반응형
ITIL v3.0 참고자료 (101회 2문제 출제) | 지식경영
101회는 이 자료를 참고하여 2문제 출제됨.
- 인시던트, 서비스카탈로그.
http://cafe.naver.com/itpetop10/1594
ITIL 서비스 수명주기 입문
The Official Introduction
to the ITIL Service Lifecycle
서론 ························································································································································· 8
1.1 IT 서비스 관리 및 ITIL의 역사 ······························································································· 8
1.2 오늘날의 ITlL ··························································································································· 8
1.3 ITIL의 가치 제안 ························································································································· 9
1.4 ITIL 서비스 관리 프랙티스 ···································································································· 10
1.5 서비스의 정의 ························································································································· 11
1.6 ITIL 서비스 관리 수명주기의 개요 ······················································································ 11
2 핵심 지침의 주제 ······························································································································· 14
2.1 서비스 전략 ····························································································································· 14
2.2 서비스 설계 ····························································································································· 14
2.3 서비스 전환 ····························································································································· 15
2.4 서비스 운영 ······························································································································· 15
2.5 지속적 서비스 개선 ················································································································· 16
2.6 수명주기 품질 통제 ················································································································· 16
2.7 ITIL의 실제적 준수 혹은 완전한 준수 - 프랙티스의 수정 ·········································· 17
2.8 시작 - 서비스 수명주기 원칙 ······························································································· 17
3 ITIL 서비스 관리 수명주기 - 프랙티스의 핵심 ·········································································· 19
3.1 수명주기 전반의 기능 및 프로세스 ····················································································· 19
4 서비스 전략 - 거버넌스 및 의사결정 ·························································································· 22
4.1 전략적 평가 ······························································································································· 22
4.2 전략적 역량의 개발 ················································································································· 24
4.3 서비스 제공자의 유형 - 니즈와 역량간의 매칭 ······························································· 24
4.4 자산으로서의 서비스 - 가치 창출 ······················································································· 26
4.5 시장 영역의 정의 ····················································································································· 27
4.6 서비스 포트폴리오 ··················································································································· 28
4.7 서비스 아웃소싱 - 실용적인 의사결정 ··············································································· 31
4.8 투자 수익률 (ROI) ··················································································································· 33
4.9 재무 관리 ··································································································································· 34
4.10 서비스 잠재력 향상 ··············································································································· 36
4.11 조직 개발 ································································································································· 37
5 서비스 설계 - 구조적인 서비스 무결성의 구축 ········································································ 39
5.1 비즈니스 가치 ··························································································································· 40
5.2 서비스 설계의 5가지 측면 ····································································································· 40
5.3 서비스 요구사항의 식별 ········································································································· 41
5.4 서비스 설계 모델 ····················································································································· 42
5.5 제공 모델의 대안 ····················································································································· 42
5.6 서비스 카탈로그 관리 ············································································································· 43
5.7 서비스 수준 관리 ····················································································································· 45
5.8 용량 관리 ··································································································································· 49
5.9 가용성 관리 ······························································································································· 53
5.10 IT 서비스 연속성 관리 ········································································································· 57
5.11 정보 보안 관리 ······················································································································· 59
5.12 공급자 관리 ····························································································································· 63
6 서비스 전환 - 변화를 위한 준비 ·································································································· 66
6.1 전환 계획 수립 및 지원 ········································································································· 67
6.2 변경 관리 ··································································································································· 71
6.3 자산 및 구성 관리 ··················································································································· 75
6.4 릴리스 및 배치 관리 ··············································································································· 78
6.5 서비스 확인 및 릴리스 테스트 ····························································································· 80
7 서비스 운영 ········································································································································· 82
7.1 비즈니스 가치 ··························································································································· 82
7.2 이벤트 관리 ······························································································································· 83
7.3 인시던트 관리 ··························································································································· 86
7.4 요청 이행 ··································································································································· 90
7.5 문제 관리 ··································································································································· 92
7.6 접근 관리 ··································································································································· 98
7.7 서비스 운영 기능 ··················································································································· 100
7.8 IT 운영 관리 ··························································································································· 110
7.9 어플리케이션 관리 ················································································································· 112
7.10 서비스 운영 및 프로젝트 관리 ························································································ 116
7.11 서비스 운영의 위험 평가 및 관리 ·················································································· 116
7.12 서비스 설계 및 전환의 운영 인력 ·················································································· 117
8 지속적 서비스 개선 ························································································································ 118
8.1 CSI의 목표 ······························································································································ 118
8.2 CSI의 목적 ······························································································································ 118
8.3 비즈니스 동인 ························································································································· 121
8.4 기술 동인 ································································································································· 121
8.5 서비스 측정 ····························································································································· 121
8.6 지속적 서비스 개선 프로세스 ····························································································· 123
8.7 서비스 보고 ····························································································································· 135
9 보충 지침 ·········································································································································· 136
9.1 ITIL과 기타 프레임워크, 프랙티스 및 표준 ····································································· 136
9 보충 지침 ·········································································································································· 136
9.1 ITIL과 기타 프레임워크, 프랙티스 및 표준 ····································································· 136
반응형