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ITIL V3 Volledige Samenvatting (uitstekende recensies)

4 reviews
 16 purchases
  • Course
  • Business IT & Management
  • Institution
  • Hogeschool Windesheim (HW)
  • Book
  • Foundations van ITIL® V3

Wil jij itil foundations begrijpen? Of wil je gewoon het tentamen halen? Zoek niet verder! Deze samenvatting bevat alles, alles wat jij nodig hebt om te scoren! Op de werkvloer of bij tentamens. Of misschien wel beide! Jij snapt de ITIL termen en principes die in jip en janneke taal worden uitgele...

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Document information

  • Yes
  • December 13, 2018
  • 109
  • 2017/2018
  • Summary

Subjects

  • itil
  • best
  • practice
  • amsterdam
  • almere
  • methode
  • stakeholder
  • raci
  • model
  • bes
  • itil
  • 2011
  • slim
  • nederlands
  • duidelijk
  • overzichtelijk
  • uitgebreid
  • boek
  • smart
  • it
  • hva
  • ncoi
  • it
  • v3

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  • Hogeschool Windesheim (HW)
  • HBO-ICT
  • Business IT & Management
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4  reviews

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Samenvatting


IT Servicemanagement
op basis van ITIL 2011
Voor privé gebruik
Volledigheid en geschiktheid voor welk doel
dan ook is niet gegarandeerd!


R. Brinkman

Samenvatting op basis van het boek:
IT-Servicemanagement op basis van ITIL 2011 Editie
Eerste druk, tweede oplage, maart 2014

(en aanvullende bronnen)

,Inhoudsopgave
DEEL 1.................................................................................................................................................5
2 Inleiding Servicemanagement en de servicelevenscyclus............................................................5
Functies en Processen.................................................................................................................8
Rollen en verantwoordelijkheden.............................................................................................10
RACI model..............................................................................................................................10
Governance en managementsystemen......................................................................................12
CMMI-model............................................................................................................................13
Servicelevenscyclus (IT Infrastructure Library).......................................................................14
3 Functies.......................................................................................................................................16
IT-operations management........................................................................................................16
Servicedesk...............................................................................................................................17
Technisch management.............................................................................................................18
Applicatie management.............................................................................................................19
DEEL 2...............................................................................................................................................22
4 Servicestrategie...........................................................................................................................22
Strategiemanagement voor IT-services.....................................................................................23
Serviceportfoliomanagement....................................................................................................27
Financieel management voor IT-services..................................................................................31
Demandmanagement.................................................................................................................34
Klantrelatiebeheer.....................................................................................................................37
5 Serviceontwerp...........................................................................................................................40
Inleiding....................................................................................................................................40
Ontwerpaspecten.......................................................................................................................42
1. serviceoplossingen voor nieuwe of gewijzigde services..................................................42
2. management informatie systemen en tools, de serviceportfolio......................................42
3. technologie- en management-architecturen......................................................................43
4. ontwerpen van de vereiste- of benodigde processen........................................................45
5. de metrics.........................................................................................................................45
Ontwerpactiviteiten...................................................................................................................45
Oplossing ontwikkelen.........................................................................................................46
Basisbegrippen van Serviceontwerp.........................................................................................46
Ontwerpcoördinatie...................................................................................................................49
Servicecatalogusmanagement...................................................................................................50
Servicelevelmanagement...........................................................................................................52
Capaciteitsmanagement.............................................................................................................53
Availabilitymanagement...........................................................................................................55
IT Service Continuity Management..........................................................................................57
Information Security Management...........................................................................................58
Leveranciersmanagement..........................................................................................................61
Organisatie................................................................................................................................61
Methoden, technieken, tools.....................................................................................................62
Implementatie-afwegingen........................................................................................................62
6. Servicetransitiefase....................................................................................................................64
Inleiding....................................................................................................................................64
Transitieplanning en ondersteuning..........................................................................................66

, Changemanagement..................................................................................................................67
Serviceasset- en configuratie management...............................................................................70
Release en deployment management........................................................................................72


Samenvatting – IT Servicemanagement op basis van ITIL 2011 – 2/101


Service validation & testing......................................................................................................74
Change evaluation (Wijzigingsevaluatie).................................................................................75
Kennismanagement...................................................................................................................76
Organisatie................................................................................................................................77
Methoden, Technische systemen en tools.................................................................................78
Implementatie ...........................................................................................................................78
7. Serviceproductiefase..................................................................................................................79
Inleiding....................................................................................................................................79
Monitoren en controleren..........................................................................................................80
Eventmanagement.....................................................................................................................81
Incidentmanagement.................................................................................................................83
Request fulfillment....................................................................................................................84
Problemmanagement.................................................................................................................85
Accessmanagement...................................................................................................................87
Implementatie............................................................................................................................87
Organisatiestucturen van serviceproductie...............................................................................88
8. Continue serviceverbetering......................................................................................................90
Inleiding....................................................................................................................................90
Verbeterproces in 7 stappen......................................................................................................95
Organisatie................................................................................................................................97
Methoden, technieken en tools..................................................................................................97
Implementatie............................................................................................................................98
Bronnen........................................................................................................................................101




Samenvatting – IT Servicemanagement op basis van ITIL 2011 – 3/109

, Samenvatting – IT Servicemanagement op basis van ITIL 2011 –
4/101

DEEL 1

2 Inleiding Servicemanagement en de servicelevenscyclus
Kernbegrippen
Best practice Aanpak of methode die zich heeft bewezen in de praktijk

Service Een service, of dienst, betreft het creëren van waarde voor de klant.

Definitie van ITIL:
..een service is een manier om waarde te leveren aan klanten door
klanten in staat te stellen de door hen gewenste resultaten te realiseren zonder
zelf eigenaar te zijn van de specifieke kosten en/of de risico's die verbonden zijn
aan de service.

Waarbij...

Waarde De klant bepaalt de waarde van een service op basis
van de gewenste zakelijke doelstelling, zijn voorkeuren
en de wijze waarop hij de service waarneemt
Resultaat Het resultaat dat tot stand komt door het uitvoeren
van een activiteit, door het volgen van een proces, of
door het leveren van een IT service. Geldig voor zowel
beoogde als gerealiseerde resultaten;
Specifieke kosten De klant wil zich geen zorgen maken over alle kosten
die betrekking hebben op de end-to-end voorziening
van de service;

Specifieke risico's De IT organisatie aanvaardt het merendeel van de
risico's namens de klant (zodat deze zich kan richten op
zijn kernactiviteit)



IT-service IT-Services (diensten) worden geleverd door IT-serviceproviders
(dienst) (dienstverleners).
• Samengesteld uit een combinatie van informatietechnologie, mensen en
processen;
• ondersteund direct het businessproces van één of meer klanten;
• bijbehorende service level targets dienen te worden vastgelegd in een
service level agreement (SLA)
Andere ondersteunende services worden niet direct gebruikt door de business
maar zijn services die de serviceprovider nodig heeft om klanten services aan te
kunnen bieden, deze worden afgenomen van in- of externe leveranciers.
Indeling van services Kerndiensten Leveren de servicedoelstellingen gewenst door één of meer
klanten.

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