ITIL - ITSM - COBIT

Monitoring aktuálních informací a webových zdrojů týkajících se "IT Service Managementu" - ITSM, jmenovitě "Information Technology Infrastructure Library" - ITILu a COBITu. Weblog je součástí informačního portálu AKA-MONITOR, www.akamonitor.cz, spravovaného doc. A. Katolickým.

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13.10.07

ITIL v3 – odpovědi na otázky – SearchCIO.com

Se zajímavou nabídkou na orientační seznámení s obsahem hlavních 5-ti publikací z knihovny ITIL v 3 přichází portál SearchCIO.com. K obsahu každé knihy byly zformulovány často pokládané otázky, na které odpovídá vždy jeden z předních odborníků na danou oblast ITIL. Na otázky odpovídají tito odborníci: David Pultorak, Moira Stepchuk, Rich Schiesser, Don Cox, Kathryn Pizzo. Odpovědi najdete na portálu SearchCIO.com.
Otázky vztahující se ke knize č.1 věnované SERVICE STRATEGY
- In a nutshell, what is new with ITIL v3 Service Strategy?
- What are some of the key concepts introduced in ITIL v3 with respect to Service Strategy?
- Could you think of any situation where we should not upgrade from ITIL v2 to v3?
- Where does one start if an organization has never implemented any of the ITIL activities covered?
Otázky vztahující se ke knize č.2 věnované SERVICE DESIGN
- Is the Service Design book a collection of process descriptions, or does it just show how they are layered and connected?
- Are there specific certifications for the Service Design book?
- Where can I get them?
- Can you elaborate on the difference between operational-level agreements (OLAs) and service-level agreements (SLAs)?
- In simple terms, how do you differentiate the IT Service Portfolio from the Service Catalog?
- Is there a difference between who should use the business version vs. the technology version of the Service Catalog?
Otázky vztahující se ke knize č.3 věnované SERVICE TRANSITION
- Where does the process of configuration fit into the new ITIL v3 scheme of things?
- Are there any improvements to the v2 processes?
- Why is testing a separate process?
- In knowledge management, what is informed decision making?
- Please explain the differences between a configuration management database (CMDB) and a configuration management system (CMS).
- What tools are currently available to help build the Service Knowledge Management System (SKMS)?
- Please explain how the Definitive Software Library (DSL) is dealt with in ITIL v3.
Otázky vztahující se ke knize č.4 věnované SERVICE OPERATION
- What are some of the concepts introduced in ITIL v3 Service Operation?
- What has happened to many of the service management processes of ITIL v2?
- How are service requests handled in ITIL v3, as compared with ITIL v2?
- Is building of an application under the Application Management function?
Otázky vztahující se ke knize č.5 věnované SERVICE IMPROVEMENT
- What's the difference between continuous service improvement and continual service improvement?
- Who is the best audience or user for the ITIL v3 Continual Service Improvement book?
- To what extent does ITIL v3 support ISO 20000?
- How does ITIL v3 relate to Capability Maturity Model Integration (CMMI)?
- Is there a mapping between the new processes in ITIL v3 and COBIT?
- Does ITIL v3 give some sample reports and metrics that can be implemented or followed?
Výborným zdrojem jsou odborné webcasty a podcasty.
Expert Webcasts:
- ITIL v3 Core Practice Book 1: Service Strategies
- ITIL v3 Core Practice Book 2: Service Design
- ITIL v3 Core Practice Book 3: Service Transition
- ITIL v3 Core Practice Book 4: Service Operation
- ITIL v3 Core Practice Book 5: Continual Service Improvement
Expert Podcasts:
- ITIL v3 Core Practice Book 1: Service Strategies
- ITIL v3 Core Practice Book 2: Service Design
-
ITIL v3 Core Practice Book 3: Service Transition
- ITIL v3 Core Practice Book 4: Service Operation
- ITIL v3 Core Practice Book 5: Continual Service Improvement
Všechny odkazy směřují přímo na odpovídající webové stránky portálu SearchCIO.com.