ITIL® 4 Foundation 英文目录 | 中文目录 |
1 Introduction | 介绍 |
1.1 IT service management in the modern world | 现今世界的IT服务管理 |
1.2 About ITIL® 4 | 关于ITIL®4 |
1.3 The structure and benefits of the ITIL®4 framework | ITIL®4 框架的结构与益处 |
1.3.1 The ITIL®SVS | ITIL®服务价值体系 |
1.3.2 The four dimensions model | 四维度模型 |
2 Key concepts of service management | 服务管理基本概念 |
2.1 Value and value co-creation | 价值和价值合创 |
2.1.1 Value co-creation | 价值合创 |
2.2 Organizations, service providers,service consumers, and other stakeholders | 组织、服务供应者、服务消费者、以及其它利益干系人 |
2.2.1 Service providers | 服务供应者 |
2.2.2 Service consumers | 服务消费者 |
2.2.3 Other stakeholders | 其它利益干系人 |
2.3 Products and services | 产品与服务 |
2.3.1 Configuring resources for value creation | 为创造价值配置资源 |
2.3.2 Service offerings | 服务提供 |
2.4 Service relationships | 服务关系 |
2.4.1 The service relationship model | 服务关系模型 |
2.5 Value: outcomes, costs, and risks | 价值：成果、成本、和风险 |
2.5.1 Outcomes | 成果 |
2.5.2 Costs | 成本 |
2.5.3 Risks | 风险 |
2.5.4 Utility and warranty | 功用与功效 |
2.6 Summary | 总结 |
3 The four dimensions of service management | 服务管理的四个维度 |
3.1 Organizations and people | 组织和人员 |
3.2 Information and technology | 信息和技术 |
3.3 Partners and suppliers | 合作方和供应商 |
3.4 Value streams and processes | 价值流和流程 |
3.4.1 Value streams for service management | 服务管理的价值流 |
3.4.2 Processes | 流程 |
3.5 External factors | 外部因素 |
3.6 Summary | 总结 |
4 The ITIL® service value system | ITIL® 服务价值体系 |
4.1 Service value system overview | 服务价值体系概览 |
4.2 Opportunity, demand, and value | 机会、需求与价值 |
4.3 The ITIL® guiding principles | ITIL® 指导原则 |
4.3.1 Focus on value | 关注价值 |
4.3.2 Start where you are | 从当下开始 |
4.3.3 Progress iteratively with feedback | 以反馈保持进度迭代 |
4.3.4 Collaborate and promote visibility | 协同与促进能见度 |
4.3.5 Think and work holistically | 整体思考与行动 |
4.3.6 Keep it simple and practical | 保持简洁与实用 |
4.3.7 Optimize and automate | 优化与自动化 |
4.3.8 Principle interaction | 原则相互作用 |
4.4 Governance | 治理 |
4.4.1 Governing bodies and governance | 治理部门与治理 |
4.4.2 Governance in the SVS | 服务价值体系中的治理 |
4.5 Service value chain | 服务价值链 |
4.5.1 Plan | 计划 |
4.5.2 Improve | 改进 |
4.5.3 Engage | 衔接 |
4.5.4 Design and transition | 设计与转换 |
4.5.5 Obtain/build | 获取/构建 |
4.5.6 Deliver and support | 交付与支持 |
4.6 Continual improvement | 持续改进 |
4.6.1 Steps of the continual improvement model | 持续改进模型的步骤 |
4.6.2 Continual improvement and the guiding principles | 持续改进和指导原则 |
4.7 Practices | 实践 |
4.8 Summary | 总结 |
5 ITIL® management practices | ITIL® 管理实践 |
5.1 General management practices | 通用管理实践 |
5.1.1 Architecture management | 架构管理 |
5.1.2 Continual improvement | 持续改进 |
5.1.3 Information security management | 信息安全管理 |
5.1.4 Knowledge management | 知识管理 |
5.1.5 Measurement and reporting | 度量与报告 |
5.1.6 Organizational change management | 组织变革管理 |
5.1.7 Portfolio management | 组合管理 |
5.1.8 Project management | 项目管理 |
5.1.9 Relationship management | 关系管理 |
5.1.10 Risk management | 风险管理 |
5.1.11 Service financial management | 服务财务管理 |
5.1.12 Strategy management | 战略管理 |
5.1.13 Supplier management | 供应商管理 |
5.1.14 Workforce and talent management | 劳动力与人才管理 |
5.2 Service management practices | 服务管理实践 |
5.2.1 Availability management | 可用性管理 |
5.2.2 Business analysis | 业务分析 |
5.2.3 Capacity and performance management | 容量与性能管理 |
5.2.4 Change control | 变更控制 |
5.2.5 Incident management | 事件管理 |
5.2.6 IT asset management | IT资产管理 |
5.2.7 Monitoring and event management | 监控与事态管理 |
5.2.8 Problem management | 问题管理 |
5.2.9 Release management | 发布管理 |
5.2.10 Service catalogue management | 服务目录管理 |
5.2.11 Service configuration management | 服务配置管理 |
5.2.12 Service continuity management | 服务连续性管理 |
5.2.13 Service design | 服务设计 |
5.2.14 Service desk | 服务台 |
5.2.15 Service level management | 服务级 别管理 |
5.2.16 Service request management | 服务请求管理 |
5.2.17 Service validation and testing | 服务验证与测试 |
5.3 Technical management practices | 技术管理实践 |
5.3.1 Deployment management | 部署管理 |
5.3.2 Infrastructure and platform management | 基础设施与平台管理 |
5.3.3 Software development and management | 软件开发与管理 |
Appendix A: Examples of value streams |
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A.1 A user needs an incident to be resolved | 附录A.1：一个用户事件需要得到解决 |
A.2 An error in third-party software creates issues for a user | 附录A.2：第三方软件的错误给用户带来的问题 |
A.3 Business requirement for a significant new IT service | 附录A.3：一个重要的新的IT服务的业务需求 |
A.4 Regulatory change requires new software development Glossary | 附录A.4：监管变化需要新的软件开发术语表 |
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