ITIL英文100问.docx

ITIL英文100问.docx

《ITIL英文100问.docx》由会员分享，可在线阅读，更多相关《ITIL英文100问.docx（45页珍藏版）》请在冰豆网上搜索。

ITIL英文100问

1.WhatisITIL?

ITIL（®）,isaseriesofdocumentsthatareusedtoaidtheimplementationofaframeworkforITServiceManagement,orquotingtheOGC:

"aconsistentandcomprehensivedocumentationofbestpracticeforITServiceManagement".

2.Whocreatedit?

The'ITInfrastructureLibrary'wasoriginallycreatedbytheUnitedKingdomGovernment,butisnowusedthroughouttheworld.

3.WhataretheITILvolumes?

ITILcurrentlycomprisesfivevolumes:

ServiceStrategy;ServiceDesign;ServiceTransition;ServiceOperation;andContinualServiceImprovement.Thisisasignificantchangefromthepreviousrelease.

4.WhatistheOGC?

TheOGCstandsforthe'OfficeofGovernmentCommerce'.ThisisthepartoftheUKGovernmentwhichownsITIL.,andisan"independentOfficeoftheTreasuryreportingtotheChiefSecretary". 

5.WhatistheITILToolkit?

ThisisthemainsupportresourceforITIL.Seetoprightpanelforamorecompletedescription.

6.WhatistheITILFoundationExamandFoundationCertificationScheme?

ThisisanindependentexamleadingtotheFoundationCertificateinITServiceManagement.Thisisoneofthreecurrentcertificates,theothersbeing:

thePractitioner'sCertificateinITServiceManagementandtheManager'sCertificateinITServiceManagement.

7.Whatisthe'ITILOpenGuide'?

Thisisan'opensource'publicprojectintendedtodocumentITILbasicsandallaspectsofimplementation.Itisbeingdevelopedontheitlibrary.orgwebsite.

8.IsthereaRegisterofCertifications?

Notanofficialone,no.However,aregisterisbeingmaintainedaspartoftheopenguide,viathefollowingURL:

certification-register.org

来源:

9.ChangeManagementonITIL:

WorkingforChangeswithintheOrganization 

AlotofChangeManagementprocedureshavebeenadaptedovertheyears.ThegoalofChangeManagementistomakecertainthatsystematicproducersandmethodsarebeingusedtoefficientlyhandlechanges.Minizingtheimpactofchange-relatedincidentsandimprovingtheday-to-dayoperationswiththeorganization.Minimaldisruptionofservices,economicutilizationinvolvedinthechangeandreductioninback-outactivitiesarethemainaimsofChangeManagement.

ThekeyactivitiestosupportthemainaimsofChangeManagementarethefollowing:

•Acceptchanges

•Prioritizeandclassifychanges

•Coordinatechangeimpactassessment

•Coordinateapprovalofchanges

•Coordinateschedulingchanges

•Coordinateimplementationofchanges

•Conductpostimplementationreviews；and 

•ProvidemanagementinformationaboutChangeManagementqualityandoperations.

10.TheRoleofChangeManagementTicketinginITIL 

Changemanagementisaprocessdeliberatelycarriedoutbyorganizationssothattheywillsucceedinmakingimmensechanges.Whentheorganizationisabletomanagechangesinapositivemanner,thismakespositivewaveswithintheorganizationthatwillhelpitreachitsobjectives.Theabilityoftheorganizationtohandletheplannedchangeswillaffecteveryemployee.

Implementationofthechangemanagementmethodscanbeverydisruptivetothedailyactivitiesoftheorganization.Disciplineisrequiredforstandardoperatingproceduresandmethodstobeappliedwell,whichinturnassurespromptandwell-organizedhandlingofrequestsforchange（commonlycalledRFCs）.Disciplinecanreducetheimpactofallchange-relatedincidentsasfarasqualitydeliveryofserviceisconcerned.

Problemsincurredwithinmanagementofchange:

Downtimecanbetheresult,WhenaserviceprovidedbyITpersonnelisaffectedbychangemanagement.Thiscausesabigproblem,yetchangesareoftennecessarysothatthebusinesscanimproveonandperhapsincreasethenumberofservicesthatitprovides.Theseprocessesareusuallyneededbecausefuturechangeshavetobecontrolled;particularrlythosechangesthatarenewlyintroducedtotheITenvironment-tominimizedisturbancetotheservicefunctionsandcapabilities.

Whenchangemanagementisbeinginstituted,thereisaremarkablefocusontheaccomplishmentofsystemper-recordingandtrackingofRFCs.Theseareaccomplishedwiththeuseofasimpleweb-basedatabase,orhelpdeskticketingapplication.Thechallengesstartwiththeidentificationofunmanagedandhigh-riskchangesthataretobeconveyedunderthecontroloftheCAB（ChangeAdvisoryBoard.）Thistechnologyisneededtoensurethatthechangemanagementprocedureisnotcircumventedandwillgivetheadministratorstheexactlevelofaccesstoaccomplishtheorygivenwork.Atthesametime,limitsareimposingforregulatinginternalpolicies.

11.ConfigurationManagementDatabase（CMDB）ITIL’sStandardizedDatabaseScheme 

TheCMDBstemmedfromInformationTechnologyInfrastructureLibrary（ITIL）,andit'sarepositoryofinformationconnectedtoallthecomponentsofaninformationsystem.ItsframeworkhasalwaysbeenanindispensablepartofITILConfigurationManagementbestpractices.CMDBisastandardizeddatabaseschemeintendstobeuseinsupportofanITILresourcemanagementproject.

ITILhasanumberofgoalsforConfigurationManagement,Consistessentiallyofthese:

a）Identification:

specifiesallITassetsandconfigurationswithintheorganizationandtheirinclusionintheCMDB

b）Control:

provideaccurateinformationoneachconfigurationitemsI,specifyingwhoisauthorizedtochangeit.

c）Status:

recordsthestatusofallconfigurationitemsintheCMDB.

d）Verification:

involvesreviewsandauditstoensurethattheinformationcontainedintheCMDBisaccurtec,andcorrectofanyexceptions,ifnecessary.

12.TheStepInvolvedinUsingCMMIITIL

CapabilityMaturityModelIntegrationisaprocessofimprovementusedbyorganizations,whichencompasses,whichencompasseselementsthatareessentialandeffectivetoorganizationalfunctions.

GettingstartedwithCMMI

Thefirststepinvolvessecuringappropriatesponsorshipandfounding.Beforeoureventryoutaprocessimprovementeffort,trytoensurethatyouhaveenoughfundstosponsortheprogrammanagementinitiative.Sponsoringandfoundingarecriticaltoensureitssuccess.

Second,youmustunderstandthebasicconceptsofCMMIprocess.Attendtoitsintroductory

Courses,andalsopursuetraining,ifdoable.

Next,takestepstoprepareyourorganizationforthechanges.Treatingprocessimprovementasacompanyprojectwillhelpthechangesproceedsmoothly.

Trytoestablishthebusinessgoalsandobjectivestoheighteneffortsatimprovement.Discussperceivedeffects,benefitsandcostswiththepeopleconcerned,toallowforapersuasivepresentationoftheopportunitiesandproblemsthatmayarise.

Fromanengineeringprocessgroupthatwillcoordinatethesequenceofactivitieswithintheenterprise.Membersforothersthroughouttheimprovementprocess.

Thefifthstepinvolvesknowingyourstand;mappingCMMIforanalysistodeterminetheprocessofyourorganization;andcomparingitwithCMMImodelaspartoftheappraisalmethod.Gatherdatafrommanagers,projectleaders,andworkersbysurveying.Thisresultsinidentificationoftheopportunitiesandeliminationofthebarrierstochanges.

Communicateandcoordinatewitheveryone.Behonestandbeopenwhencommunicatingbylisteningtothecommentsandsuggestionsofothers.

13.AshortDescriptionofITILhistory-TheBestwaytoDefineITIL

BecauseoftherapidlygrowingdependencyofmanybusinessfirmstoInformationTechnology,CCTAhassoughttheessenceofdevelopingasetofstandardsforachievingqualityservice,andatthesametime,overcomingdifficultieslinkedtothegrowthofITsystems.Hence,ITILwasintroducedtotheworld,andhasbecomethedefactostandardinITservicemanagement.

NowcurrentlymaintainedanddevelopedbytheOfficeofGovernmentCommerce,ITILhasbeenadoptedandadaptedbyalmosteverytypeofITenvironment.ITILisasetofbestpracticesandguidelinesthatdefineasystematicandspecializedapproachtothemanagementofITserviceprovision.TheseguidingprinciplesareintendedtopromotevalueofIToperationsbydeliveringhighqualityservices.

Implementingthisextensivesetofmanagementprocedureswillleadtobenefitssuchas:

a）Getmoreoutofexistingresources,resultinginreducedcosts

b）ImprovedcustomerssatisfactionthroughamoreproficientapproachtoITservicedelivery;

c）Improvedproductivitybyeliminatingredundantwork

d）Improvedservicequalitythoughtheuseofestablishedbestpracticeprocesses

e）Improveduseofskillandexperience,definingaconsistentlevelofservice

14.HowtoEmployITILPrinciplestoImproveYourITOrganization

FirsttakealookatthebenefitsofITIL.Withthis,youcansaveonyouroperationalcosts,andsavealotoftimeandeffortinimprovingthebusinessprocessesimplementedwithinyourorganization,otherbenefitisthatthetime–testedprocessesusedinITILwilldefinitelyboostthequalityoftheITservice,thehigherthecustomerssatisfactionrateis.

Withinthewallsofthecompanyitself,youwillseeincreasedproductivity,andyoucanalsomaximizeyourmanpower.Moreimportantly,thestandardsusedintheimplementationofITILbusinessprocesseswillputyourbusinessuptoparwiththerestoftheword.Withallthesebenefitsandmore,thereisabsolutelynoreasonforyoutonotuseITILtoenhancetheITservicethatyouoffertoyourclients.Which,attheendoftheday,willalsoimproveyouday-to-dayoperations?

15.DiscovertheNewITILVersion3

ThegrowingdemandontheuseofITILledtotheupgradefromITILversion2toITILversion3.Version1wasfocusedontheprocesses,particularlyontheoperati