ITIL introduction class in NCHC

1. ITIL is a method, using as concept
2. 以流程為導向的方法學

1. infrastructure complexity increases
2. cost of IT increases

1. lack of concept
2. over promise
3. lack of staffs
4. no proper education
5. balance between cost and service qulaity

what customers want?

1. Specification
2. Conformance 一致性
3. consistency 持續性
4. value to money, report cost
5. communication

what ITIL is?

1. from British, CCTA
2. people, process and product(technology support)
3. graph, noted security managemt

why uses ITIL?

1. between customers and enterprises
2. KPI, key perfermance indicator
3. clearly define the contact window for customers
4. continuously improvement
5. standardization and cost reduction
6. prevent to re-invite wheel
7. not only works on a whole, but also a part.
8. best practices, process oriented, BPR
9. assisting training
10. ISO9001 ISO15000 ISO20000

ITIL Goal

1. continuously improve
2. improve efficiency and effectiveness
3. reduce risk
4. customer oriented service
5. save spending
6. less cost
7. ISO 20000
8. PDCA, plan, do, check, act.

ITIL Process Improvement Model

1. what wnat to be?
2. where are we?
3. how to get there?
4. what's milestone to there?

ITIL Factors

1. people,
   
2. process,
   
3. technology

Service Desk

1. is a function and not a process
2. the contact window for customers
3. control the status of incidence

why service desk?

1. single point of contact, SPOC
   
2. deliver support
3. identify costs of services
4. support and communication for changes
5. increase user perception
6. assist identification of opportunities

user provids

1. incidents,
   
2. questions,
   
3. complains,
   
4. service requests,
   
5. request for change

Function

1. First Line Support
2. Registration and Prioritization
3. Monitoring and Status tracking
4. escalation and referral
5. auditing
6. reporting
7. reciving calls
8. based on agreed service levels, SLA
9. status checking

Responsibilities

1. recive, record and track all calls
2. escaltion
3. referral

Differenct Desks

1. call center
2. help desk
3. service desk, includes call center and help desk

I/O

1. input) hardware/application events

Service Desk type

1. local
   
2. central
3. vitual service desk

Reporting

1. daily, weekly, monthly
   

Incident Management
Terms:

1. reducing or eliminating the effects of (potential) disturbances in IT services, thus ensuring that users can get back to work ASAP.
2. impact 廣度
   
3. urgency 解決時間 及合約定訂
4. priority impact及urgency 的綜效
5. escalation 通報，
6. functional escalation (horizontal) 請求協助
   
7. hierarchical escalation (vertical) 向上通報
8. CMDB configuration management database
9. CI configuration item
   

objective

1. solve incidence in lower impact and ASAP
2. include "Service Request", and "Request For Change, RFC", and incidence itself