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*[[ITIL-Kernthemen]] | *[[ITIL-Kernthemen]] | ||
== [[ITIL-Prozesse|ITIL Prozesse]] == | |||
=== [[Vergleich von ITIL V3 und ITIL V2 - Die wichtigsten Änderungen|Vergleich von ITIL V3 ("ITIL Version 3") und ITIL V2 - Die wichtigsten Änderungen und Unterschiede]] === | |||
=== [[ITIL-Prozesse|ITIL Prozesse nach ITIL Version 3 (ITIL V3)]] === | |||
===== [[ITIL V3 Service Strategy - Servicestrategie]] ===== | |||
*[[Service Portfolio Management]] | |||
*[[Financial Management]] | |||
===== [[ITIL V3 Service Design]] ===== | |||
*[[Service Catalogue Management]] | |||
*[[Service Level Management]] | |||
*[[Risikomanagement]] | |||
*[[Capacity Management]] | |||
*[[Availability Management]] | |||
*[[IT Service Continuity Management]] | |||
*[[IT Security Management]] | |||
*[[Compliance Management]] | |||
*[[IT Architecture Management]] | |||
*[[Supplier Management]] | |||
===== [[ITIL V3 Service Transition - Serviceüberführung]] ===== | |||
*[[Change Management]] | |||
*[[ | *[[Projektmanagement - Transition Planning and Support]] | ||
*[[ | *[[Release und Deployment Management]] | ||
*[[ | *[[Service-Validierung und Test]] | ||
*[[ | *[[Anwendungsentwicklung und Customizing]] | ||
*[[Service Asset and Configuration Management]] | |||
*[[ | *[[Knowledge Management]] | ||
*[[ | |||
*[[ | |||
===== [[ITIL V3 Service Operation - Servicebetrieb]] ===== | |||
* [[Event Management]] | |||
* [[Incident Management]] | |||
* [[Request Fulfilment]] | |||
* [[Access Management]] | |||
* [[Problem Management]] | |||
* [[IT Operations Management]] | |||
* [[IT Facilities Management]] | |||
===== [[ITIL V3 CSI - Kontinuierliche Serviceverbesserung]] ===== | |||
* [[Service-Evaluierung]] | |||
* [[Prozess-Evaluierung]] | |||
* [[Definition von Verbesserungs-Initiativen|Definition von CSI-Initiativen]] | |||
* [[Überwachung von Verbesserungs-Initiativen|Überwachung von CSI-Initiativen]] | |||
=== [[ITIL-Prozesse|ITIL Prozesse nach ITIL Version 2 (ITIL V2)]] === | |||
===== [[Service Support]] ===== | |||
*[[Service Desk and Incident Management]] | |||
*[[Problem Management - ITIL V2|Problem Management]] | |||
*[[Change Management - ITIL V2|Change Management]] | |||
*[[Release Management]] | |||
*[[Configuration Management]] | |||
==== [[ | ===== [[Service Delivery]] ===== | ||
*[[ | *[[Service Level Management - ITIL V2|Service Level Management]] | ||
*[[ | *[[Availability Management - ITIL V2|Availability Management]] | ||
*[[ | *[[Capacity Management - ITIL V2|Capacity Management]] | ||
*[[IT Service Continuity Management - ITIL V2|IT Service Continuity Management]] | |||
*[[Financial Management for IT Services]] | |||
*[[IT Service Continuity Management - ITIL V2| | |||
*[[ | |||
==== [[ITIL-Checklisten|ITIL | == [[ITIL-Rollen|ITIL Rollen]] == | ||
===== [[Rollen in ITIL V3|ITIL Rollen (ITIL V3)]] ===== | |||
===== [[ITIL-Rollen|ITIL Rollen (ITIL V2)]] ===== | |||
== [[ITIL-Checklisten|ITIL Checklisten]] == | |||
===== ITIL Checklisten (ITIL V3) ===== | |||
*[[Checkliste Service Portfolio]] | |||
*[[Checkliste Finanzanalyse]] | |||
*[[Checkliste SLA OLA UC]] | |||
*[[Checkliste Service Design Package SDP]] | |||
*[[Checkliste Request for Change RFC]] | |||
*[[Checkliste CMS CMDB]] | |||
*[[Checkliste Incident Record]] | *[[Checkliste Incident Record]] | ||
*[[Checkliste Problem Record]] | |||
*[[Checkliste Bericht zur Service-Evaluierung]] | |||
*[[Checkliste Serviceverbesserungsplan SIP]] | |||
===== ITIL Checklisten (ITIL V2) ===== | |||
*[[Checkliste Incident Record - ITIL V2]] | |||
*[[Checkliste Erstanalyse eines Incidents]] | *[[Checkliste Erstanalyse eines Incidents]] | ||
*[[Checkliste Incident-Priorität]] | *[[Checkliste Incident-Priorität]] | ||
| Zeile 73: | Zeile 95: | ||
*[[Checkliste Schließen eines Incidents]] | *[[Checkliste Schließen eines Incidents]] | ||
*[[Checkliste Incident Report]] | *[[Checkliste Incident Report]] | ||
*[[Checkliste Problem Record]] | *[[Checkliste Problem Record - ITIL V2]] | ||
*[[Checkliste Problem-Priorität]] | *[[Checkliste Problem-Priorität]] | ||
*[[Checkliste Schließen eines Problems]] | *[[Checkliste Schließen eines Problems]] | ||
*[[Checkliste Problem Report]] | *[[Checkliste Problem Report]] | ||
*[[Checkliste Request for Change - RFC]] | *[[Checkliste Request for Change - RFC - ITIL V2]] | ||
*[[Checkliste Change Record]] | *[[Checkliste Change Record]] | ||
*[[Checkliste Change-Einordnung]] | *[[Checkliste Change-Einordnung]] | ||
| Zeile 108: | Zeile 130: | ||
== [[ITIL-Kennzahlen|ITIL Kennzahlen (Key Performance Indikatoren/ ITIL KPIs)]] == | |||
* [[ITIL-Kennzahlen Service Strategy - Servicestrategie| | ===== ITIL Kennzahlen (ITIL Disziplinen) ===== | ||
* [[ITIL-Kennzahlen Service Design| | * [[ITIL-Kennzahlen Service Strategy - Servicestrategie|ITIL KPIs Service Strategy]] | ||
* [[ITIL-Kennzahlen Service Transition - Serviceüberführung| | * [[ITIL-Kennzahlen Service Design|ITIL KPIs Service Design]] | ||
* [[ITIL-Kennzahlen Service Operation - Servicebetrieb|Kennzahlen Service | * [[ITIL-Kennzahlen Service Transition - Serviceüberführung|ITIL KPIs Service Transition]] | ||
* [[Kennzahlen Service | * [[ITIL-Kennzahlen Service Operation - Servicebetrieb|ITIL KPIs Service Operation]] | ||
* [[Kennzahlen Problem Management]] | * [[ITIL-Kennzahlen CSI - Kontinuierliche Serviceverbesserung|ITIL KPIs Continual Service Improvement]] | ||
* [[Kennzahlen | |||
* [[Kennzahlen Release Management]] | ===== ITIL Kennzahlen (ITIL Prozesse) ===== | ||
* [[Kennzahlen | * [[Kennzahlen Availability Management|ITIL KPIs Availability Management]] | ||
* [[Kennzahlen Service | * [[Kennzahlen Capacity Management|ITIL KPIs Capacity Management]] | ||
* [[Kennzahlen | * [[Kennzahlen Change Management|ITIL KPIs Change Management]] | ||
* [[Kennzahlen | * [[Kennzahlen Configuration Management|ITIL KPIs Service Asset and Configuration Management]] | ||
* [[Kennzahlen | * [[Kennzahlen Verbesserungs-Initiativen|ITIL KPIs Definition von Verbesserungs-Initiativen]] | ||
* [[Kennzahlen | * [[Kennzahlen Financial Management for IT Services|ITIL KPIs Financial Management]] | ||
* [[Kennzahlen IT Security Management|ITIL KPIs IT Security Management]] | |||
* [[Kennzahlen IT Service Continuity Management|ITIL KPIs IT Service Continuity Management]] | |||
* [[Kennzahlen Problem Management|ITIL KPIs Problem Management]] | |||
* [[Kennzahlen Prozess-Evaluierung|ITIL KPIs Prozess-Evaluierung]] | |||
* [[Kennzahlen Projektmanagement - Transition Planning and Support|ITIL KPIs Projektmanagement - Transition Planning and Support]] | |||
* [[Kennzahlen Release Management|ITIL KPIs Release and Deployment Management]] | |||
* [[Kennzahlen Service Desk and Incident Management|ITIL KPIs Incident Management]] | |||
* [[Kennzahlen Service-Evaluierung|ITIL KPIs Service-Evaluierung]] | |||
* [[Kennzahlen Service Level Management|ITIL KPIs Service Level Management]] | |||
* [[Kennzahlen Service Portfolio Management|ITIL KPIs Service Portfolio Management]] | |||
* [[Kennzahlen Service-Validierung und Test|ITIL KPIs Service-Validierung und -Test]] | |||
* [[Kennzahlen Supplier Management|ITIL KPIs Supplier Management]] | |||
== [[ITIL-Glossar|ITIL Glossar]] == | |||
== [[Vertiefende Informationen zu ITIL]] == | |||
== [[ | == [[ISO 20000]] == | ||
== | == [[ITIL-Implementierung|ITIL Implementierung]] == | ||
=== Projekte zur ITIL Implementierung === | |||
*[[ITIL für unterschiedliche Unternehmensgrößen]] | *[[ITIL für unterschiedliche Unternehmensgrößen]] | ||
*[[Schrittweise ITIL-Einführung]] | *[[Schrittweise ITIL-Einführung]] | ||
*[[ITIL-Implementierung - Schlüsselfaktoren| | *[[ITIL-Implementierung - Schlüsselfaktoren|ITIL Implementierung - Schlüsselfaktoren]] | ||
===Zeit sparen bei ITIL- und ISO 2000-Vorhaben=== | ===Zeit sparen bei ITIL- und ISO 2000-Vorhaben=== | ||
*[[ITIL-Implementierung mit einem ITIL-Prozessmodell]] | |||
* [[Umstieg von ITIL V2 auf ITIL V3]] | |||
=== ITIL Implementierung in zehn Schritten === | |||
=== ITIL | |||
*[[ITIL-Implementierung - Projektvorbereitung|Schritt 1: Projektvorbereitung]] | *[[ITIL-Implementierung - Projektvorbereitung|Schritt 1: Projektvorbereitung]] | ||
*[[ITIL-Implementierung - IT-Services|Schritt 2: Definieren der IT-Services]] | *[[ITIL-Implementierung - IT-Services|Schritt 2: Definieren der IT-Services]] | ||
| Zeile 154: | Zeile 188: | ||
*[[ITIL-Implementierung - System- und Prozess-Implementierung|Schritt 9: Systeme und Prozesse implementieren]] | *[[ITIL-Implementierung - System- und Prozess-Implementierung|Schritt 9: Systeme und Prozesse implementieren]] | ||
*[[ITIL Implementation - Training|Schritt 10: Schulungen für IT-Mitarbeiter und Kunden]] | *[[ITIL Implementation - Training|Schritt 10: Schulungen für IT-Mitarbeiter und Kunden]] | ||
== [[Prozess-Management]] == | |||
== [[Projektmanagement]] == | |||
=== [[Projektmanagement - Vorlagen, Checklisten und Tipps]] === | |||
==== Checklisten ==== | |||
* [[Checkliste Projektmanagement - Aufbau einer Besprechung]] | |||
* [[Checkliste Projektmanagement - Vorbereitung einer Besprechung]] | |||
* [[Checkliste Projektmanagement - Tipps für den Besprechungs-Leiter]] | |||
* [[Checkliste Projektmanagement - Kompetenzen von Team-Mitgliedern]] | |||
* [[Checkliste Projektmanagement - Techniken der Führung im Projekt]] | |||
* [[Checkliste Projektmanagement - Kompetenzen Projektleiter]] | |||
* [[Checkliste Projektmanagement - Das Projekt-Ziel definieren]] | |||
* [[Checkliste Projektmanagement - Projekt-Organisation]] | |||
==== Vorlagen ==== | |||
* [[Vorlage Projektmanagement - Agenda]] | |||
* [[Vorlage Projektmanagement - Protokoll Projekt-Sitzung]] | |||
== ITIL Abbildungen (High Resolution) == | |||
<gallery caption="ITIL Service Strategy - Prozesse"> | |||
Image:Itil-service-strategy.jpg|ITIL Service Strategy | |||
Image:Service-portfolio-management.jpg|ITIL Service Portfolio Management | |||
Image:Itil-financial-management.jpg|ITIL Financial Management | |||
</gallery> | |||
<gallery caption="ITIL Service Design - Prozesse"> | |||
Image:Itil-service-design.jpg|ITIL Service Design | |||
Image:Service-catalogue-management.jpg|ITIL Service Catalogue Management | |||
Image:Service-level-management.jpg|ITIL Service Level Management | |||
Image:Itil-risiko-management.jpg|ITIL Risiko-Management | |||
Image:Capacity-management.jpg|ITIL Capacity Management | |||
Image:Availability-management.jpg|ITIL Availability Management | |||
Image:It-service-continuity-management.jpg|ITIL IT Service Continuity Management | |||
Image:Itil-security-management.jpg|ITIL IT Security Management | |||
Image:Itil-compliance-management.jpg|ITIL Compliance Management | |||
Image:It-architecture-management.jpg|ITIL IT Architecture Management | |||
Image:Itil-supplier-management.jpg|ITIL Supplier Management | |||
</gallery> | |||
<gallery caption="ITIL Service Transition - Prozesse"> | |||
Image:Service-transition.jpg|ITIL Service Transition | |||
Image:Itil-change-management.jpg|ITIL Change Management | |||
Image:Itil-projekt-management.jpg|ITIL Projektmanagement - Transition Planning and Support | |||
Image:Release-and-deployment-management.jpg|ITIL Release & Deployment Management | |||
Image:Itil-service-validation.jpg|ITIL Service-Validierung & Test | |||
Image:Itil-anwendungsentwicklung.jpg|ITIL Anwendungsentwicklung & Customizing | |||
Image:Service-asset-and-configuration-management.jpg|ITIL Service Asset & Configuration Management | |||
Image:Itil-knowledge-management.jpg|ITIL Knowledge Management | |||
</gallery> | |||
<gallery caption="ITIL Service Operation - Prozesse"> | |||
Image:Service-operation.jpg|ITIL Service Operation | |||
Image:Itil-event-management.jpg|ITIL Event Management | |||
Image:Itil-incident-management.jpg|ITIL Incident Management | |||
Image:Request-fulfilment.jpg|ITIL Request Fulfilment | |||
Image:Itil-access-management.jpg|ITIL Access Management | |||
Image:Itil-problem-management.jpg|ITIL Problem Management | |||
Image:It-operations-management.jpg|ITIL IT Operations Management | |||
Image:It-facilities-management.jpg|ITIL IT Facilities Management | |||
</gallery> | |||
= | <gallery caption="ITIL Continual Service Improvement - Prozesse"> | ||
Image:Itil-csi.jpg|Continual Service Improvement - ITIL CSI | |||
Image:Itil-service-evaluierung.jpg|ITIL Service-Evaluierung | |||
Image:Itil-prozess-evaluierung.jpg|ITIL Prozess-Evaluierung | |||
Image:Itil-definition-csi-initiativen.jpg|ITIL Definition von CSI-Initiativen | |||
Image:Itil-ueberwachung-csi-initiativen.jpg|ITIL Überwachung von CSI-Initiativen | |||
</gallery> | |||
Version vom 3. Juli 2011, 19:51 Uhr
Was ist ITIL?
- Service Catalogue Management
- Service Level Management
- Risikomanagement
- Capacity Management
- Availability Management
- IT Service Continuity Management
- IT Security Management
- Compliance Management
- IT Architecture Management
- Supplier Management
- Change Management
- Projektmanagement - Transition Planning and Support
- Release und Deployment Management
- Service-Validierung und Test
- Anwendungsentwicklung und Customizing
- Service Asset and Configuration Management
- Knowledge Management
- Event Management
- Incident Management
- Request Fulfilment
- Access Management
- Problem Management
- IT Operations Management
- IT Facilities Management
- Service-Evaluierung
- Prozess-Evaluierung
- Definition von CSI-Initiativen
- Überwachung von CSI-Initiativen
- Service Desk and Incident Management
- Problem Management
- Change Management
- Release Management
- Configuration Management
- Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Financial Management for IT Services
ITIL Checklisten (ITIL V3)
- Checkliste Service Portfolio
- Checkliste Finanzanalyse
- Checkliste SLA OLA UC
- Checkliste Service Design Package SDP
- Checkliste Request for Change RFC
- Checkliste CMS CMDB
- Checkliste Incident Record
- Checkliste Problem Record
- Checkliste Bericht zur Service-Evaluierung
- Checkliste Serviceverbesserungsplan SIP
ITIL Checklisten (ITIL V2)
- Checkliste Incident Record - ITIL V2
- Checkliste Erstanalyse eines Incidents
- Checkliste Incident-Priorität
- Checkliste Incident-Eskalation
- Checkliste Schließen eines Incidents
- Checkliste Incident Report
- Checkliste Problem Record - ITIL V2
- Checkliste Problem-Priorität
- Checkliste Schließen eines Problems
- Checkliste Problem Report
- Checkliste Request for Change - RFC - ITIL V2
- Checkliste Change Record
- Checkliste Change-Einordnung
- Checkliste CAB-Agenda
- Checkliste Forward Schedule of Changes - FSC
- Checkliste Post Implementation Review - PIR
- Checkliste Release Plan
- Checkliste Configuration Item - CI - Record
- Checkliste CMDB-Audit-Protokoll
- Checkliste Service Level Requirements - SLR
- Checkliste Service Specification Sheet
- Checkliste Service Level Agreement - SLA
- Checkliste Operational Level Agreement - OLA
- Checkliste Underpinning Contract - UC
- Checkliste Service Catalogue
- Checkliste Service Level Report
- Checkliste Protokoll SLA Review
- Checkliste Service Quality Plan - SQP
- Checkliste Service Improvement Plan - SIP
- Checkliste Availability Improvement Plan
- Checkliste Availability Report
- Checkliste Kapazitätsprognose
- Checkliste Capacity Plan
- Checkliste Capacity Report
- Checkliste ITSCM-Risikoanalyse
- Checkliste IT Service Continuity Plan
- Checkliste ITSCM Report
- Checkliste Notfallplan
- Checkliste Protokoll Katastrophenübung
ITIL Kennzahlen (ITIL Disziplinen)
- ITIL KPIs Service Strategy
- ITIL KPIs Service Design
- ITIL KPIs Service Transition
- ITIL KPIs Service Operation
- ITIL KPIs Continual Service Improvement
ITIL Kennzahlen (ITIL Prozesse)
- ITIL KPIs Availability Management
- ITIL KPIs Capacity Management
- ITIL KPIs Change Management
- ITIL KPIs Service Asset and Configuration Management
- ITIL KPIs Definition von Verbesserungs-Initiativen
- ITIL KPIs Financial Management
- ITIL KPIs IT Security Management
- ITIL KPIs IT Service Continuity Management
- ITIL KPIs Problem Management
- ITIL KPIs Prozess-Evaluierung
- ITIL KPIs Projektmanagement - Transition Planning and Support
- ITIL KPIs Release and Deployment Management
- ITIL KPIs Incident Management
- ITIL KPIs Service-Evaluierung
- ITIL KPIs Service Level Management
- ITIL KPIs Service Portfolio Management
- ITIL KPIs Service-Validierung und -Test
- ITIL KPIs Supplier Management
Projekte zur ITIL Implementierung
- ITIL für unterschiedliche Unternehmensgrößen
- Schrittweise ITIL-Einführung
- ITIL Implementierung - Schlüsselfaktoren
Zeit sparen bei ITIL- und ISO 2000-Vorhaben
ITIL Implementierung in zehn Schritten
- Schritt 1: Projektvorbereitung
- Schritt 2: Definieren der IT-Services
- Schritt 3: ITIL-Rollen auswählen und besetzen
- Schritt 4: Analyse der Ist-Prozesse: ITIL-Assessment
- Schritt 5: Entwicklung der Soll-Prozess-Struktur
- Schritt 6: Definition der Prozess-Schnittstellen
- Schritt 7: Prozess-Controlling einrichten
- Schritt 8: Prozesse im Detail ausarbeiten
- Schritt 9: Systeme und Prozesse implementieren
- Schritt 10: Schulungen für IT-Mitarbeiter und Kunden
Checklisten
- Checkliste Projektmanagement - Aufbau einer Besprechung
- Checkliste Projektmanagement - Vorbereitung einer Besprechung
- Checkliste Projektmanagement - Tipps für den Besprechungs-Leiter
- Checkliste Projektmanagement - Kompetenzen von Team-Mitgliedern
- Checkliste Projektmanagement - Techniken der Führung im Projekt
- Checkliste Projektmanagement - Kompetenzen Projektleiter
- Checkliste Projektmanagement - Das Projekt-Ziel definieren
- Checkliste Projektmanagement - Projekt-Organisation
Vorlagen
ITIL Abbildungen (High Resolution)
- ITIL Service Strategy - Prozesse
-
ITIL Service Strategy -
ITIL Service Portfolio Management -
ITIL Financial Management
- ITIL Service Design - Prozesse
-
ITIL Service Design -
ITIL Service Catalogue Management -
ITIL Service Level Management -
ITIL Risiko-Management -
ITIL Capacity Management -
ITIL Availability Management -
ITIL IT Service Continuity Management -
ITIL IT Security Management -
ITIL Compliance Management -
ITIL IT Architecture Management -
ITIL Supplier Management
- ITIL Service Transition - Prozesse
-
ITIL Service Transition -
ITIL Change Management -
ITIL Projektmanagement - Transition Planning and Support -
ITIL Release & Deployment Management -
ITIL Service-Validierung & Test -
ITIL Anwendungsentwicklung & Customizing -
ITIL Service Asset & Configuration Management -
ITIL Knowledge Management
- ITIL Service Operation - Prozesse
-
ITIL Service Operation -
ITIL Event Management -
ITIL Incident Management -
ITIL Request Fulfilment -
ITIL Access Management -
ITIL Problem Management -
ITIL IT Operations Management -
ITIL IT Facilities Management
- ITIL Continual Service Improvement - Prozesse
-
Continual Service Improvement - ITIL CSI -
ITIL Service-Evaluierung
-
ITIL Prozess-Evaluierung -
ITIL Definition von CSI-Initiativen -
ITIL Überwachung von CSI-Initiativen
