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ITIL Roles

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Chakameh Mortezania
Chakameh Mortezania

ITIL Roles

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1/12 IT 愕惘愕悋 悋惘慍愆 悋慍惆 惆惘 悽惆悋惠 愆惠惘悋 擧 愕惘愕 愕惘愕 惡惠 惡惘 惠擧 愆悋惆 愆惆 惠愕愀 愆惠惘 愕惘愕 悋 拆悋 悋 愆惠惘擧 拆悋 悋慍 惆惆 愆惠惘 愕惘愕悋 悋惘惠 SLA SLA OLA OLA OLA
2/12 愆悋 擧悋惘 惘悋惆
3/12 惆悋 愆悋 惆惘惠 愕惘愕悋 惘悋惆悋 惆 悋 )Stakeholders( Operation BRM Management Function Infrastructure Management Function Application Services Function Process Managers Process Managers Process Managers Service Desk PO PO PO
4/12 惆悋 愆悋 惆惘惠 愕惘愕悋 惘悋惆悋 惆 惆 )Stakeholders( Operation BRM Management Function Infrastructure Management Function Application Services Function Service Desk Service Management Office PM-PO PM-PO PM-PO
5/12 ITIL 惴悋 惠悋惡惺 惆惘 惠悋惡惺 惆惘惠 慍惘愕悋悽惠 Infrastructure Management -1 愀惘悋忰 愕惘愕悋 -2 惶惡 惘悋 悋惆悋慍 愕惘愕悋 -3 惘惺 愆擧悋惠 愕惘愕悋 -4 惘惺 愕愀忰 惆 悽惘悋惡 愕惘愕悋 惠悋惡惺 惆惘惠 惡惘悋 悋 擧悋惘惡惘惆 Application Services Management -1 愀惘悋忰 愕惘愕悋 -2 惶惡 惘悋 悋惆悋慍 愕惘愕悋 -3 惘惺 愆擧悋惠 愕惘愕悋 -4 惘惺 愕愀忰 惆 悽惘悋惡 愕惘愕悋 惠悋惡惺 惆惘惠 惺悋惠 Operation Management -1 悋悴悋 擯惆悋惘 悋 惆惘 悋 -2 悋惠惘擯 悋惺 -3 擯惆悋惘 慍惘愕悋悽惠 慍擧 惠悋惡惺 拆愆悽悋 悽惆悋惠 Service Desk -1 悋 愀 惠悋愕 愆惠惘 -2 悋悴惘悋 惆惘悽悋愕惠悋 愆惠惘 -3 惘惺 愕愀忰 悋 悽惘悋惡 悋 拆愆惠惡悋 愕愀忰 2 3 拆愆惠惡悋 愕愀忰 1 拆愆惠惡悋 愕愀忰 2 3 拆愆惠惡悋 愕愀忰 0
6/12 惆悋 惡 惴悋 愕愀忰 拆愆惠惡悋 -2 惶惡 惘悋 悋惆悋慍 愕惘愕悋 -3 惘惺 愆擧悋惠 愕惘愕悋 -1 悋悴悋 擯惆悋惘 悋 惆惘 悋 -2 悋惠惘擯 悋惺 -3 惘惺 悽惘悋惡 愕惘愕悋 -4 擧悋惘 惆惘 悋悴悋 惠愃惘悋惠 -5 擯惆悋惘 慍惘愕悋悽惠 慍擧 -1 愀惘悋忰 愕惘愕悋 -1 悋 愀 惠悋愕 愆惠惘 -2 悋悴惘悋 惆惘悽悋愕惠悋 愆惠惘 -3 惘惺 愕愀忰 悋 悽惘悋惡 悋 拆愆惠惡悋 愕愀忰 3 拆愆惠惡悋 愕愀忰 2 拆愆惠惡悋 愕愀忰 1
7/12 愆 愕愀忰 擧 惘悋惡惘 惆惘 惘惺 悽惘悋惡 悋 拆惘愕 愕愀忰 擧 惘悋惡惘 惠悋 惆惘 愆悋愕悋 悽惘悋惡 悋 愆 惆悋惘惆 惡擧 惴 惘惺 悽惘悋惡 悋 惘悋 慍 惡惘 惺惆 惆悋惘惆 % 惡惆 拆悋愕悽 8% 悽悋 3 % 悋 53 % 惠悋 惡 悋 26 % 惠悋 惡 悽悋 10
8/12 ) 惘擧慍 惘悋 擧拆悋惘 ) 1 AT&T Integrated Command Center (ICC)
9/12 ) 惘擧慍 惘悋 擧拆悋惘 ) 2 HSBC Command Center - 2009
10/12 ) 惘擧慍 惘悋 擧拆悋惘 ) 3 VISA Operation Command Center
11/12 ) 惘擧慍 惘悋 擧拆悋惘 ) 4 Bank of America Integrated Operation Command Center - 2008
12/12 擯悋悋 忰惘擧惠 惡 愕惠 悋悴悋惆 惘擧慍 惘悋 擧拆悋惘 ITIL 悋悴悋惆 惘悋惆 悋 惓惘 惡惠 惡惘 惡惘 愆 惠惘擧慍 惡惘 擧悋惘悋 愕惘愕 (Job Rotation On Job Training ) 悛慍愆 拆惘愕 惺 愕愀忰 擧 拆愆惠惡悋 惡擧悋惘擯惘 拆惘愕 悋惘 惠悽惶惶 悋惆愃悋 惘悋擧慍 惘悋惡惘 悴慍悋 悋慍 悋愕惠悋惆 悋慍 悋惠悋愕 惡惘悋 愆悋愕悋 悽惘悋惡 悋悴悋惆 惆惆 悋惠悋 惡 悋惠悋 惆惘惘悋惡惘 愕惘愕 ) 惡 擧擧 悋惡慍悋惘悋 悋惠惘擯( 忰惘擧惠 悋慍 惘悋惡惘 惺擧愕 悋惺 忰惘 惡 惘悋惡惘 拆愆擯惘悋

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ITIL Roles

  • 2. 1/12 IT 愕惘愕悋 悋惘慍愆 悋慍惆 惆惘 悽惆悋惠 愆惠惘悋 擧 愕惘愕 愕惘愕 惡惠 惡惘 惠擧 愆悋惆 愆惆 惠愕愀 愆惠惘 愕惘愕 悋 拆悋 悋 愆惠惘擧 拆悋 悋慍 惆惆 愆惠惘 愕惘愕悋 悋惘惠 SLA SLA OLA OLA OLA
  • 4. 3/12 惆悋 愆悋 惆惘惠 愕惘愕悋 惘悋惆悋 惆 悋 )Stakeholders( Operation BRM Management Function Infrastructure Management Function Application Services Function Process Managers Process Managers Process Managers Service Desk PO PO PO
  • 5. 4/12 惆悋 愆悋 惆惘惠 愕惘愕悋 惘悋惆悋 惆 惆 )Stakeholders( Operation BRM Management Function Infrastructure Management Function Application Services Function Service Desk Service Management Office PM-PO PM-PO PM-PO
  • 6. 5/12 ITIL 惴悋 惠悋惡惺 惆惘 惠悋惡惺 惆惘惠 慍惘愕悋悽惠 Infrastructure Management -1 愀惘悋忰 愕惘愕悋 -2 惶惡 惘悋 悋惆悋慍 愕惘愕悋 -3 惘惺 愆擧悋惠 愕惘愕悋 -4 惘惺 愕愀忰 惆 悽惘悋惡 愕惘愕悋 惠悋惡惺 惆惘惠 惡惘悋 悋 擧悋惘惡惘惆 Application Services Management -1 愀惘悋忰 愕惘愕悋 -2 惶惡 惘悋 悋惆悋慍 愕惘愕悋 -3 惘惺 愆擧悋惠 愕惘愕悋 -4 惘惺 愕愀忰 惆 悽惘悋惡 愕惘愕悋 惠悋惡惺 惆惘惠 惺悋惠 Operation Management -1 悋悴悋 擯惆悋惘 悋 惆惘 悋 -2 悋惠惘擯 悋惺 -3 擯惆悋惘 慍惘愕悋悽惠 慍擧 惠悋惡惺 拆愆悽悋 悽惆悋惠 Service Desk -1 悋 愀 惠悋愕 愆惠惘 -2 悋悴惘悋 惆惘悽悋愕惠悋 愆惠惘 -3 惘惺 愕愀忰 悋 悽惘悋惡 悋 拆愆惠惡悋 愕愀忰 2 3 拆愆惠惡悋 愕愀忰 1 拆愆惠惡悋 愕愀忰 2 3 拆愆惠惡悋 愕愀忰 0
  • 7. 6/12 惆悋 惡 惴悋 愕愀忰 拆愆惠惡悋 -2 惶惡 惘悋 悋惆悋慍 愕惘愕悋 -3 惘惺 愆擧悋惠 愕惘愕悋 -1 悋悴悋 擯惆悋惘 悋 惆惘 悋 -2 悋惠惘擯 悋惺 -3 惘惺 悽惘悋惡 愕惘愕悋 -4 擧悋惘 惆惘 悋悴悋 惠愃惘悋惠 -5 擯惆悋惘 慍惘愕悋悽惠 慍擧 -1 愀惘悋忰 愕惘愕悋 -1 悋 愀 惠悋愕 愆惠惘 -2 悋悴惘悋 惆惘悽悋愕惠悋 愆惠惘 -3 惘惺 愕愀忰 悋 悽惘悋惡 悋 拆愆惠惡悋 愕愀忰 3 拆愆惠惡悋 愕愀忰 2 拆愆惠惡悋 愕愀忰 1
  • 8. 7/12 愆 愕愀忰 擧 惘悋惡惘 惆惘 惘惺 悽惘悋惡 悋 拆惘愕 愕愀忰 擧 惘悋惡惘 惠悋 惆惘 愆悋愕悋 悽惘悋惡 悋 愆 惆悋惘惆 惡擧 惴 惘惺 悽惘悋惡 悋 惘悋 慍 惡惘 惺惆 惆悋惘惆 % 惡惆 拆悋愕悽 8% 悽悋 3 % 悋 53 % 惠悋 惡 悋 26 % 惠悋 惡 悽悋 10
  • 9. 8/12 ) 惘擧慍 惘悋 擧拆悋惘 ) 1 AT&T Integrated Command Center (ICC)
  • 10. 9/12 ) 惘擧慍 惘悋 擧拆悋惘 ) 2 HSBC Command Center - 2009
  • 11. 10/12 ) 惘擧慍 惘悋 擧拆悋惘 ) 3 VISA Operation Command Center
  • 12. 11/12 ) 惘擧慍 惘悋 擧拆悋惘 ) 4 Bank of America Integrated Operation Command Center - 2008
  • 13. 12/12 擯悋悋 忰惘擧惠 惡 愕惠 悋悴悋惆 惘擧慍 惘悋 擧拆悋惘 ITIL 悋悴悋惆 惘悋惆 悋 惓惘 惡惠 惡惘 惡惘 愆 惠惘擧慍 惡惘 擧悋惘悋 愕惘愕 (Job Rotation On Job Training ) 悛慍愆 拆惘愕 惺 愕愀忰 擧 拆愆惠惡悋 惡擧悋惘擯惘 拆惘愕 悋惘 惠悽惶惶 悋惆愃悋 惘悋擧慍 惘悋惡惘 悴慍悋 悋慍 悋愕惠悋惆 悋慍 悋惠悋愕 惡惘悋 愆悋愕悋 悽惘悋惡 悋悴悋惆 惆惆 悋惠悋 惡 悋惠悋 惆惘惘悋惡惘 愕惘愕 ) 惡 擧擧 悋惡慍悋惘悋 悋惠惘擯( 忰惘擧惠 悋慍 惘悋惡惘 惺擧愕 悋惺 忰惘 惡 惘悋惡惘 拆愆擯惘悋