Cp itSMF Microsoft invent Sun ITALIA ComputerAssociates jcons sipiemonte Il percorso per raggiungere Getrnics la certificazione BS15000 (ISO/lEC 20000) Cbmcsoftware Roberto Gattoli Quint ITIL lo standard per il miglioramento dei servizi informatici Milano30Novembre2005-HotelMelia TBM hal AUDITEC COGiTeK FrontRange BSi itSMF Definitions IT Service Management The management of IT Services to support one or more business areas BS 15000 The first worldwide standard aimed specifically at IT Service Management ITILlostandardperil miglioramentodei serviziinformatici Milano30Novembre2005-HotelMelia BSi itSMF BS 15000 BS 15000-1: 2002 - Part 1 - Specification for Service Management. BS 15000-2:2003 - Part 2 - Code of practice for Service Management ITIL lostandard per il miglioramentodei serviziinformatici Milano30Novembre2005-HotelMelia BSi itSMF BS 15000-1:2002 IT Service Management Specification for Service Management ITIL lostandard per il miglioramentodei serviziinformatici Milano30Novembre2005-HotelMelia BSi itSMF Product Overview BS 150OO introduces a service culture and provides the methodologies to deliver services that meet defined business reguirements and priorities in a manageable way Emphasis on processes to support the quality of live IT provision ITILlostandard per il miglioramentodei serviziinformatici Milano30Novembre2005-HotelMelia BSi itSMF History UK Government launches IT Infrastructure Library (ITIL) in 1989 . ITIL defines ‘best practice' processes and procedures ITSMF formed in 1991 to further develop best practice ITSMF approaches BSI to develop a standard BS 15000 first published in 2000 as a specification (Revised in 2002) ITILlostandard per il miglioramentodei serviziinformatici Milano30Novembre2005-HotelMelia BSi itSMF Drivers - Macro level : Delivery of high quality IT Services needed because; - Organizations increasingly dependent on IT - Higher visibility of failure - More exacting user demands - Increased complexity of the infrastructure - Charging for IT services - Competition for customers ITIL lo standard per il miglioramento dei serviziinformatici Milano30Novembre2005-HotelMelia