Information Technology

Infrastructure Library

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ITIL 1980 .
CCTA Central Computer & Telecommunication Agency ) (OGC

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GITIM ITIL Government Information Technology Infrastructure Management
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90 ITIL
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2000 ITIL (Microsoft Operation Framework) MOF .
2001 ITIL .
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2|ITIL

 2007 ITIL
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3|ITIL

 .1 ) ( Service Strategy
) ( ITIL ITIL .
.
.
:

)(Strategic assessment

)(Development strategic capabilities

)(Service Provider Types matching need to capability

)(Service as asset value creation

)(Defining the market space

)(Service Portfolios

)(Service outsourcing practical decision-making

))(Return on investment (ROI

)(Financial Management

)(Increasing service potential

)(Organizational development

4|ITIL

 .2 ) ( Service Design
ITIL .
:

)(Aspects of service design

)(Identifying service requirements

)(Service design models

)(Delivery model options

)(Service catalogue management

)(Service level management

)(Capacity management

)(Availability management

)(IT service continuity management

)(Supplier management

.
.3 ) ( Service Transition
/ ) ( BAU Business as Usual
. :

)(Transition planning and support

)(Change management

)(Asset and configuration management

)(Release and development management

)(Service validation and testing releases

)(Knowledge Management

.
.4 ) ( Service Operation
ITIL ) ( value .
. :

)(Event management

)(Incident management

)(Request fulfillment

5|ITIL

)(Problem management

)(Access management

)(Service operation function

)(IT operation management

)(Application management

)(Service operation and project management

)(Assessing and managing risk in service operation

)(Service Desk

.
.5 ) ( CSI Continual Service Improvement
.
.
.

.
.
. ) (upfront
.
.
.
. !!! .

.
.

.
) ( Service Management
) ( Framework
.

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 " " .
. ) ( value
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) ( performance in meeting the service level requirements .
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8|ITIL

:
Sharon Taylor, The
The Official Introduction to the ITIL Service Lifecycle
Lifecycle, The Stationery Office,, 2007;
Majid Iqbal and Michael Nieves, ITIL
ITIL Service Strategy
Strategy, The Stationery Office, 2007.
Vernon Lloyd and Colin Rudd, ITIL
ITIL Service Design
Design, The Stationery Office, 2007.
Shirley Lacy and Ivor Macfarlane, ITIL
ITIL Service Transition
Transition, The Stationery Office, 2007.
David Cannon and David Wheeldon, ITIL
ITIL Service Operation
Operation, The Stationery Office, 2007.
George Spalding and Gary Case, ITIL
ITIL Continual Service Improve
Improvement,
, The Stationery Office, 2007.
Alison Cartlidge and Mark Lillycrop, An
An Introductory Overview of ITIL V3
V3, ITSMF, 2009.
Http://www.rcii.ir/web/guest/quality
Http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library
ttp://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library

9|ITIL