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                                                         ITIL Implementation / Business Processes Consultancy




                                                                                          ®
                                 ? ITIL
                             ...
                                                                                                         ©                        :
             :                              -                       .                                        ,           ,
     quot;ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce,
                                  and is Registered in the U.S. Patent and Trademark Officequot;




                                                                                              :
                                        I-til Consulting quot;
                                                               itSMF

                                                                2008




                                                        –1–                              ,I-til Consulting                   ©
                                                                                                                 –
8:
                                                                                                  ITIL ® is a Registered Trade Mark of OGC

                 052-5278966 :     1534-8347337 :      34752        55            - (513978080 . . ) quot;               -
                                    www.ITIL.co.il :                    benny@I-til.co.il :
©
                                                                      ITIL Implementation / Business Processes Consultancy



                                                          ? ITIL                                                                      –                     .1

                                                  ?       ,
                                              .
                         .                                    .quot;                                    -quot;                  quot;       ,
     .
     ,       ,
                                                              ,( quot;        )                                                   ,
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                 ?                                         IT-                :
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                                 ) quot;IT Infrastructure Libraryquot;                                                          48-
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                                                                     –2–                                    ,I-til Consulting                           ©
                                                                                                                                          –
8:
                                                                                                                    ITIL ® is a Registered Trade Mark of OGC

                     052-5278966 :      1534-8347337 :              34752             55            - (513978080 . . ) quot;                      -
                                         www.ITIL.co.il :                                 benny@i-til.co.il :
©
                                                                                              ITIL Implementation / Business Processes Consultancy



                                                                                                                                                                               ITIL                                                                                    .2

                      .           (Guidance)                                                                                                                                                8                                                                     ITIL
         .(       )                                                         (     )                                                                                            (                             )


                                                                                                                                                                                                                                                                             Benny Kami n itSMF Isr ael




                                                                                                                                                                                          Benny Kami n itSMF Isr ael
                                      Benny Kami n itSMF Isr ael                                  Benny Kami n itSMF Isr ael




                                                                                                                                                  Benny Kami n itSMF Isr ael




                                                                                                                                                                                                                             Benny Kami n itSMF Isr ael




                  Source: The ITIL Model by OGC




                                                                                      ?(ITIL                                                                                                        :)
     ,                                                             :(The Business Perspective)                                                                                                                         IT-                                               •
              .                                                                                                                               ,
                                                                                      IT                                                                                               IT

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                                                                                              –3–                                                          ,I-til Consulting                                                                                       ©
                                                                                                                                                                                                                                              –
8:
                                                                                                                                                                                       ITIL ® is a Registered Trade Mark of OGC

                      052-5278966 :                                1534-8347337 :         34752                       55                 - (513978080 . . ) quot;                                                                                             -
                                                                       www.ITIL.co.il :                                        benny@i-til.co.il :
©
                                                                   ITIL Implementation / Business Processes Consultancy


                                                              :(Application Management)                                                   •
                                                        .                        –
                                                               :(Security Management)                                                     •
         .                                                                                                                        .
          .                                                                :(Assets Management)                                           •

                                                  2-               :(Service Management) IT-                                              •
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              .                                        ,IT                                         10               ITIL


     Source: The ITIL Model by I-til Consulting ltd.




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                                                               ,                     ,                                    ,
                                                                                                                      .

                                                               –4–                              ,I-til Consulting                     ©
                                                                                                                              –
8:
                                                                                                        ITIL ® is a Registered Trade Mark of OGC

                    052-5278966 :        1534-8347337 :       34752        55            - (513978080 . . ) quot;                     -
                                           www.ITIL.co.il :                 benny@i-til.co.il :
©
                                                                        ITIL Implementation / Business Processes Consultancy


                                                :(Service Management) Help Desk- -                                                                      •
                                                                .                                                        ,IT-
                 ,               ,                                                                 .
                                                    .
                                                                    :(Problem Management)                                                               •
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                                                                    :(Release Management)                                                               •
                       .                                                    ,                          ,                            ,
                                                                    :(Configuration Management)                                                         •
         .                            (CMDB)                                                           .IT-
                                                                         :(Continuity Management)                                                       •
                                                                    .                                                    -
                 IT-                                                        :(Financial Management)                                                     •
                 ,                                                                  quot;                            quot;                       .
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                                                                                                    SLA -                                               •
                                                                                                               :(Service Level Mgmt)


                                                                                                                     .
                                                                                         ,
                                                                                ,IT-                   quot;
                                                                                                           .         -



                                                                        –5–                                    ,I-til Consulting                   ©
                                                                                                                                        –
8:
                                                                                                                         ITIL ® is a Registered Trade Mark of OGC

                            052-5278966 :      1534-8347337 :       34752           55           - (513978080 . . ) quot;                        -
                                                www.ITIL.co.il :                     benny@i-til.co.il :
©
                                                         ITIL Implementation / Business Processes Consultancy



                                    ?                                               ITIL V3                                    .4

                                                  .3           – ITIL
         :                                                               ,
                           ,         8            2-                         ,                              10-
                                                                             .ITIL           8




     quot;       quot;                                                           .
                                                                         .                                               ,2



                                                        –6–                             ,I-til Consulting                  ©
                                                                                                                –
8:
                                                                                                 ITIL ® is a Registered Trade Mark of OGC

                 052-5278966 :   1534-8347337 :        34752        55           - (513978080 . . ) quot;               -
                                  www.ITIL.co.il :                   benny@i-til.co.il :
©
                                                                               ITIL Implementation / Business Processes Consultancy



                                                         ?                                         ITIL                                                              .5

                                                                               .IT-                                                                           ITIL
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                                            .                                                             ,
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                                                    –                                          ,                                                               :
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                ,                                                             ITIL
                                                                                                              .25%- 5%                        IT-
                                    ,                                                                                                 .
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                                        .                .IT                                                                                              ?
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                                                          .ISO 20000 -                                             ITIL


                                                               quot;                                   .ISO 9000                                      ,
                                                          .                                              ISO 20000                                IT


                                                                                                                                                          .



                                                                              –7–                             ,I-til Consulting                                ©
                                                                                                                                              –
8:
                                                                                                                            ITIL ® is a Registered Trade Mark of OGC

                        052-5278966 :               1534-8347337 :           34752        55         - (513978080 . . ) quot;                         -
                                                     www.ITIL.co.il :                      benny@i-til.co.il :
©
                                                                             ITIL Implementation / Business Processes Consultancy



                                                                                                                              ITIL                                   .6

                .          ,                                         90-                                      ,80-
                                                                                                                        ,             8-


                                                                                                                    .
                                                                 ITIL
                                                                                           86% (2008)                             ,
                                                                                  ,ITIL                                                              quot;
                                                                     quot;                                              !          30%
                                                                              .ITIL                                                        ,ITIL
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                                                                 ,                             quot;                                                         .                ITIL
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                                                ?                                                                                                                    .7

                                               (itSMF) quot;IT-                                                   quot;
                                                                                                                                                                      .ITIL
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                                                                              .                                                                          ITIL
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                         ITIL / ITSM                                                                                          itSMF
                                                                     ,                                                                                           ,
     ITIL
            quot;                          ,                                                           .
                                                                                                                                                 .
                                   .            -                                              ,                  quot; 2005
      .                                                                           ,                                                        ,(www.itSMF.co.il)


                                                                             –8–                                   ,I-til Consulting                         ©
                                                                                                                                            –
8:
                                                                                                                            ITIL ® is a Registered Trade Mark of OGC

                    052-5278966 :          1534-8347337 :                34752            55               - (513978080 . . ) quot;                  -
                                               www.ITIL.co.il :                            benny@i-til.co.il :

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What Is ITIL? In simple Hebrew!

  • 1. © ITIL Implementation / Business Processes Consultancy ® ? ITIL ... © : : - . , , quot;ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Officequot; : I-til Consulting quot; itSMF 2008 –1– ,I-til Consulting © – 8: ITIL ® is a Registered Trade Mark of OGC 052-5278966 : 1534-8347337 : 34752 55 - (513978080 . . ) quot; - www.ITIL.co.il : benny@I-til.co.il :
  • 2. © ITIL Implementation / Business Processes Consultancy ? ITIL – .1 ? , . . .quot; -quot; quot; , . , , ,( quot; ) , . , . . ... ? IT- : ... (IT) , (!!) , IT- . IT ) quot;IT Infrastructure Libraryquot; 48- .ITIL : (IT- : ,IT (Best Practice) .IT quot;, IT- <-- : , . , , IT- . IT- . , –2– ,I-til Consulting © – 8: ITIL ® is a Registered Trade Mark of OGC 052-5278966 : 1534-8347337 : 34752 55 - (513978080 . . ) quot; - www.ITIL.co.il : benny@i-til.co.il :
  • 3. © ITIL Implementation / Business Processes Consultancy ITIL .2 . (Guidance) 8 ITIL .( ) ( ) ( ) Benny Kami n itSMF Isr ael Benny Kami n itSMF Isr ael Benny Kami n itSMF Isr ael Benny Kami n itSMF Isr ael Benny Kami n itSMF Isr ael Benny Kami n itSMF Isr ael Source: The ITIL Model by OGC ?(ITIL :) , :(The Business Perspective) IT- • . , IT IT . - :(ICT Infrastructure Management) • . , , ,IT- :(Planning to Implement Service Management) • . ,IT- quot; quot; , IT- ( ) , . ITIL –3– ,I-til Consulting © – 8: ITIL ® is a Registered Trade Mark of OGC 052-5278966 : 1534-8347337 : 34752 55 - (513978080 . . ) quot; - www.ITIL.co.il : benny@i-til.co.il :
  • 4. © ITIL Implementation / Business Processes Consultancy :(Application Management) • . – :(Security Management) • . . . :(Assets Management) • 2- :(Service Management) IT- • : (Service Delivery) (Service Support) ITIL IT .3 . ,IT 10 ITIL Source: The ITIL Model by I-til Consulting ltd. :( ) , ITIL -quot; :(Incident Management) • , , , . –4– ,I-til Consulting © – 8: ITIL ® is a Registered Trade Mark of OGC 052-5278966 : 1534-8347337 : 34752 55 - (513978080 . . ) quot; - www.ITIL.co.il : benny@i-til.co.il :
  • 5. © ITIL Implementation / Business Processes Consultancy :(Service Management) Help Desk- - • . ,IT- , , . . :(Problem Management) • . , , .IT- :(Change Management) • .IT- , , :(Release Management) • . , , , :(Configuration Management) • . (CMDB) .IT- :(Continuity Management) • . - IT- :(Financial Management) • , quot; quot; . , . . :(Capacity Management) • . , , :(Availability Management) • . IT- SLA - • :(Service Level Mgmt) . , ,IT- quot; . - –5– ,I-til Consulting © – 8: ITIL ® is a Registered Trade Mark of OGC 052-5278966 : 1534-8347337 : 34752 55 - (513978080 . . ) quot; - www.ITIL.co.il : benny@i-til.co.il :
  • 6. © ITIL Implementation / Business Processes Consultancy ? ITIL V3 .4 .3 – ITIL : , , 8 2- , 10- .ITIL 8 quot; quot; . . ,2 –6– ,I-til Consulting © – 8: ITIL ® is a Registered Trade Mark of OGC 052-5278966 : 1534-8347337 : 34752 55 - (513978080 . . ) quot; - www.ITIL.co.il : benny@i-til.co.il :
  • 7. © ITIL Implementation / Business Processes Consultancy ? ITIL .5 .IT- ITIL ,IT- ITIL quot; .( quot; ) . , , : ITIL . IT – , : : . . , , ITIL .25%- 5% IT- , . . , , – ITIL IT- . , , . . IT- – . .IT ? ,ITIL , Gap Analysis .IT- .ISO 20000 - ITIL quot; .ISO 9000 , . ISO 20000 IT . –7– ,I-til Consulting © – 8: ITIL ® is a Registered Trade Mark of OGC 052-5278966 : 1534-8347337 : 34752 55 - (513978080 . . ) quot; - www.ITIL.co.il : benny@i-til.co.il :
  • 8. © ITIL Implementation / Business Processes Consultancy ITIL .6 . , 90- ,80- , 8- . ITIL 86% (2008) , ,ITIL quot; quot; ! 30% .ITIL ,ITIL ? , quot; . ITIL quot; , . .quot; . Ness , , , ? .7 (itSMF) quot;IT- quot; .ITIL ITIL . . ITIL ! ITIL ITIL / ITSM itSMF , , ITIL quot; , . . . - , quot; 2005 . , ,(www.itSMF.co.il) –8– ,I-til Consulting © – 8: ITIL ® is a Registered Trade Mark of OGC 052-5278966 : 1534-8347337 : 34752 55 - (513978080 . . ) quot; - www.ITIL.co.il : benny@i-til.co.il :