owning itil a skeptical guide by rob ingland (rus)

7/24/2019 Owning ITIL a Skeptical Guide by Rob Ingland (Rus)

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1 An Introductory Overview of ITIL. Rudd, itSMF, 20042 Passing your ITIL foundation exam: the official study aid Nissen, TSO,2007, ISBN 978-01133107913 Building an ITIL based Service Management Department, M. Fry. TSO2008, ISBN 97801133109684 http://en.wikipedia.org/wiki/DSDM
http://en.wikipedia.org/wiki/DSDMhttp://en.wikipedia.org/wiki/DSDM


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5 http: //itsi nforum. ru/news/all_news/201001136 www.bestpracticelive.com7 An Introductory Overview of ITIL V3, itSMF 2007, ISBN 0-9551245-8-1www.itsmfi.org/files/itSMF_ITILV3_Intro_Overview.pdf

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1 Perspectives on the Developments around ITIL-3 and Accreditation, ITpreneurs,itpreneurs.com/Content/Resources/Trends/itil/itil3_and_accreditati0n.htm2 International Best Practice for IT Service Managementwwv.apmgroup.co.uk/nmsruntime/saveasdialog.asp?lID=532&sID=222

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http://www.itsmfi.org/content/chapters
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and Design, 1997

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1 Total Quality Management, . . , http://ru.wikipedia.org/wiki/TQM2 www.itsmfbooks.com/index.php?cPath=4_4213 Microsoft Operating Framework, Microsoft Corporation,www.microsoft.com/technet/itsolutons/cits/mo/mof/default.mspx4 http://creativecommons.Org/licenses/by/3.0/ ( . http://ru.wikipedia.org/wiki/Creative_Commons) 5 Universal Service Management Body of Knowledge www.usmbok.org

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http://ru.wikipedia.org/wiki/TQMhttp://ru.wikipedia.org/wiki/TQMhttp://www.itsmfbooks.com/index.php?cPath=4_421http://www.microsoft.com/technet/itsolutons/cits/mo/mof/default.mspxhttp://creativecommons.org/licenses/by/3.0/http://ru.wikipedia.org/wiki/Creative_Commonshttp://www.usmbok.org/http://www.usmbok.org/http://www.usmbok.org/http://ru.wikipedia.org/wiki/Creative_Commonshttp://creativecommons.org/licenses/by/3.0/http://www.microsoft.com/technet/itsolutons/cits/mo/mof/default.mspxhttp://www.itsmfbooks.com/index.php?cPath=4_421http://ru.wikipedia.org/wiki/TQM


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COBIT -: (COBIT Control Practices 5). (IT Assurance Guide ) (IT Governance

Implementation Guide 7), - (COBIT User's Guide for Service

Managers 8).

, , -, ITIL. ITIL , .

1 The Guide to the Universal Service Managem ent Body of Knowledge, I. Clayton, Tahuti2008, ISBN: 978-0-9814691-0-22 Implementing Service and Support Management Processes: A Practical Guide,Higday-Kalmanowitz and Simpson Ed., VanHaren, 2005, ISBN 1 - 933284-37-43 COBIT4.1, , 2008, ISBN978-5-9901321-1-54 Mapping of ITIL v3 With COBIT 4.1, IT Governance Institute 2008, ISBN

978-1-60420-035-5,http://www.isaca.org/Knowledge-Center/ResearchTlesearchDeliverables/Pages/COBIT-Mapping-Mapping-of-ITIL-V3-With-COBIT-4-l.aspx5 COBIT Control Practices: Guidance to Achieve Control Objectives for Successful ITGovernance, 2 nd Edition, ITGovernance Institute, ISACA2007, ISBN 978-1933284736 IT Assurance Guide: Using COBIT, IT Governance Institute, ISACA 2007, ISBN978-199332847437 IT Governance Implementation Guide: Using COBIT and Val IT, 2nd Edition, IT

Governance Institute, ISACA 2007, ISBN978-19332847508 Details not available at time of publication but this book should be available by thetime you read this. The author was areviewer of this book.

, , , . ITIL , , itSMF, . ITIL - , , , .

ISO 20000 1 ( BS 15000) , ITIL. , ISO 20000 - , ITIL.

COBIT(. ), , COBIT Quickstart , Carnegie Mellon , eSourcing Capability

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, . - ( IT Service Capability Maturity

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1 ISO 20000-2:2005 IT Service Management Standard: Code of practice for servicemanagement. International StandardsOrganisation, 20052 COBIT Quickstart, IT Governance Institute, 2003. ISBN 1-893209-59-83 itsqc.cmu.edu/models/index.asp4 The IT Service Capability Maturity Model Niessinka, Clerca, Tijdinka, and inn Vliutb,CTBIT, 2005,www. itservicecm m. org5 ITIL Small-scale Implementation, Office of Government Commerce, The StationeryOffice Books, 2008, ISBN97801133107846 IT Infrastructure Library practices in Small IT Units. Office of GovernmentCommerce, The Stationery Office 19987 becta.org.uk/fits/index.cfm

http://www.realitsm.ru/2010/06/orgvopros/ ( )

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CMMI-DEV , ASL , BiSL7, CMMI- ACQ 8, ISPL9 : ISO 27001 10 : MSP11 ,

M_o_R 12 , PMBoK13 PRINCE214. ( governance):ISO 38500 , IT Balanced Scorecard : Basel II17 , 18 .

: TQM19, ISO 9000 20, Baldrige 21 SixSigmas22.

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1 Integrated Service Management www.ismportal.nl/nl/ism-out-box-solution-it-servicemanagement

2 - itsmportal.com , . ( ), , , . 3 www.corepractice.org4 : . 5 CMMI for Developmentwww.sei.cmu.edu/publications/documents/06.reports/06tr008.html6 Application Services Librarywww.aslbislfoundation.org/uk/asl/index.html7 Business information Services Librarywww.aslbislfoundation.org/uk/busl/index.html8 CMMI for Acquisitionwww.sei.cmu. edu/publications/documents/07.reports'07tr017.html9 Information Services Procurement Library projekte.fast.de/ISPL10 ISO/ 27001:2005 Information technology - Security techniques - Informationsecurity management systems -Requirements www.iso.org/iso/catalogue_detail?csnumber=4210311 Managing Successful Programmes www.apmgroup.co.uk/MSP/MSPHome.asp12 ManagementofRiskwww.apmgroup.co.uk/M_o_R/MoR_Home.asp13 A Guide to the Project Management Bodv of Knowledge (PMBOK Guide), PMI.PMI2004, ISBN 978193069945814 PRojects IN Controlled Environments www.apmgroup.co.uk/PRLNCE2/PRTNCE2Home.asp15 ISO/ 38500:2008 Corporate governance of information technologywww.iso.org/iso/catalogue_detail?csnumber=5163916 IT Balanced Scorecard Revisited, A. Cram, Information Systems Control Journal Volume5, 2007www.isaca.org/Template. cfm?Section=Home&CONTENTTD=35667&TEMPLATE/Content Management/ContentDisplay.cf m17 en.wikipedia.org/wiki/Basel_TI18 www.tmforum.org/browse. aspx?catID=l 64719 Total Quality Management en.wikipedia.org/wiki/ TotalQualityManagement20 ISO 9001:2000 Quality management systems - Requirementswww.iso.org/iso/iso_catalogue/management_standart/iso_9000_iso_14000/iso_9000_essentials.ht m21 Baldrige National Quality Program baldrige.nist.gov22 en.wikipedia.org/wiki/Six_Sigma

21
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, ITIL -, ROI. ITIL, . , , - , .

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1 The Capability Maturity Model: Guidelines for Improving the Software Process, Paulk, Weber,Curtis, and Chrissis, SEISeries in Software Engineering, Addison-Wesley, 1995.2 CMMI Overview, Carnegie Mellon SEI, 2005 http://ru.wikipedia.org/wiki/CMMI3 ITIL Experts Warn on Compliant Software, Datamonitor Computerwire. 26

January 2006,www.computerwire.com/mdustnes/research/?pid=8673Di22-721B-4450-8C57-30A9665D4BA2

Firms Must Take ITIL Beyond IT Operational Goals, R. Peynot, Forrester, March 14, 2006i.i .com.com/cnwk.id/html/itp/Front_Range_ITIL_Beyond_Goals.pdf

itSMFitSMF An Introductory Overview of ITIL 1, ITIL2, :

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Adams, Collins, 1997 ISBN-13:978-0887308581

26.

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- , . - CIO , , ITIL. , : , , ...

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10%. 22 , ITIL 22 150 0.1 $37,000 = $12,000,000 $ 7,000,000, 7 .

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ASP ISP - , ( , ). ASP (Application Service Provider) ? SaaS (Software as a Service). . , :SalesForce.com ... ... ... SalesForce.com. , , , , - ITIL. - service-now.com, Service Desk.

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54/83

! , . 2 . - , .

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.

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, . , . , - , , . , 8 . , Service Transition ITIL3, ( 5). . , .

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60/83

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- ( The IT Skeptic) - , - . , , , . , , - ITSM.( , - ). itSMF ( ITIL-). (www.itskeptic.org ), ITSM , -ITIL-. -.
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owning itil a skeptical guide by rob ingland (rus)

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