ITIL V2 certification will remain available to the public. 47

48 Prove your competencies: get certified Proven quality of your IT staff to show all your customers Strengthen skills & improve job performance Stay competitive Better use of human resources Measuring the effectiveness of training programs 48 Independent certificates: quality assured

49 Thank you for your attention!

WTO

WTO 10384 200015128 UDC Exploration on Design of CIB s Human Resources System in the New Stage (MBA) 2004 2004 2 3 2004 3 2 0 0 4 2 WTO Abstract Abstract With the rapid development of the high and new technique