Introduccion Itil

 

Yhshûe cdedrbf

Kgetdeh`g 

Hetrg`ukkhûe

        

^rgpûshtg Odedihkhgs `d HPHF @hidrdekhb kfbvd o / w HPHF Y; y Y0 Kgekdptgs kfbvd Kubtrg `hjdeshgeds [hstdjb `d vbfgr `df sdrvhkhg ^rhekhphgs rdktgrds Kb`deb `d vbfgr `d sdrvhkhg ^rbkthkbs

Hetrg`ukkhûe (pbrb sdr vhsubfhzb`g)      

 Egjord Fêedb `d prg`uktg ^bpdf ·^gr què quhdrds bshsthr b dstd detrdebjhdetg7 Dxpdrhdekhb prdvhb kge HPHF Bihkhgeds / ·Ruè ds fg qud jâs `hsirutbs7

 Betds `d kgjdezbr, mbcb ueb ueb pbusb y prgiue`hkd y bcrb`dzkb b tg`gs fgs qud mbe bpgyb`g dstb sdshûe. ^rgpûshtg Df prgpûshtg `d dstb kbpbkhtbkhûe ds g g g g

@br b fb bu`hdekhb kgegkhjhdetg `d HPHF 0 Dxpfhkbr fbs bktubfhzbkhgeds `d fb vdrshûe betdrhgr. Dxpfhkbr fb krdbkhûe `d Ybfud Kg Igjdetbr fb kdrthihkbkhûe

Edkdsh`b` `d cdsthûe `d sdrvhkhgs

 

Fb tdkegfgcêb bvbezb jâs râph`g mgy qud euekb. Fb kgjputbkhûe de fb euod, fb Heirbdstrukturb kgjg sdrvhkhg, df bprde`hzbld butgjâthkg y fb kb`deb `d ofgquds mbe bohdrtg eudvbs gpgrtueh`b`ds pbrb fb krdbkhûe `d vbfgr y mbe pdrjhth`g qud PH sd kgevhdrtb de ue hjpgrtbetd hjpufsgr kgjdrkhbf y iudetd `d vdetblb kgjpdththvb. Pg`b grcbehzbkhûe ds ueb grcbehzbkhûe `d sdrvhkhg. Kbsh tg`gs fgs sdrvhkhgs dstâe mbohfhtb`gs pgr PH Fb cdsthûe `d sdrvhkhgs sd `dihed kgjg ue kgeluetg `d kbpbkh`b`ds grcbehzbthvbs dspdkhbfhzb`bs pbrb prgpgrkhgebr vbfgr b fgs kfhdetds de igrjb i grjb `d sdrvhkhgs. HPHF ds ueb kgfdkkhûe `d fhorgs qud kgethded rdkgjde`bkhgeds y sucdrdekhbs pbrb jdlgrbr fb prgvhshûe `d sdrvhkhgs `d PH. Ds Eg ds ue ue jbrkg `d jdlgrds  prâkthkbs dstâe`br, pdrg Kgekdptgs kfbvd `d cdsthûe `d sdrvhkhgs

^hdesb de ..... Fgs prg`uktgs y sdrvhkhgs qud kgjprbjgs edkdshtbe bcrdcbr vbfgrds b eudstrb vh`b, g eg kgetheubrdjgs kgesujhèe`gfgs.  

·Ruè prg`uktgs y sdrvhkhgs sge dsdekhbfds pbrb tu `êb b `êb7 ·Kuâetgs `d dffgs `dpde`de `d fb tdkegfgcêb7 (tbjohèe `diheh`g kgjg 'PH mbohfhtb`g')

^gshofds kgesh`drbkhgeds ... ^hdesb de ue `êb têphkg de tu vh`b. Kube`g sudeb fb bfbrjb, ·rdvhsbs tu tdfèigeg7 ·G dekde`dr fb tdfdvhshûe y vdr fbs egthkhbs7 ·Kge`ukds bf trboblg g thdeds trbespgrtd püofhkg7 G tbf vdz trboblbr `ds`d kbsb usbe`g ueb kgjputb`grb  pgrtâthf y pbqudtds `d sgitwbrd sgitwbrd obsb`gs de fb euod. 

^bqudtds `d PY pgr suskrhpkhûe, fbs bpfhkbkhgeds de su tdfèigeg kdfufbr, obekb de fêedb, shstdjbs `d thkadts `d trbespgrtd püofhkg ... fb tdkegfgcêb bmgrb dstâ hetdcrb`b de jukmbs ârdbs `d eudstrbs vh`bs. Odedihkhgs y vdetblbs `d HPHF Fgs odedihkhgs grcbehzbkhgebfds `d b`gptbr HPHF hekfuyde<

 

g

g g

g g g g

^râkthkbs `d prdstbkhûe `d sdrvhkhgs jâs râph`bs y ifdxhofds pbrb bpgybr fb trbesigrjbkhûe `hchtbf. Jdlgr bfhedbjhdetg dstrbtèchkg detrd PH y df edcgkhg. Hetdcrbkhûe jâs ifuh`b detrd fbs prâkthkbs `d detrdcb `d sgitwbrd de dvgfukhûe y df jbrkg `d btdekhûe bf kfhdetd djprdsbrhbf ^rdstbkhûe `d sdrvhkhgs jdlgrb`b y sbthsibkkhûe `df kfhdetd. Kgstgs rd`ukh`gs crbkhbs bf usg jdlgrb`g `d fgs rdkursgs. Jbygr vhshohfh`b` `d fgs kgstgs y bkthvgs `d PH. Jdlgr cdsthûe `df rhdscg djprdsbrhbf y fb hetdrrupkhûe g ibffb `df sdrvhkhg.

Dvgfukhûe `d HPHF HPHF 0 prgpgrkhgeb fb grhdetbkhûe qud fb grcbehzbkhûe edkdshtb pbrb bogr`br fgs `dsbiêgs kbjohbetds `d fb cdsthûe `d sdrvhkhgs y uthfhzbr df pgtdekhbf `d fb tdkegfgcêb jg`dreb.

Grhchebfjdetd krdb`g b ihebfds `d fgs => pgr df cgohdreg `df _dheg Teh`g. Bmgrb vdr`b`drbjdetd cfgobf y bpfhkbofd b tg`gs fgs sdrvhkhgs `d PH

@hidrdekhb kfbvd detrd HPHF Y; d HPHF0

 

Khkfg `d vh`b `df sdrvhkhg 22. [hcuhû jâs `d ue jètg`g de kbskb`b.

[hstdjb `d vbfgr `d sdrvhkhg < HPHF [Y[ `dskrhod kûjg tg`gs fgs kgjpgedetds y bkthvh`b`ds `d fb grcbehzbkhûe trboblbe luetgs kgjg ue shstdjb pbrb pdrjhthr fb krdbkhûe `d vbfgr.

 

Jâs deigqud mbkhb fb kg-krdbkhûe `d vbfgrds `be`g dspbkhg b Kufturb, [HBJ, Grhdetbkhûe, dtk.

HPHF v;

HPHF 0

;0 ^râkthkbs, kb`b ueb `d fbs kubfds ?9 ^rgkdsgs, grcbehzb`gs `d bkudr`g  pud`d hekfuhr vbrhgs prgkdsgs, prgkdsgs, kge fbs ibsds `df khkfg `d vh`b `d HP[J grcbehzb`gs fhordjdetd de trds thpgs `d qud sd deujdrbe b kgetheubkhûe.  prâkthkb. Khkfg `d vh`b `d cdsthûe `d sdrvhkhgs Kb`deb `d vbfgr `d sdrvhkhg ([YK)< HPHF     

Dstrbtdchb `d sdrvhkhg @hsdòg `d sdrvhkhg Prbeshkhûe `d sdrvhkhg Gpdrbkhûe `d sdrvhkhg sdrvhkhg `d Jdlgrbjhdetg kgetêeug

0 ^s `d `hsdòg `d sdrvhkhg<    

^drsgebs ^rgkdsgs [gkhgs ^rg`uktgs

     



   

^fbe Jdlgrbr  Kgetrbtbr  @hsdòg y Prbeshkhûe Gotdedr / kgestruhr  Detrdcbr y bpgybr  0 @hjdeshgeds `d fb cdsthûe `df sdrvhkhg< Grcbehzbkhûe y pdrsgebs Ifulgs `d vbfgr y prgkdsgs [gkhgs y ^rgvdd`grds Heigrjbkhûe y tdkegfgchb

@hidrdekhb kfbvd detrd HPHF Y; d HPHF0 HPHF Y; vs HPHF 0 Dsqudjb `d kdrthihkbkhûe.

 

Ybfgrds, _dsuftb`g, Kgstg y _hdscg [drvhkhg < ue jd`hg pbrb pdrjhthr fb krdbkhûe `d vbfgr de kgeluetg bf ibkhfhtbr fgs rdsuftb`gs qud df kfhdetd `dsdb bfkbezbr she b`jhehstrbr kgstgs y rhdscgs dspdkêihkgs.

Ybfgr.Cdsthûe `d rhdscgs Bsdcurbr qud fb grcbehzbkhûe kgjprde`b y jbedld fgs rhdscgs `d jbedrb didkthvb. Cdsthgebr df rhdscg ds dsdekhbf pbrb cbrbethzbr fb sgstdehohfh`b` kgetheub `d ueb grcbehzbkhûe y krdbr vbfgr pbrb sus kfhdetds.

22.[drvhkhg `d cdsthûe ihebekhdrb ^brb bpgybr fbs dstrbtdchbs y pfbeds `d fb grcbehzbkhûe pbrb fb cdsthûe `d sdrvhkhgs bsdcurbe`g qud fgs rdkursgs ihebekhdrgs y fbs hevdrshgeds `d fb grcbehzbkhûe sd uthfhkde `d jbedrb didkthvb.

2?.Cdsthûe `d fb dstrbtdchb

 

Igrjufbr fgs goldthvgs `d fb grcbehzbkhûe y b`gptbr fgs kursgs `d bkkhûe y bshcebkhûe `d rdkursgs edkdsbrhgs pbrb bfkbezbr dsgs goldthvgs.

2;.B`jhehstrbkhûe `d sujhehstrgs ^brb cbrbethzbr qud fgs prgvdd`grds `d fb grcbehzbkhûe y sus bktubkhgeds sd cdsthgede `d jbedrb b`dkub`b pbrb rdspbf`br fb prgvhshûe ifuh`b `d prg`uktgs y sdrvhkhgs `d kbfh`b`

20.Iudrzb fbogrbf y cdsthûe `df tbfdetg Bsdcurbr qud fb grcbehzbkhûe tdecb fbs pdrsgebs b`dkub`bs kge fbs mbohfh`b`ds y kgegkhjhdetgs bprgphb`gs y de fgs rgfds kgrrdktgs pbrb bpgybr sus goldthvgs kgjdrkhbfds b trbvès `d bkthvh`b`ds `d pfbehihkbkhûe, rdkfutbjhdetg, hekgrpgrbkhûe, bprde`hzbld y `dsbrrgffg, jd`hkhûe `df `dsdjpdòg y pfbehihkbkhûe `d fb sukdshûe. HPHF 0 - ^râkthkbs (^râkthkbs `d cdsthûe `d sdrvhkhgs)

24.B`jhehstrbkhûe `d `hspgehohfh`b` ^brb cbrbethzbr qud fgs sdrvhkhgs orhe`de ehvdfds `d `hspgehohfh`b` bkgr`b`gs  pbrb sbthsibkdr fbs edkdsh`b`ds `d fgs fgs kfhdetds y usubrhgs.

29.Beâfhshs `d edcgkhgs ^brb bebfhzbr ue edcgkhg g bfcüe dfdjdetg `df jhsjg, `diheb sus edkdsh`b`ds bsgkhb`bs y rdkgjhde`d sgfukhgeds pbrb bogr`br dstbs edkdsh`b`ds y / g rdsgfvdr ue prgofdjb kgjdrkhbf, qud `dod ibkhfhtbr fb krdbkhûe `d vbfgr pbrb fbs pbrtds hetdrdsb`bs.

23.B`jhehstrbkhûe `d kbpbkh`b` y rde`hjhdetg ^brb cbrbethzbr qud fgs sdrvhkhgs bfkbekde df rde`hjhdetg bkgr`b`g y dspdrb`g, sbthsibkhde`g fb `djbe`b bktubf y iuturb `d ueb jbedrb rdetbofd.

2=.Kbjohbr mbohfhtbkhûe ^brb jbxhjhzbr fb kbeth`b` `d kbjohgs dxhtgsgs `d PH cbrbethzbe`g qud fgs rhdscgs sd mbybe dvbfub`g b`dkub`bjdetd, butgrhzbe`g kbjohgs pbrb prgkd`dr y b`jhehstrbe`g df krgegcrbjb `d kbjohgs.

28.B`jhehstrbkhûe `d hekh`detds

 

^brb jhehjhzbr df hjpbktg edcbthvg `d fgs hekh`detds rdstburbe`g fb gpdrbkhûe egrjbf `df sdrvhkhg fg jâs râph`g pgshofd.

?>.Cdsthûe `d bkthvgs `d PH ^brb pfbehihkbr y b`jhehstrbr df khkfg `d vh`b kgjpfdtg `d tg`gs fgs bkthvgs `d PH,  pbrb byu`br b fb grcbehzbkhûe b jbxhjhzbr jbxhjhzbr df vbfgr1 kgetrgf `d kgstgs1 cdsthgebr rhdscgs1 bpgybr fb tgjb `d `dkhshgeds sgord fb kgjprb1 rduthfhzbkhûe y rdthrg `d bkthvgs1 y kujpfhr kge fgs rdquhshtgs rdcfbjdetbrhgs y kgetrbktubfds.

?2.Jgehtgrdg y cdsthûe `d dvdetgs. ^brb gosdrvbr shstdjâthkbjdetd fgs sdrvhkhgs y kgjpgedetds `df sdrvhkhg, y rdchstrbr d heigrjbr kbjohgs sdfdkkhgeb`gs `d dstb`g h`dethihkb`gs kgjg dvdetgs.

??.Cdsthûe `d prgofdjbs ^brb rd`ukhr fb prgobohfh`b` y df hjpbktg `d fgs hekh`detds jd`hbetd fb h`dethihkbkhûe `d fbs kbusbs rdbfds y pgtdekhbfds `d fgs hekh`detds, y fb cdsthûe `d sgfukhgeds y drrgrds kgegkh`gs.

?;.Cdsthûe `d fb fhodrbkhûe Mbkdr qud fgs sdrvhkhgs y iuekhgeds eudvgs y jg`hihkb`gs dstèe `hspgehofds pbrb su usg.

?0.[drvhkhg `d cdsthûe `d kbtâfgcgs ^rgpgrkhgebr ueb üehkb iudetd `d heigrjbkhûe kgmdrdetd sgord tg`gs fgs sdrvhkhgs y gidrtbs `d sdrvhkhgs, y cbrbethzbr qud dstè `hspgehofd pbrb fb bu`hdekhb rdfdvbetd.

?4. [drvhkhg `d cdsthûe `d kgeihcurbkhûe ^brb cbrbethzbr qud fb heigrjbkhûe prdkhsb y kgeihbofd sgord fb kgeihcurbkhûe `d fgs sdrvhkhgs, y fgs dfdjdetgs `d kgeihcurbkhûe (KH) qud fgs sgpgrtbe, dstè `hspgehofd kube`g y `ge`d sd edkdshtd.

?9.[drvhkhg `d cdsthûe `d kgetheuh`b` ^brb cbrbethzbr qud fb `hspgehohfh`b` y df rde`hjhdetg `d ue sdrvhkhg sd jbetdecbe de ue ehvdf suihkhdetd de kbsg `d `dsbstrd.

 

?3.@hsdòg `d sdrvhkhg ^brb `hsdòbr prg`uktgs y sdrvhkhgs qud sdbe bptgs pbrb df prgpûshtg, bptgs pbrb df usg, y qud pud`be sdr detrdcb`gs d etrdcb`gs pgr fb grcbehzbkhûe y su dkgshstdjb.

?=.[drvhkhg `d jdsb ^brb kbpturbr fb `djbe`b `d rdsgfukhûe `d hekh`detds y sgfhkhtu`ds `d sdrvhkhg. Pbjohèe `dod sdr df puetg `d detrb`b y df puetg `d kgetbktg üehkg pbrb df prgvdd`gr `d sdrvhkhgs kge tg`gs sus usubrhgs.

?8.Cdsthûe `d ehvdf `d sdrvhkhg Dstbofdkdr goldthvgs djprdsbrhbfds kfbrgs pbrb df rde`hjhdetg `df sdrvhkhg, `d jg`g qud fb prdstbkhûe `d ue sdrvhkhg pud`b dvbfubrsd, supdrvhsbrsd y cdsthgebrsd b`dkub`bjdetd de iuekhûe `d dstgs goldthvgs.

;>.Cdsthûe `d sgfhkhtu`ds `d sdrvhkhg ^brb rdspbf`br fb kbfh`b` bkgr`b`b `d ue sdrvhkhg jbedlbe`g tg`bs fbs sgfhkhtu`ds `d sdrvhkhg prd`diheh`bs d hehkhb`bs pgr df usubrhg `d ueb jbedrb didkthvb y iâkhf `d usbr.

;2.[drvhkhg `d vbfh`bkhûe y prudob ^brb cbrbethzbr qud fgs prg`uktgs y sdrvhkhgs eudvgs g jg`hihkb`gs kujpfbe kge fgs rdquhshtgs `diheh`gs. Fb `dihehkhûe `df vbfgr `df sdrvhkhg sd obsb de fgs bpgrtds `d fgs kfhdetds, fgs goldthvgs kgjdrkhbfds y fgs rdquhshtgs rdcfbjdetbrhgs, y sd `gkujdetb kgjg pbrtd `d fb bkthvh`b` `d `hsdòg y trbeshkhûe `d fb kb`deb `d vbfgr. HPHF 0 - ^râkthkbs (^râkthkbs `d cdsthûe tèkehkb)

2. Cd Cdst sthû hûe e `d `ds `dspf pfhd hdcu cudd ^brb jgvdr mbr`wbrd, sgitwbrd, `gkujdetbkhûe, prgkdsgs g kubfquhdr gtrg kgjpgedetd eudvg g jg`hihkb`g b detgregs de vhvg. Pbjohèe pud`d dstbr hevgfukrb`g de fb hjpfdjdetbkhûe `d kgjpgedetds de gtrgs detgregs pbrb  prudobs g dtbpbs.

?. B`jhehstrbkh B`jhehstrbkhûe ûe `d heirbd heirbdstrukt strukturb urb y pfbtbigrjb pfbtbigrjbss

 

[updrvhsbr fb heirbdstrukturb y fbs pfbtbigrjbs uthfhzb`bs pgr ueb grcbehzbkhûe. Kube`g sd ffdvb b kbog kgrrdktbjdetd, dstb prâkthkb pdrjhtd df jgehtgrdg `d fbs sgfukhgeds tdkegfûchkbs `hspgehofds pbrb fb grcbehzbkhûe, hekfuh`b fb tdkegfgcêb `d fgs prgvdd`grds `d sdrvhkhgs dxtdregs.

;. @ds @dsbrr brrgff gffgg y cdsth cdsthûe ûe `d sgit sgitwbr wbrd. d. ^brb cbrbethzbr qud fbs bpfhkbkhgeds sbthsibcbe fbs edkdsh`b`ds hetdrebs y dxtdrebs `d fbs pbrtds hetdrdsb`bs, de tèrjhegs `d iuekhgebfh`b`, kgeihbohfh`b`, jbetdehohfh`b`, kujpfhjhdetg y bu`htbohfh`b`. HPHF 0 - Igrjbtg `df dxbjde     

^rdcuetbs `d dxbjde `d gpkhûe jüfthpfd 0> prdcuetbs ?9 puetgs rdqudrh`gs pbrb bprgobr (`d 0> `hspgehofds) ` hspgehofds) - 94% 9> jheutgs `d `urbkhûe Fhorg kdrrb`g.

^uofhqud tg`bs sus prdcuetbs de Mbe`s Ge [ystdj y mbrdjgs tg`g fg pgshofd  pbrb rdspge`dr b tg`bs. Crbkhbs