文档介绍：IBM Global Services
January 2002
IBM and the IT Infrastructure Library.
How IBM supports ITIL and provides ITIL-based capabilities
and solutions
结易思然顾问资料
IBM and the IT Infrastructure Library.
Page 2
Contents
ITIL—Planning for Service Management
2 Executive summary Service Management
4 IBM promotes and supports ITIL Information and
The munication
4 IBM has a long history related Business Support Technology
Perspective Service Infrastructure
to ITIL development Delivery Management
The Business
6 IBM consulting and services The Technology
7 Skills, assets and methods
9 Solution approach Application Management
12 Design
13 Implementation
Executive summary
18 Education
Does IBM support ITIL?
19 IBM has essfully applied
IBM contributed signifi cantly to the original IT Infrastructure Library (ITIL),
ITIL capabilities for the benefit
of our clients and continues to be a developer, reviewer and user of the ITIL. For example,
21 IBM’s strategic ITIL steps most recently, IBM led the project to write the new Application Management
23 Summary book. The fi nal draft of this book, coauthored by IBM and Microsoft, has just
23 For more information been submitted to the Offi ce of merce (OGC) in the . and
is ready for publication.
Does IBM have ITIL capabilities?
IBM Global Services applies a IBM Global Services applies a bination of skills, assets and meth-
unique set of skills, assets and ods to help ensure we essfully apply our capabilities in implementing ITIL
methods to help build clients’ best practices in our clients’ service management programs. IBM has captured
service management programs. the best practices and intellectual capital drawn from client engagements
worldwide and our own experience in running global information technology
(IT) operations. We use our award-winning AssetWeb Intellectual Capital Man-
agement system to help ensure that IBM practitioners around the globe s