??? ??????? ????????????? ?????????? ITIL-???????????

1
??? ??????? ????????????? ??????????
ITIL-???????????

• ?????????? ???????? ??
• ??????????? ???????????
• ????????????? ???????? ????????

2
???????????
????????????? ???????? ????????? ??? ??????????
? ??????????????. ???????? ????????
???????????? ??? ???????, ???????????? ???
??????????? ????????????? ?????????? ?????????.
3
?????????

• ??????? ??????????? ???????? ????????,
  ??????????????? ?? ?????????
• INC
• PRB
• CFG
• CHG
• SLM
• CAP
• AVL
• FIN

• ?????? ??????
• ????? ??????? ??????????
• ???? ??????????????
• ??? ?????????? ????? ?????????
• ?????????? ????????? ? ????????
• ??? ?????????
• ????????? ???????????
• ???????????? ??????

4
????????

• ??????? ??????????? ???????? ????????,
  ??????????????? ?? ????????????? ??? ??????????
• INC
• PRB
• CFG
• CHG
• SLM
• CAP
• AVL
• FIN

• ?? ?????? ??????????? ?????????
• ???????? ???????? ????????? ??????
• ??? ?????????????? ??????????????
• ??? ?????? ????????? ???????
• ???????? ????????!
• ?????? ????????? ??? ? ????? ??????
• ????? ? ???????? ?????? ??
• ??????? ??? ??????? ? ????????? ?????? ?? ??

5
???????? ????????

• An indication of how close a process is to being
  complete, and capable of continuous improvement
  through quantitative measure and feedback
• ????????
• ??????? ?????????? ????????????? ????
• ?????????????
• ????????????
• ????????????
• ????? ? ??????? ??????????
• ? ?.?.

6
??????? ?????? ???? ????????
Nolan ?????????? ??
Maturity Scan ???? ?????
CMM ?????? ????????
Technology - Product/Service - Customer -
Business - Value chain
EFQM ???????? ??????????
Initial - Awareness - Control -
Integration - Optimization
Initial - Repeatable - Defined - Managed
- Optimal
Activity - Process - System - Chain -
Total quality
0
A - B - C - D - E
7
?????? ?????? ?

• Means and abilities are present
• Some written statements from strategic level
• Some loose activities
• Reactive
• The plans are accepted and/or being executed
• IT is making a step from Technology orientation
  to the Service approach
• Awareness of the matrix-organisation

8
?????? ??????? ????????.??????? ??????????
???????????
a b c d e

• ????? ????????

• ??????? ???????? ?? ?????????

• ????????????? ?????????

• ????????????? ?????????

• ???????? ??????????? ??????? ?????????

• ????????? ???

• Post Implementation Review

• ??????????

?????
?????
9
??????...

• ?? ????? ???????? ????????
• ?? ???????? ??????????? ???????? ???????????
• ??????????, ????????? ? ?????????? ????? ??????
• ??????????? ????????? ?????????? ???????
• ?????????? ???????, ?? ???????? ???-??
  ???????????
• ...
• ?? ???????? ? ????????
• ???????? ?????? ?? ??????????? ????????? ??
  ????????? ?
• ??????? ?? ?????????
• ???????? ??????? ?? ??
• ..
• ??????? ???????????? ??? ??????????? ????????????

10
7 ?????????

• ?? ????????? ???? ? ???????
• ???????? ????????? ???? ? ????????? ????????
• ???? ???? ??????? ???????? ????? ????? ????
• ??????? ???????? ????????, ? ?? ????????
• ??????? ????, ????? ???????
• ??????????? ?????????? ?????????? - ?????
• ????????? ???????? ???? ????? ??? ??????