Itil Demand Management Kpi

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					                                                                      2008

                                                                          :
                                                              ,
                                                                      ¯       "

                                                                          itSMF




                        ITIL® V3


            ITIL V3                                  -itSMF       ¯
ITIL® V3 Glossary v3.1.24, 11 May 2007 - OGC "   ¯                    .
              ¯                                       2007          11 ,3.1.24                                  - ITIL V3


                                                                                                                        ¯

2....................................................................................................................
4......................................................................... (             )            – ITIL
59 ........................................................................ (            )            – ITIL
114................................................................................                   – ITIL




               ¯     -                    "                             22/02/2008                                      0.0
        ¯                ,          "                                    17/4/2008                                      1.0
                                                                         1/06/2008                         ¯            2.0




    2                                (580447563 " )                       ¯                                    - itSMF
                                                      www.itSMF.co.il
              ¯                                        2007               11 ,3.1.24                           - ITIL V3




                                                ¯                -itSMF             ¯
OGC "                             Glossary-            ,                   .ITIL V3
.OGC-                                ¯    ¯ .ITIL® V3 Glossary v3.1.24, 11 May 2007 :
                                          .       -itSMF                                                             ¯

                                                                                                     :
              .                                                           ,                                              .1
                                                                      .                                  ¯
                                  (                    )          ,                        ¯                             .2
                                                                                                                .
            .                                                                          ,                                 .3
             .                                                                          ,                                .4
 ¯       ,(COBIT, CRAMM, ISO 9000 : ¯)                                                                                   .5
                               .                                                       ¯             ¯

         HP                                                                                                   OGC
                          .

                  ,           ¯       '                      ,                ¯            ¯
                                          ¯                ,   .                                                    ¯
I-til ,           ;HP ,                                ; ,        :                            ¯ ,                 ¯
-             ;Amdocs ,                               ;BPGain Solutions ,                  -                 ;Consulting
                                              .Methoda ,      ;GalanTech ,                                   ; Calltec

                      ,       ¯                                     ¯
                                                                 matissh@itsmf.co.il           ¯

In the name of itSMF-Israel, I would like to take the opportunity and thank OGC
for supporting the translation of the ITIL® V3 Glossary to Hebrew.

                                                  , ¯             Regards,


                                                                 Matiss Horodishtiano
                                              ¯             "    Content & Publications Committee Chair
                          ¯                                      itSMF - Israel




     3                                (580447563 " )                              ¯                          - itSMF
                                                           www.itSMF.co.il
                                                                   2007                      11 ,3.1.24                                                     - ITIL V3


                            (                                )                           – ITIL

                                                                                                                                                  (           )
                                    ¯                ¯       ,                 ,IT                           ¯                            ¯              Acceptance
                                .                                                                                ,                    ,
                                                                       ¯                                                                      ¯
                                             .
                                                                 .(SAC)                                                                                     Access
                                                                                                                                                        Management

                                                                                         (                                                    )   Account Manager
                                    ¯                                      .                                                                  ¯
                                                                                                 .
                                                                                         (                                                    )          Accounting
                                    ,                                                                    ,IT
                                                                                                                         .
              ¯                                          .                                                                   ¯                            Accredited
                                                 .                                                   ¯
                          ,IT                                                                            (                                    )   Active Monitoring
.                                            ¯
                                                                                             .
                  .                                                                  ¯                                                                       Activity
.                                            ,           ¯                                           ¯
                      ,                                                                                      (                                )       Agreed Service
                                                                   .                                                                                           Time
                                                                                                 .                                                     ¯
                                                                                                                                                              (AST)
    ¯     .                                                                                                                                              Agreement
     .                                           ¯                     ,                                                                                       ¯
                                .(OLA)                                         (SLA)                                         ¯
              ¯                 ,                                  ¯                                     (                                    )                 Alert
          ¯                                                                          ,                                            .           ¯
                                        .                                                                                        , ¯
        ¯ (                                          )(                         )(                                                            )            Analytical
                                                      ¯                                                                                                    Modelling
                                             ¯                     .IT
                                                     .
                                                                                                                     .



    4                                       (580447563 " )                                               ¯                                                 - itSMF
                                                                   www.itSMF.co.il
                                                                       2007                         11 ,3.1.24                                                   - ITIL V3


                                                                                                                                                        (          )
             ¯                    .IT                                                                                                       ¯                 Application
                                                         .                                 IT
                                                                               .
                                                                   .                                    ,
                                                                       (                                    )(                                      )        Application
                                                                                       .                                        ¯                           Management

                                                                                                                (                                   )         Application
         ¯                                       ¯                                     .                                        ¯                               Portfolio
                                            ¯                                                                               .
                                                     .(CMS)                                                     ¯                               ¯
                         IT                                                                                     (                                   )         Application
                                             .                                                                                                           Service Provider
                              .
                                                                                                                                                                   (ASP)
                                                                                                                (                                   )   Application Sizing
                   .                                                                        ,                                           ¯
     ¯                                                   IT-                               ¯
                                                                                   .
                                    ¯ ,IT                                  ¯                                    (                                   )        Architecture
                       ¯                ¯            .                                                                                      ¯                         ¯
    . ¯
                                  ¯         ¯                (CI)                                           (                                       )           Assembly
    ¯                             ¯         ¯        ¯                                                                              .                                ¯
         ¯       ¯ IT                                          ;                ¯                   ¯ ,                                 ,CPU
                     .                                                         ¯ ,                                                         ¯
                                                                                                .               ,CI             ¯
                              ¯                                                                                                                              Assessment
                                                                                                            ,               ¯
                                                                                           .
                                                                                                                    .
¯            ¯                       ¯ .             ¯                                     ¯(                                                       )               Asset
                        ¯           ¯ .                                                                                 ¯                                              ¯
,            ,         ¯,          , ¯                   ,                         ,                    :
                                                                           .                                                    ,
                                                                                       ¯                    (                                       )              Asset
            .                           ¯                                                  ¯                                                                Management
        .(SACM)                                               ¯                                                                                 ¯                ¯
                                                                                                    .           ¯


    5                                       (580447563 " )                                                      ¯                                               - itSMF
                                                                       www.itSMF.co.il
                                                                         2007                     11 ,3.1.24                                                - ITIL V3


                                                                                                                                                (            )
                                                      ¯ ,                        ¯                       (                                  )        Asset Register
                                .    ¯                                                            ¯                                  . ¯                   ¯
    ¯                       .                                                                            (                                  )              Attribute
                                     .                                               ,            ,                                        ¯
                                    .(CMDB)
                                                                                                     .
            ¯                                                                                    ¯                                                             Audit
                        ,                                                    ,           ¯
                                     ¯               .
                                                                         .
                                                                                             .                   , ¯
                                                                 .RACI                                                                              Authority Matrix

        ¯                                                                        ¯                           (                              )        Automatic Call
                                     .                                                                                                                  Distribution

                                                                                                                                                      (ACD)     ¯
                            IT                                                                    ¯ (                                       )            Availability
,                                                    .                                             ¯
                    ¯                        .                   ,                       ,                           ,
                        ¯                                    ,                                                               .
                                         "                                                                                   .
                                                                 .IT
                    , ¯ ,     ,                                                                                  (                          )           Availability
                        .IT ¯                                                                                        ¯                                Management
                      , ¯ , ¯                        ,IT-                                        ¯ ¯
                                              .
                ,                                     ¯                                                          (                          )            Availability
                                                 .                                                                                   ¯                Management
                                                                     .                                                   ¯                              Information
                                                                                                                                                             System
                                                                                                                                                                 ¯
                                                                                                                                                              (AMIS)
                                                         ¯                                        ¯ (                                       )       Availability Plan
                                                                                                  IT                                                               ¯
                                                                                                                                 .
                                                                                     .                                                                     Back-out

                                                                         (                                   )(                             )               Backup
                                .

6                                            (580447563 " )                                                  ¯                                            - itSMF
                                                                         www.itSMF.co.il
                                                             2007                 11 ,3.1.24                                            - ITIL V3


                                                                                                                              (           )
                    "                                                ¯(                                                   )           Balanced
                "        (                                                                                                )          Scorecard
                                                                                             ¯.                                              ¯
                                                                     ¯                 .(KPI)                                            (BSC)
        ¯ .                                                          ¯                      ¯
                                               ¯     ,                                4
                                                                          4             .
                                                                                  .                                   ¯

        .                      ¯                                          (                                               )            Baseline
                                                                                                          :
                                           ¯                         ITSM                                         •
                                       .                               ¯
                                                                                                                  •
                             .IT
                        IT                                                                                        •

                                                                                          .           ¯
    .                                                                     (                                               )         Benchmark
.                        ¯         ¯                     ,
                 :
                ¯                                            ,                                                    •
                                                                                      .
                                                                      ¯ ,                                         •
                                                                                          .
                                                                              .                   ,
                                                                          (                                               )       Benchmarking
                                                                                                  .
                                                                      ,
                                                                                                  .
                                                                     ¯            ¯                                               Best Practice
                    .                                            ITIL .
            .                                                                     ¯ (                                     )       Brainstorming
    .
                                                                                                              ¯
                                                                                      .
                                                                 ,                                                            British Standards
                                                                                                      .                               Institution
                                           www.bsi-global.com :                                                                                ¯
                                             .(ISO)                                                                                         (BSI)




    7                                      (580447563 " )                                     ¯                                       - itSMF
                                                             www.itSMF.co.il
                                                                                2007                    11 ,3.1.24                                           - ITIL V3


                                                                                                                                                  (           )
                                                                                                                        ¯        ¯                           Budget
                                            .                                                   ,                                        ,
                                                                                                        . ¯ ,
                                            ¯.         ¯                                                                                                  Budgeting
                                 (                          )
                                  .                             ¯                                               -
                                                                            ¯                                    (                            )                 Build
                                                                                                                .IT
                        .                                                                                         .
                                                                                                        .
                            IT               ,                                                                  (                             ) Build Environment
                            .                                                                                               ¯
        ¯           ¯                                           ¯                                   (                                         )            Business
                                      ¯                             ,ITSM                                           .
                    .                                               ¯                       ¯                                    ,
                ¯ IT-                                       .                                       IT                                       IT
    (                                           )
                                                        .(                                                  )
                                                                        ,ITSM                                           (                     )           Business
                                                                                                                                                          Capacity
                                                                          .                             ¯                                              Management
                                                                        .(SCM)

                                                                                                                                                             (BCM)
                                      ¯.                                                        (                                             )       Business Case
            .                                               ¯           ,           ,                           ,                    ,
                                                                                        .
    ¯                            ¯                                                                                      (                     )            Business
                                     BCM .                                      ¯                                        ¯                               Continuity
    .                                                       ,                       ,                                                                  Management
                    ¯                                  ¯ (BCM)                                          ¯                                                ¯
                                 ¯                                                          ¯                                                          (BCM)
                ,                 ,                                         BCM .
                                      .IT                                               ¯
                                                                                                        ¯               (                     )             Business
                                            ¯           .                                                                        ¯                    Continuity Plan
    ,                                            ,                                                                                                       ¯        ¯
                                     IT                                         ¯                       ¯               .                               (BCP)
                                                                    .                       ¯                                ¯



8                                                    (580447563 " )                                                     ¯                                  - itSMF
                                                                                www.itSMF.co.il
                                                                   2007             11 ,3.1.24                                          - ITIL V3


                                                                                                                                (         )
                         .                                                      (                                           )          Business
                                                                                    ¯                                                  Customer
                                                                                                          .           ¯
                        ¯                                                 BIA (                                             )    Business Impact
             .                                 (VBF)                                                                                    Analysis
    ,                            ¯                             ,                ¯                ¯
                                                                                         .               ,IT                               (BIA)
                       .IT                                                                                         BIA
        ,(RPO)                                ,(RTO)                                                              ¯
                                             .IT               ¯
.           ¯ ¯                      ,                                          (                                           )          Business
                             ¯                     ,                        ¯                                                          Objective
                                                       .IT                                   ¯                            ,IT
             ¯                                     ,       -                    (                                           )          Business
                                                                                                          .                           Operations

                  IT                                                       (                                                )          Business
                                                                                ¯ ,                                                  Perspective
                                                                                                              .
                                             .                                                                                  Business Process
                       ¯ ¯   ,               .
    .                                                                                                ¯
                                         .IT                                                                      ¯
                                                                          (                                                 )          Business
                                                       :             ¯ BRM .                                                        Relationship
                             .                                                                                    •                 Management
                                                                                                                  •
                             ¯                             IT-                               ¯                    •                       (BRM)
                                                                                     .
                                         .                            ¯
                                                                                (                                           )          Business
                                                                                 .                                                  Relationship
                                                                                                 .                                     Manager
                                                                                        .
                                                                                                                                          (BRM)




        9                                      (580447563 " )                                ¯                                         - itSMF
                                                                   www.itSMF.co.il
                                                                       2007                 11 ,3.1.24                               - ITIL V3


                                                                                                                             (         )
                                     ,                                                                       IT              Business Service
                 IT-                                                                ¯
                                                                                                        .
                     ,                   .
                                                                   ,
                                                                                                .
                                                                            .                               IT

      IT                                                   (                        )(                                   )   Business Service
                             ¯                                         ¯                                                        Management
                                                                                                .
                                                                                                                                       (BSM)
                                                                                        .
,    ¯                                                     ¯                            (                                )     Business Unit
                 ¯                                          ¯ .                                             ¯ ,              (BU)
         .
      ¯.                                                   ¯                                        (                    )               Call
                 .                                                                                               ¯
                                                                                                    (                    )        Call Centre
                                                                       .                            ¯                                    ¯
                                                                                            .                ¯
                     ¯                                                                           (                       )          Call Type
                             ,                                 ¯                                .                    ¯
                                                                                                                 .
             ,           ,               ,           ,                          ¯       (                                )         Capability
                                 ¯                       ¯ .                            IT                                                 ¯
                                                                                                                 .
                                                                                                        .
             )   ¯                               ¯                           (                 )                                   Capability
                                                                            (SW-CMM      CMM-¯                                 Maturity Model
 ¯           ¯                                   CMM . ¯                                     ¯                                 ¯
SW-        ,2000                             .                                      (SEI)                                              (CMM)
       ¯ .( ¯                                                              ) CMMI -       CMM
      ,SW-CMM                                                                 (SEI)        ¯
            .    ¯                                             ,                    ¯




10                                               (580447563 " )                                         ¯                           - itSMF
                                                                       www.itSMF.co.il
                                                                        2007                 11 ,3.1.24                                     - ITIL V3


                                                                                                                               (            )
     (CMMI)                     ¯                                                (                                        )            Capability
        ¯                      ¯                                                                                                   Maturity Model
                                    CMMI .                                                           (SEI)                            Integration
                          .                        ¯                                             ¯
          ,                ,                                        ¯                                                                   ¯
                                                                                         CMMI . ¯                                           (CMMI)
     ¯                              , ¯                                              ,
                               .      ¯       ¯                    ¯                    ¯
                                                                   www.sei.cmu.edu/cmmi
                      .             ,                                  , ¯

         IT                                                              ¯                           (                    )             Capacity
           ¯ .             ¯                                                                                             ¯
                                                               ¯                 ,
                                                                                                         .
    IT                                        ¯                                                  (                        )            Capacity
                               ¯                                                                 ¯ IT                               Management
                                     .
     IT
                  .                                                                  ,                               ¯
     ,                                        ¯                                                      (                    )             Capacity
                                              .                                              ¯                                      Management
                                                                    .                                        ¯                       Information
                                                                                                                                         System
                                                                                                                                           ¯
                                                                                                                                   (CMIS)
                                                                                             ¯       (                    )        Capacity Plan
                                          ¯            ¯           .IT                                   ¯                                   ¯
                                                               ¯
                                                                                         .       ¯
                                                                             ¯                       (                    )   Capacity Planning
                                                                                 .                           ¯                               ¯
,             ¯                                                     ¯                    (                                )              Capital
                                                       ¯                 .                                                         Expenditure
                                                                                                                 .
                                                                                                                                        (CAPEX)
                                                                                 ¯ (                                      )          Capital Item
                                         .                 ¯                      ¯                      ¯




    11                                            (580447563 " )                                     ¯                                  - itSMF
                                                                        www.itSMF.co.il
                                                                          2007            11 ,3.1.24                                        - ITIL V3


                                                                                                                                 (            )
         ¯                               ,        ¯                               ¯ (                                        )        Capitalization
                                                                                                            . ¯
                                                              ¯                   .
                                                              . ¯                                      ¯            , ¯
     .                                   ¯                                                                                                 Category
                                                          .
                                                                           ,
                                              (                           ) -             ,
                                                                                  .
                 ¯ ¯                 .                                                                                                  Certification
                    ¯                              .                                                                                            ¯
                                                  ¯
                                                                                      .                                  ¯
                                                              ,               ,                (                             )              Change
    ¯                ¯                                            .IT
                         .                            , ¯                 ,                            ,IT-
                                                                                               (                             )   Change Advisory
             .                                                                                                ,                           Board
                                 ¯                                ¯                                ¯
                                                      .               ¯                   ,                ,IT                        (CAB)
                                                                                          ¯ (                                )        Change Case
                     ¯                                                                                      .
                     .
                                                                                              .Use Case
                                                                              ¯                (                             )       Change History
                                                                  ¯               ¯                                      .
                                                                                               .
¯                                                                                              (                             )             Change
                             ¯                                                                              .                          Management
                                 .IT
                                                                                               (                             )       Change Model
                                                                                                       .
                             ,                                        ¯                       .
                 ¯                            ¯                           (                                     )
     ¯                                       )
                                                                                                                    .(
                                              .                                           ,




12                                                    (580447563 " )                               ¯                                       - itSMF
                                                                          www.itSMF.co.il
                                                                                               2007                        11 ,3.1.24                                       - ITIL V3


                                                                                                                                                                 (           )
                                  ¯.                                                            ¯                              (                             )       Change Record
    ¯                                                              .
                                                                                                           ,
                                                                                                   ¯                                                 .
         .                                ¯                                    ¯                                                       .
                                                                                       .                                                                         Change Request

                                                              ¯                                        ¯                       (                             )   Change Schedule
                                                              .                                ¯                       ¯
             ¯                                                                 ¯                                       ,
                                                                                                                                                     .
                                                                                       ¯                                       (                             )    Change Window
        ¯                                                                          .
                                                                                                                                                     .
                              .IT                                                                                  (                                         )             Charging
                                                          ,                                                IT
                                                      .                    ¯                   ¯ IT-
                                                                               ¯                                    ¯ (                                      )        Chronological
                                                                                                                   ¯.                                                     Analysis
                                                  .                                             ¯                                                                           ¯
                                                                                   .
                  -               .                                                                                            (                             )              CI Type
-                .                                                                                                                                                          ) -
                                          .                                        ,                   ,                   :               ¯             ¯                    (
                                                                                               .                                                                       Classification
                                                                       ,                   ,                   ,                                 .
                                                                                                                                                .
                              .                                                ,                   ,                                                 ¯                        Client
                                                          .                                                            ¯                        ¯
                                                                                                                                   :
                                  ¯                                                                                                                      •
                                              .                                                ,           ¯                   ,
                                                                                       -                                                                 •
                                                              .
     ,                ,                                                                                                            (                         )               Closed
    .                                                                              ,                                                       ¯.
,                         ,           ,                                                                                            (                         )              Closure
                                                                                                                   .




13                                                                (580447563 " )                                                       ¯                                   - itSMF
                                                                                               www.itSMF.co.il
                                                                               2007                 11 ,3.1.24                                       - ITIL V3


                                                                                                                                           (              )
                                            ¯                                              (                  )                                          COBIT
    .IT ¯                                                                                               (COBIT)
                           .IT Governance Institute                                                       COBIT
                                     .                                                         www.isaca.org
      ¯,                   ¯                                                                                                               Code of Practice
                       .                                                       ¯                                    .BSI             ISO
                                                                   .                                                                                     (COP)
                                                                               .                                                                Cold Standby

.                                                             ¯                                     ¯           (                      )       Commercial off
                                                                                                                                                   the Shelf

                                                                                                                                                     (COTS)
                                    ¯           ,                                               ¯                        ¯                        Compliance
                                                                   .
     ,                . ¯                   ¯                                                                                    ¯                Component
      ¯                ,IT                            ¯                                                 ¯                         ¯                      ¯
                                                                   ¯ .
                                                                                                .
                                                          (                                                 )(                         )          Component
                               .                                                           ,                  ,                                     Capacity
              .                         ¯                                                           ,                        ,                   Management
                                                                   .(SCM)                                                                       ¯
                                                                                                                                                      (CCM)
      CPU ,                         .       ¯                                                               (                          )       Component CI
                                   .                                                                                     ¯             ¯            CI ¯
                           ¯                                                                            ¯ (                            )         Component
                               IT                                                              .IT                                             Failure Impact
               )                                                                                        .                                            Analysis
              IT                                (                 IT                                        ¯                                  ¯
                                                 .(                    ¯                                             )                            (CFIA) ¯
                                                 ¯        ¯                ¯                    CTI (                                  )            Computer
          ¯                                                                        .                 ¯                                             Telephony
                  ¯                                                                             ¯                                                  Integration
                                                                                                                                 .
.(IVR)                                                        ,(ACD)                   ¯                                                         (CTI)
                  .                                                                                                      ¯                       Concurrency




    14                                                (580447563 " )                                            ¯                                   - itSMF
                                                                               www.itSMF.co.il
                                                                                      2007                11 ,3.1.24                                   - ITIL V3


                                                                                                                                             (           )
                                                                    ¯                                             (                      )       Confidentiality
                                                                                                     .
                                                                                                ¯             (                          )       Configuration
                                -                               ,IT
                                                                                 ¯                                                     .IT
                                                                                 .
                                                ¯                                                             (                          )       Configuration
                                                    .                                                                                                Baseline
                                                            .                                                     ,                     ¯
                       ,                    ¯                                                                 (                          )       Configuration
                                                                ,           ¯                                                                          Control
                                                                        .                                (RFC)
                                                                                                              (                          )       Configuration
.(CMBD)                                                                                                                                          Identification
                           ¯,
                                                                    .
             .IT                                                                                 ¯        ¯(                             ) Configuration Item
                                                                                                                                   ¯          (CI)
                                                                             ¯                                                    ¯
             .                                                                                                        .
                           ,                , ¯                     ,                ,IT                 ¯"                 ¯
                                    .                               ¯                ¯           ¯                ¯
                                                                                                              (                          )       Configuration
                 .                                                          ¯ ,IT                                                                Management
                                .                                                                        ¯
             .                                          ¯                        ¯                       ¯
                                                    ¯                                                         (                         )        Configuration
                                                                                      ¯          .                                      ¯        Management
                                    ¯                                            ¯                            (CMDB)                                Database
                 .                                                                                              ,
                                                                                                                                                       (CMDB)
                                                                                             ¯           ¯ (                             )       Configuration
     ,                                                              ¯ ¯                    .IT                                                   Management
                                    ¯                       ;                                    ,                            ,                       System
         .                                              ,                                   ,                 ,             ,                            ¯
                                        ¯     ,   ,     ,                                                 ¯               ¯ ¯                          (CMS)
                                            CMS .                                                                                       ¯
                     .IT                        ¯     ¯
                                                ¯   ,(CMDB)
                                                                                                                          .(SKMS)

15                                                      (580447563 " )                                            ¯                                   - itSMF
                                                                                      www.itSMF.co.il
                                                                           2007                         11 ,3.1.24                                          - ITIL V3


                                                                                                                                                   (          )
     ¯.                                                ¯                        ¯                           (                                 )        Configuration
       .                                                                                                                                                     Record
                                      .                                                             ¯
                            ¯                                                           ¯                   (                                 )        Configuration
                                                                           .                                                      ¯                       Structure

                       IT                                                                   (                                                 )   Continual Service
                                                                               .ITIL                                                                  Improvement
               .             IT                        ¯ IT                                               ¯
    , ¯                                                                                                 IT                                             (CSI)
                   ,                                           ¯                     IT                                 IT
                                                         .
                                                  .(PDCA)                       -               -           - ¯

IT                 .           100%                                                 ¯                               (                         )         Continuous
                            . ¯                        ¯                                                                                                Availability

                                                                                    ¯                               (                         )         Continuous
               ¯                                               ¯                            .IT                                   ¯                      Operation
                                  .                    IT-
                                              .                                                                               ¯ ¯                          Contract

                                                                                                    (                                         )   Contract Portfolio
      ¯                .                          IT                                                                                  ¯
                                  ¯                                                                                 IT                    ¯
                                                                                                                              .
                                                                   .                                        ,
                                                                       ¯                    ,           ¯                                                      Control
,          ,                          ¯                                        .                                  ¯                                             /
                                                       .                                                    ,RAID ,
                                                                                            .

                                                                               .IT                                  ¯         ,
,              , ¯                ,IT                                                               (                                         )             Control
,IT                                                                                 ¯                               ¯ .                   ¯             perspective
                                                                                                                ,         ¯
               ¯                          ,                .
                                                                       ,IT                                      ¯
                                                                                        .
                                                           ¯ ISO/IEC 20000 ¯                                                                      Control Processes
                                                                                                                              .                               ¯
    16                                            (580447563 " )                                                    ¯                                      - itSMF
                                                                           www.itSMF.co.il
                                                                                2007                       11 ,3.1.24                                           - ITIL V3


                                                                                                                                                       (         )
                                                                                IT                     (                                           )       Core Service
                                                                                  .
                                                             .                                            , ¯
                              ¯                                                                        (                                           )       Core Service
                                                .                                                                                                             Package
                                                                                                   .
                                                                                                                                                                  (CSP)
                                                         IT                 ,                                                        ¯             ¯               Cost
             ¯                                      ,(           ¯)                                        ¯                        .
                                                                                                            .                   ,
                                                                                                                                                            Cost Benefit
                                                                                      .                                                     ¯                  Analysis
                                        ,                                   ,      ¯                           ,
                                                                                .(VOI)                                                   ,(ROI)
     .                                                                                                 (                                           )        Cost Centre
                              .                                                                                                                  ¯                 ¯
                                            .            ¯            ¯                   ¯       ¯                                             ¯ IT
                 .                                       ,                                                                                                          Cost
                          .                                                                                ¯                                               Effectiveness
.        ¯                        ,(ROI)                                         ,(KPI)
                                                                                                       (                                           )       Cost Element
                                                                                                  .                                                                  ¯
             ,                    , ¯               ¯      ¯ "                  "                                       ,                   .
                              ¯                          ¯ .   ¯                                                ,               ¯ ,
              ¯ ,                       .
             ,                                                                      ¯             ¯ "                           "
                                                                                                   .' ¯                             ,
              ,                                                                     ¯                  (                                           ) Cost Management
                                                    .                                                          ¯
                                                                                                       (                                           )          Cost Type
                  ,                ,                , ¯               ,                                .
                                                                                                           .
                                                                                        .                           ,                   ¯
.                                                                     ¯                                (                                           )           Cost Unit
                      )                                                                   ¯
                  )                                                          ( ¯                                     ,      ¯                      ¯
    .                     ¯                     ¯                             .(                      ¯             ,CPU-
                                                              ¯           ¯ "                 "                         ¯ ,
                                                                                 .                                    ,       ,
                                                                                                                      .

    17                                                       (580447563 " )                                                 ¯                                  - itSMF
                                                                                www.itSMF.co.il
                                                                                     2007                  11 ,3.1.24                                - ITIL V3


                                                                                                                                             (        )
                                                    .                                  ¯                                                     Countermeasure
                      ¯                                                                                        ¯
                          .IT                                                                                      ,
                     ¯ ,                                ¯                                          ¯                                                 Course
         .            ¯                                      ¯                                                 .                                 Corrections

                                    CRAMM .                                  ¯                                     ¯                                CRAMM
                                .                                    ¯                                     ,
                                                        www.cramm.com
             ¯                                                                   ¯                                                                    Crisis
                 ¯                                                                                                           .                  Management
                                        ,
                                                                             .(BCP)                                ¯                 ¯
IT                        ,         ¯           ,                    ,                     ¯                                                 Critical Success
¯                                                                            (KPI)                                               .                      Factor
                     IT                                      "                                                 ,                 .CSF
                                "           ¯                                                                                "                         (CSF)
                                                                                           " ,"
                                                                                                               .         "
                 ¯                          ¯,                                                                          ¯            ¯                Culture
                                    .                       ,                    ,             ,                       ¯
                                                                                                                         .
                 IT                                                              .                                                                 Customer
     .                                                               ¯                                                                                 /
                      ,
                                                                                           ."                                            "
                                                                                                       (                                 )         Customer
                                                                                 .IT                                                     ¯          Portfolio

                                                                                                                                     .IT
                                                                                       .                       ,
                                                                             ¯                                 (                       )          Dashboard
         ¯       ¯              ¯                                        ¯                 ¯                                         .IT
 ¯                                          ¯                                          .
                          .                                      ,                             ,                                 ¯




18                                                          (580447563 " )                                         ¯                                - itSMF
                                                                                     www.itSMF.co.il
                                                                     2007                    11 ,3.1.24                                          - ITIL V3


                                                                                                                                    (             )
          DIKW .                        ,               ,                                                                                      Data-to-
                                                                         .                                            ¯         ¯        Information-to-
                                                                                                                                         Knowledge-to-
                                                                                                                                               Wisdom
                                                                                                                                         - -     -
                                                                                                                                            (DIKW)
                                                                                                  (                             )       Definitive Media
DML .                           ¯                   ¯                                            ¯                                                Library
 DML- .                                              ¯                                                                ¯     ¯
                            ¯                                                                                                            (DML)
                                                                                 DML-             ¯               ¯.
    DML-                    ¯               .                                     ¯
                                                                .
          ¯                                                                                                                                  Deliverable
¯                                                                                                                 .
                                                                                             .                ¯
                                                                                                                                              Demand
                                                .                                                                                          Management
.                                                                                                         ¯       ¯
                                                                                 ¯   ¯
                   .                                                 IT
                                                                                         .
              .(PDCA)               -               -               - ¯                                                                   Deming Cycle

                                                                                                                                           Dependency
                                                                                     .
    , ¯        ,                                                                                (                               )           Deployment
                   .                                ,                                        ,' ¯                     ,
                                                .
                                                                                                              .
          .                 ¯                                                            (                                      )          Depreciation
                                            ¯               ¯        ,
                                                                                         . ¯                              ¯ ¯
                        ,                                                                                 (                     )                Design
                                                                .
                                                                                             .
                        ¯.                                                                            (                         )             Detection
     ,                                                   ¯                   .
                        .                                                                                                   ¯


19                                          (580447563 " )                                                ¯                                    - itSMF
                                                                     www.itSMF.co.il
                                                                                    2007                  11 ,3.1.24                                                     - ITIL V3


                                                                                                                                                           (           )
    IT                                                                                                                (                                )        Development
                                                                                                                                      .
                                                                                                                                           .
             IT                                                                                                       (                                )        Development
                  ¯                                            ¯                        ¯                                             .                         Environment
                                                                                             .
                                                                                                                              .
                      .                                                                                           (                                    )              Diagnosis
              .
    ¯                                                                                                             (                                    )    Diagnostic Script
                          ,       ¯                                                                                               ¯
                                          ¯                                     .                                                              ,

                                                                                                     .
                                                                                                                  ¯                                ¯                  Differential
                              .                                                         IT                                                                             Charging

                                                   IT                                                 (                                                )          Direct Cost
                                  .         ¯                                           ,            ¯        ,
                                          . ¯
                                                                                                          .
                              IT                                                                                  (                                    )   Directory Service
                                                        .
                              ¯                                         .                                             (                                )          Do Nothing
                  .                                            IT                                                             ¯
                                                                                    ¯                .                                                                Document
,                                 ,                    ¯            ,                                                         .
                                                                   .                             ¯
                                                                                                                          .
    IT                                                                              (                         )(                                       )              Downtime
                                      .                    ¯                                                                                                   (DT)
                              ¯                                                                                                       IT
                                                                                                                                  .
                                          .                                     ,                                                                                      Driver
                                                                            .                                                                                              ¯
                                                  IT                                             ¯            (                                        )   Early Life Support
                                              ¯                         .                                                                                                ¯
                                          ,                                                                               ¯ IT                                         (ELS)
         .


20                                                     (580447563 " )                                                 ¯                                                 - itSMF
                                                                                    www.itSMF.co.il
                                                                    2007                         11 ,3.1.24                                        - ITIL V3


                                                                                                                                          (         )
                                                                                             (                                        )       Economies of
                                        .IT                       ¯                                                                                  scale
                                                                                                 .
                       IT                                                                    (                                        )       Economies of
     IT                                              .                                                            ¯                                 scope
                                                                                 .               IT
                                                                                                  .
                       ,                                                             (                                                )       Effectiveness
                                    ¯                                                                 .
                                                                         .                       ¯
                                                                    .(KPI)
                  ¯                                                                  (                                                )          Efficiency
                   .                                ,                                                                             ¯
                                                   ¯,        ¯,
                                                                                                                          .
                                                                    .(KPI)
              .                                                                                       (                               )         Emergency
                            .                                                                                                                     Change
                                .
                                              .(ECAB)
         (CAB)                                                                                        (                               )       Emergency
             .                                                                                                                            Change Advisory
                                        ,                                                                                                          Board
                                                                                                              .

                                                                                                                                                   (ECAB)
                                              IT                             ¯                        (                               )       Environment
          .                                                         ,                             :                   .
                                               ,
.             ¯                                                                                           ¯

                                                         .              ¯            ¯        ,                               ,   ¯
                                                                             ¯               ¯
                                                                                         .                ¯

                            ¯                                 ¯              ¯                            (                           )               Error
          ¯                                   .                         IT
                                    ¯ IT
                                                                                                                          .




    21                                             (580447563 " )                                             ¯                                   - itSMF
                                                                    www.itSMF.co.il
                                                           2007              11 ,3.1.24                                         - ITIL V3


                                                                                                                       (          )
                        ¯                                                             (                           )           Escalation
          ¯             .                                                                                     ¯
                                      ,IT                                     ¯
                                .                                                  ,
                                    . ¯                                                           ,
                                                                         (                                        )          eSourcing
 eSCM-CL .                                                                                                              Capability Model
                                                .                                                                              for Client
                                                                             .eSCM-SP                                     Organizations
                                                                                                                                   ¯
                                                                                                                             eSourcing
                                                                                                                      (eSCM-CL)
  ¯       IT                                                             (                                        )         eSourcing
eSCM-SP .                                                                         IT                                   Capability Model
                                                .                                                                          for Service
                                                                             .eSCM-CL                                        Providers
                                                                                                                                  ¯
                                                                                                                            eSourcing
                                                                                                                      (eSCM-SP)

                        .                                                                                                    Estimation
                                                    ¯,
                                                                                  .
               ,       IT               ¯                                      (                                  )          Evaluation
              ,             ¯          ¯        ¯              ¯ ,                                                                ¯
                                            .
                                                                     ¯                                    ¯
                                       .                                                              ,
                                                                                      (                           )               Event
                                                                         .IT
  .                ¯                                 ,IT
IT                                                                             ¯
                            . ¯
      ¯                                                                               (                           )             Event
                                                                     .                                                     Management
                                                                                      .IT
(KPI)                                                                                         ¯                       Exception Report
  .                                                            ,
                                    (SLA)                  ¯                                  ¯

                                                                                          .

22                                        (580447563 " )                                  ¯                                    - itSMF
                                                           www.itSMF.co.il
                                                                     2007                          11 ,3.1.24                                        - ITIL V3


                                                                                                                                          (            )
         .                                                                                                     (                      )          Expanded
                         .            ,                          ,            ,                    ,               :                      Incident Lifecycle
                                           ¯
                                                     ¯       ¯
                                                                                                                       .
                     .IT                                                                                                                            External
                                                         .                            ,                                                            Customer

                                  .             IT                                                                                            External Metric
                         .                                                    ¯                        ¯
                                                                                                       .
                                                             IT                                (                                      )    External Service
                                                                     ¯ IT                                              .                           Provider
                                                                                                           .            ¯
                                                                             .III                                                                     (ESP)
                                                                                  .                                                       External Sourcing

                                                                                                           (                          )           Facilities
                                      ¯               ¯                                       .IT                                              Management
                                                      , ¯                                              ,
                                                                                                                            .
                     ,                                                        ¯                            (                          )               Failure
                                                                     ¯                ¯                     .                                               ¯
                                          ¯.                                          ,                            , ¯              ,IT
                                                                                                           .
     ¯ FMEA .                     ¯                                                                                ¯                          Failure Modes
          ¯                           ¯                                    ¯                                           ¯                         and Effects
                                          FMEA .                          ¯                                                     ,                   Analysis
         .IT                                  ¯                          ¯
                                                                                                                                               (FMEA)     ¯
 .                           ¯                                                                                 (                      )       Fast Recovery
     ¯           ,                        IT
                                                                                      .                    24-
                             ¯             ¯                             ¯
             ,               24                               ¯                                                        .IT
                                                  .
                                                                                          .                                                             Fault




23                                             (580447563 " )                                                  ¯                                    - itSMF
                                                                     www.itSMF.co.il
                                                                            2007                              11 ,3.1.24                                               - ITIL V3


                                                                                                                                                          (             )
                                                                   IT                                         ¯           (                          )        Fault Tolerance
                                                                      . ¯                                 ¯                                      "
                                                                    .                             ,                                      ¯
                                                   ¯ (                                                            )(                                 )               Fault Tree
.                                                                                                                                        ¯                            Analysis

                                                                                      .                                                                                  (FTA)
                                                           ¯                                              (                                          )             Financial
                   .IT                                                                                                              ,                           Management

        ¯                                          ¯                                                                  (                              )    First-line Support
                                                               ¯                ¯.                                                                                    ¯
                                   .                                                                                                         ,
                                                                                                                          .
                                   .(Ishikawa)                                                                                                           Fishbone Diagram

                                                                                                                                                               ( -              )
             ,' ¯ IT                   ,                                    ,                                                                                 Fit for Purpose
                                                           .
                                                       .                                      ,                   ,
                                                                                                          (                                          )               Fixed Cost
                                           .                                                                                  .IT
                                                                                                          .
        ¯      "                                                                          ,                               (                          )          Fixed Facility
                                                                                .IT                                                      ¯
                                                               .                          ,
    ¯                                              ¯                                                                  (                              )        Follow the Sun
                   7                   24                                                                         ¯                                                     ¯
                                                                                      ,                           ,                     .(24*7)
                                                                                .
                                       .                                                                                                                             Fulfilment
                           .                                                                  ,               IT
                                                                            ¯                                                                                         Function
                                               .                    ¯                                 .
                                                   :
                   ,           ,               ,                        ¯                                                                 •
                                                                                                              .IT
                                   ,
                       .                                                                                              ¯
        ."                                 ",                                                                         ¯                   •

24                                                 (580447563 " )                                                         ¯                                           - itSMF
                                                                            www.itSMF.co.il
                                                                                  2007                     11 ,3.1.24                                                  - ITIL V3


                                                                                                                                                          (              )
                      ¯                                                   ,                                            (                             )               Functional
                                           .                                              ,                                                                          Escalation

                                                                                              (                                                      )          Gap Analysis
                                                                                  .
                                       .                                                                               ¯
                                                                                                                               .
                ¯ ,                            ¯                                                                                   ¯                             Governance
                                       ¯                 .                    "                                                            ¯
                                                                  ,                                        ,
                                                                                                                                           .
                      .                    ¯                                                                               (                         )   Gradual Recovery
        .           72 -                                              IT

    .                 ¯                                   ,           ¯                       ¯                                        ¯
                                       ¯                      ¯                   ¯                                                            ¯
                                                                                                                                                   .IT
                           .                                                          ,                                                                              Guideline
                                                                                                  . ¯
                                                                                                                                   .
                .                                                                                                      (                             )               Help Desk
                                       ¯                                  ¯                                                                    ¯                      ¯
                           .                                                                       ¯
                                           .                  ¯                                        ¯                                       ¯
                           ¯                                                                                           (                             )               Hierarchic
                                                                                                                           .                                         Escalation
                                                                                                                                                                 ¯
                                                                                                                           (                        )         High Availability
                                   .IT                                                                                                              ¯
                ,     ¯                                                                       ¯                ¯
                                                   ¯,                                         ¯                    ¯
                                                              ¯                                ¯
                                                                                                                                           .
                                   .                                                                                                                             Hot Standby
                                                                                                                                                                           ¯
.                              ,                                                                                       (                             )                  Identity
            .                                  ,
                      " ¯                       "                                                       ¯
                                                                                                                   ."                                "



25                                                      (580447563 " )                                                     ¯                                          - itSMF
                                                                                  www.itSMF.co.il
                                                                                2007              11 ,3.1.24                                          - ITIL V3


                                                                                                                                           (           )
     .                       ¯                                                                                (                        )           Immediate
                                 IT                                                                                ¯                                Recovery
                 ,                         ,"Mirroring"-                                                                           . ¯
                                                                                 .                                                  ¯
,                "                                                      (                             )(                               )               Impact
                                                            .                            ¯
                                                                .
                                                                                                      .
     ¯                       IT                         ¯                                                  (                           )              Incident
                                                                                                          ¯ .IT
                                                ¯                           .         ¯                                ¯
                                                                                .Mirroring                    ¯
             ¯                                                                                            (                            )             Incident
                                                                                                                           .                     Management
                                                                    .                    ¯¯               IT-
                                                        ¯                            ¯                    (                            )       Incident Record
                                                                                                                           .
                                                                                                                               .
                 IT                             ¯                                             (                                        )         Indirect Cost
                                            .
         .           ¯                . ¯
                                                                                                  .
,        ¯                        ,                 ,                                                         (                        )          Information
                                                        .                                IT                    ,               ,                      Security
                                                                    ¯                                                                            Management
             ,                        ,                                                           ¯ IT
                                                                                     .                                 ,
                         ,                , ¯                       ,                                         (                        )           Information
                                                            ¯                            ¯                                         ¯                   Security
                                                                                                          .                                      Management
                                                                                                                                                       System
                                                                                                                                                          ¯
                                                                                                                                                  (ISMS)
                                                                                                              (                        )          Information
                                                                                                                               .               Security Policy




    26                                      (580447563 " )                                                    ¯                                      - itSMF
                                                                                www.itSMF.co.il
                                                                            2007                      11 ,3.1.24                                   - ITIL V3


                                                                                                                                        (             )
                   .                                               ,                                               ¯                            Information
     ¯                              ,             ,                                                                ¯        ¯                   Technology
         .                      ,             ,           ,                                  ¯         ¯                .                                 ¯
                            ¯                 ¯                    ¯                                                            ¯                       (IT)
                                                                                                 .IT
                 ,                                                                                                     IT                     Infrastructure
.                IT                                                          ¯ IT-                                                                  Service
                        .                                                        ,
                                                                                 .                                                               Insourcing

                                                      ¯                                                        (                    )              Integrity
                                              .
         ,                          ¯                 ¯        ¯                                                            ¯
                                                          .
                        (ACD)               ¯                                                              (                        )    Interactive Voice
                                                                                                                                                Response
                                        .             ¯                                   ¯
                                                                                                                                                      (IVR)
                   .                                                                                           (                    )          Intermediate
    72- 24                                                IT                                                                                      Recovery
                                                                                                                       .
                                                              ¯.                 ¯                                 ¯     ¯
             ¯                  ¯                 ¯                ,                                               ¯ , ¯
                                                                                                  .IT
                 .IT-                                                        ,                                                          Internal Customer
                                                          .                          ,
,                      ,                                       IT-                                                                           Internal Metric
                   .IT–                                                                  ¯
                     .IT-
                                                                                                       .
                                                  ¯¯                                      ¯ (                                       )       Internal Rate of
                                                                                            .                                                        Return
                            .
                                                                        .                                                   IRR                       (IRR)
                                              .(ROI)                                              ,                ¯
                                                               IT                                 (                                 )       Internal Service
                                                                       IT                              .                                            Provider
                                                                         .
                   .                    ,II                                          ,I


    27                                            (580447563 " )                                               ¯                                  - itSMF
                                                                            www.itSMF.co.il
                                                                      2007                    11 ,3.1.24                                           - ITIL V3


                                                                                                                                         (          )
        .IT                                                                               (                                          )   Internal Sourcing
                   .II                               ,I                                       ,
                                                                  (ISO)                                                                      International
                                                     ,                                        ISO .                                       Organization for
                                                                              .              156 -                                        Standardization
                                      www.iso.org-                                        ISO
                                                                                                                                           (ISO)
                          ISP-                 .                                                                                          Internet Service
                             .                                    ¯                       ¯                         IT                            Provider

                                                                                                                                                      (ISP)
                                 .     ¯                                                                (                            )          Invocation
    .                      IT                     IT                                              ¯                      ¯
                                               ¯ (                                                 )(                                )   Ishikawa Diagram
                                                              .                                                              ¯
                                                                          ¯                                     ,
                                                                                                                                 .
                                                     -                                           ¯                                              ISO 9000
                                                                                      . ¯        ¯
                                                                                       www.iso.org
                                                          .(ISO)
                                                           . ¯                        ¯                  -                                      ISO 9001
                                                                                  .               ,ISO 9000
.                                     ISO                                     (                                                      )     ISO/IEC 17799
                                                                                                                    .
                                     .IT                              ISO                                                                  ISO/IEC 20000
                                                                                                  .ITIL
                              ISO      (                                                            )(                               )     ISO/IEC 27001
                          .ISO/IEC 17799                                                                                     .
                                                                                                                    .
                   ,                                   ¯                      (                                                      )      IT Directorate
                                                    .IT                                                                                        IT-
                                                                              .
              ,                                                       ,               , ¯                   ,                        ¯    IT Infrastructure
                                .IT                       ¯                   ,                    ,                     ,                     IT-
                                                                          ¯       ¯                 ¯                     ¯ IT-
                                                                  .                   ¯                     ,
                  ¯ ,IT                                                                             (                                )      IT Operations
          .                                    ,                      ,                                 ,                                       IT
                                           .                                                                        IT

    28                                             (580447563 " )                                       ¯                                          - itSMF
                                                                      www.itSMF.co.il
                                                                        2007                  11 ,3.1.24                                                     - ITIL V3


                                                                                                                                            (             )
 IT                                                                                                   (                                 )          IT Operations
                                                                                                              .IT                                        Control
                                                                                              .                                                   IT
                                           IT                                                         (                                 )          IT Operations
              .IT                                   ¯            IT                                                                                 Management
                           .                                    IT                                            ¯ IT                                 IT
         .IT                                                                                                                                             IT Service
                ¯                      ¯                                      ¯                                                     IT                     IT
               ¯           ,                            ¯           ¯        ¯        IT                        .
                       .                        ¯                                                              ,                    ¯
               ¯                       ¯                                                                  (                             )            IT Service
          ¯                                     .IT                               ¯                                                                  Continuity
                                                                                                      ¯ IT-                                        Management
                                                                   ¯                                      , ¯                                        ¯
          ¯                                                     .IT                                                             ¯           IT
                                   .                        ¯                                         ¯                 ¯                                    (ITSCM)
                                                                                              ¯           (                             )              IT Service
                                                                    ¯        .                                IT                                  Continuity Plan
                   ¯   .                                    ,                                     ,                                                 ¯         ¯
 ¯                     ¯                                        ¯        IT                                                 ¯                    IT
                                                                                                                    .
     .                                                          ¯       IT                                                                            IT Service
                                           IT                                                         IT                                           Management
                               .                                ¯        ¯            ,                       ¯                                    IT
                                                                                          .                                                              (ITSM)
                                                                            IT-                                                                      IT Service
                                                    itSMF                 .IT                                                                      Management
                                                    .                                                                                                    Forum
          .IT                                                                    ITIL
                                                .                                  www.itsmf.com                                                    (ITSMF) IT-
                           IT                                                             (                                             )                IT Service
                                                                                      .                                                                    Provider
                                                                                                                                                    IT
                                       ¯                                     ¯                                                              IT Steering Group
               ¯ IT                             .               ¯¯                                                                  IT       (ISG) IT
                                                        .IT-                                                                        ¯
                                   .IT                                                                 ¯                                                         ITIL
     IT                                                                                          ¯ OGC
                       ¯                                                              ¯                ¯                                                 -        ¯
                                                                                                     .                                                         (ITIL)
                                                    .                                 www.itil.co.uk
29                                                  (580447563 " )                                        ¯                                               - itSMF
                                                                        www.itSMF.co.il
                                                                            2007                        11 ,3.1.24                                  - ITIL V3


                                                                                                                                         (            )
                                    ,                                   ,                                                                    Job Description
                                    ¯           ¯                                           .
                        ¯
                                                                                                            .
                                ¯                                                      ¯ (                                           )       Job Scheduling
    ,IT                                                                                 .IT                                          ¯
                                                                            ¯       ¯ " ¯
          .                                     ,               ,
                ,                                                                               (                                    )          Kano Model
                                                                            .
,                           ,                                       ¯                                                       IT
                                                                                                    .
.                                                     (                                                         )(                   )   Tregoe & Kepner
                    .                                     ,         ,                                                                            Analysis
                        .                                                               .                                                      -
                                                                                                .
          ,IT                   ,                                                   (                                                )   Key Performance
                                                     ,                                                                       .                   Indicator
                                                (KPI)                                                           ¯
                                        .                      ,IT                  ,                                                                  (KPI)
          .                                            ,                 ,                                                       ¯
                                                                    .(CSF)
¯                                                         ¯                                                     (                    )   Knowledge Base
                                                                                                            .
                        ¯ ,                 ,                                                                   (                    )          Knowledge
                                                                                .                                                              Management
                    .
                                                ¯             ,(DIKW)                   -               -               -
                                                                                                                            .(SKMS)
     .                                                                                                              (                )         Known Error
                                                     ¯
                                                      ¯                                     .
                                                                                                .
                .                                                       ¯                                           (                )         Known Error
                                                                                                                                                 Database
                                                                                        .
                                                                                .                                                ¯            (KEDB)




30                                                  (580447563 " )                                                      ¯                          - itSMF
                                                                            www.itSMF.co.il
                                                                                        2007                                11 ,3.1.24                                  - ITIL V3


                                                                                                                                                             (          )
                    ¯.                                                                              ¯                            (                       )         Known Error
                                                                                                                                                                       Record
                                      ¯ .                                                                           ,                            ¯,
        .
                    ,         ,               ,                                    ,IT                                                                                 Lifecycle
                                                                                                                                                     .
                                                                                                                         :                   .
        ,                 ,           ,               ,                             ¯                                                                •
                                                                                            .
,                   ,             ,           ,            :                   ¯                                                                     •
                                                                                                .                   ,
    ,           ,                 ,               ,                    :        ¯                   ¯                                                •
                                                                                                     .
                          ¯               ¯                                                                          (                                   )       Line of Service
                    ¯ ,                                                                                             .                                            (LOS)
                          .                                                             ¯                       ¯
                                                                           IT                                                (                           )                  Live
                                                                                            .
                                                                           ¯                                                 (                           )   Live Environment
                                                                   .                    IT
                                                               ¯                                                                     (                  )         Maintainability
.               ¯                                                                                                                                    ¯ IT
                                                                           ¯
                              ¯                                                                                                              .(MTRS)
            .                                                                                           ¯                                     IT
                                                                                                                                 (                       )        Major Incident
                    .                                                                                                                    .
                                          IT                                                                            (                                )             Managed
        ¯                                                                                                   .                                                          Services
                                                                                        .                                    IT
                                                  .                                                                                                                Management
    IT                                  ¯                          ¯                                ¯                                                               Information
                              "       ¯ KPI ¯                                       ¯                               ¯                            .
                                      ."                                                                 "           "
        ¯                         ¯                                    .OGC                                     ¯                                                Management of
                                  ¯                                                                                                                                       Risk
                              .                                                                                      ¯                                            ¯
                                                                           .                                    www.m-o-r.org                                           (MoR)



31                                                        (580447563 " )                                                             ¯                                 - itSMF
                                                                                        www.itSMF.co.il
                                                         2007                             11 ,3.1.24                                           - ITIL V3


                                                                                                                                    (           )
 ¯               ¯                                               ¯                        ,                                               Management
                                                                                              .                                               System
                                                                                                                                                  ¯
                                                 .                                                                                             Manual
                                                                                                                                ¯          Workaround
                                                                                                          .IT
                                                                                                                    .
                 .IT                                                                  (                                         )        Marginal Cost
                                   ,                 ¯                                                              ¯
                                                                                 .            ¯                             ¯
                                                                                     ¯(                                         )        Market Space
                 .                                       ¯                                                  IT
                                       IT-
                                                                                                  .IT
                                             ,                               (                                                  )              Maturity
                                                                 .                                ,                 ,
         ¯                ,
                                                             .
     ¯                                               ¯                                                                                   Maturity Level
                                                                         .                                      (CMMI)
     MTBF .                                                                                           (                         )        Mean Time
                                                                     IT                                                             Between Failures
IT-                                                                              .                                  ¯
                     .             ¯                                                                                                           (MTBF)
     MTBSI .                                                                                          (                         )       Mean Time
     ¯      ¯    ¯                               IT                                   ¯                                             Between Service
     MTRS + MTBF                        ¯                            ¯                                MTBSI .                             Incidents
                                                                                                                        .

                                                                                                                                              (MTBSI)
 .       ¯           IT                                                                                                                  Mean Time To
             ¯                              IT–                                                                     MTTR                        Repair
                                                             ¯                   MTTR .                     ¯
                              ¯ MTTR-                                                                               .                          (MTTR)
                                                                                                                .
                                   IT                                                                                                     Mean Time to
                              IT                         ¯                                         MTRS .                       ¯       Restore Service
                                                                 .
                                                 .                                            ,                                           (MTRS)



32                                     (580447563 " )                                                 ¯                                       - itSMF
                                                         www.itSMF.co.il
                                                                                     2007                             11 ,3.1.24                                                      - ITIL V3


                                                                                                                                                                           (            )
            ,                                                   ,                                 (                                                                   )                 Metric
                                                                                                              .                               IT
                                                                                     .(KPI)
                     ¯                                          ¯                                                     ¯           (                                   )           Middleware
                                    "                                                             ¯                                   ¯           .                                      ¯
                                                                                                                                                              .IT
                                                                                                                                  .
                                                            ¯                                                                                                                        Mission
                ,                                                                                     .                                       ¯                                    Statement
                                                                                                  .                                   ¯
                                                                            ,IT               ,                           , ¯                                                           Model
                                                                            .
        ,                , ¯                                                                                                                                      ¯                 Modelling
    ,                                   ¯                                             .                                                       ,IT
                                                                                          .
                         IT             ,                       ,                                                             (                                       )        Monitor Control
    ,                                                                                                                                             ,                                      Loop
                                            .                                         ¯
,                         IT                    ,                                                                             (                                       )            Monitoring
                     .                                  ¯                                                             ¯
                                            ¯                                                                     (                                                   )           Near-Shore
                    ¯                           IT                                                            ¯               .
                                                                                                                                      .                       ¯
                                                                                                      .                                   ,
                                                                                                      ¯ (                                                             ) Net Present Value
            .                                                           ¯                                                             NPV .                             (NPV)      ¯
                         .          ¯                                                ¯ ¯                                               NPV
                                                                    .                                     ,
                              .IT                                                                                 (                                                   )   Notional Charging
                    ¯                                   ,
                             ¯                           ¯                                                                                            .
                                                                    ¯        ,
                                                                                                                          .
                    ¯ ¯                             ,                   ,                                                                                                           Objective
                                            .                                    ¯    ¯                                                                   .
                                                                .
                                                                                                                                      .
                                        .(COTS)                                                                                                                                  Off the Shelf



    33                                                          (580447563 " )                                                    ¯                                                  - itSMF
                                                                                     www.itSMF.co.il
                                                                                  2007                    11 ,3.1.24                                     - ITIL V3


                                                                                                                                                (          )
            .(                                                         ¯ ) ITIL                                                     OGC                 Office of
                                           ¯               ¯                                                                        OGC              Government
                         ¯            ¯                                                                   ¯       ¯                                   Commerce
                     ¯                                     ¯                                      .
                                                                                                              .                                     (OGC)
                                                   ¯                               ITIL-                                        OPSI   Office of Public
                                                                                  . ¯                                            ¯   Sector Information
                                                                   ,
                                           ¯                               ,                  ¯
                                       ,                                                  ¯                                     ,                   (OPSI)
                                 .                                                ¯                                                     ¯
                                                                                                      (                                     )          Off-shore
                 ¯           .                                                                        ,
                                                       .                   ¯          ¯                       IT
                                                                                              .                           ,
                                                                                                      (                                     )          On-shore
                                                                                                                  .
                                                                                      .                       ,
                                                                                                      ¯.                        ¯                        Operate
                     .                                                                                 .
                                                                                                                          ¯ ,
                                       .               ¯                                                              ¯
                                           ¯           ,IT                                                        (                         )          Operation
                                                                                                                                    .
        ,        ¯                             ¯                       ,                                                        .
                                                                                          .
                     (                             ,                       )                      ¯                   3                              Operational
                                                   ¯                                                  ¯
                                     .IT                                   ¯                                      ¯
                                                           .
.                                              ¯                   .IT                                                                          Operational Cost
    .                    ¯                                     ,                              ,               ¯
                                                                                                          .
                                                                                  .                                                                  Operational
                                                                                                                                                     Expenditure

                                                                                                                                                         (OPEX)




    34                                                         (580447563 " )                                         ¯                                 - itSMF
                                                                                  www.itSMF.co.il
                                                                 2007                     11 ,3.1.24                                       - ITIL V3


                                                                                                                                   (          )
     IT                                ¯            (                                             )(                          )   Operational Level
-                              ¯       ¯             OLA .                                                                              Agreement
                                                      OLA .                           IT                                     IT   (OLA)
               .
                                                                                          OLA
                                                ¯                         IT                                             •
                                                                                              .
                                                    ¯                                             ¯                      •
                                                                          . ¯
                                                                                      .                      ¯
          IT                                                                                      (                           )   Operations Bridge
                                                                                                       .IT
                                                            .IT                                                                         Operations
                                                                                                                                           Control

                                                                .IT                                                                    Operations
                                                                                                                                      Management

                                                                                      (                                      )     Opportunity Cost
                       ¯                                                          .                                          ¯
                   .
                                   ¯                        ¯                                     ¯
                       .                    ¯
                                   ,                                                          ¯
                                            .           ¯ "                                                          ¯
                                                              ¯ ,                                            ¯ ,                          Optimise
                           .                        ,                         ,

                                                        .                                                            ,                 Organisation
               .itSMF                                                                                        ¯
                  ,   ¯                     ¯                                                                            ,
                                           .                                  ,                                  .
.         IT                           ,                                  ;                                                               Outcome
      .                                     ¯
                                                                                                             .
    .IT                                                                               (                                       )        Outsourcing
                                            .III                                          ,
                                                                      .                                                                  Overhead




    35                                     (580447563 " )                                             ¯                                   - itSMF
                                                                 www.itSMF.co.il
                                                                                   2007                  11 ,3.1.24                                                 - ITIL V3


                                                                                                                                                       (              )
                                                                                                         ¯ (                                       )             Pain Value
    ¯                                                                                       .                                                                      Analysis
                ,                                          ,                                                                                                 ¯
                            .(                             )                            ,                                 ¯
                              .                                                                          ¯ (                                       )       Pareto Principle
                            20%                                                                 ¯                     80% ¯
                               ,                                                                                          .
                                                      .
                                                                                                                                           ¯                     Partnership
                        ¯        IT                                .
        .IT
                                                                                                                  .
                                      ,IT                      ,                                                  (                                )                Passive
                                                                   .                                                                                              Monitoring
                                                                                            .
                                                                                                     (                                             )         Pattern of
                IT                                                                                                                         .           Business Activity
                                      .                                                                                               ¯
                                                                                                .                                                                     (PBA)
.                                                                              ¯                     (                                             )             Percentage
            ,                                                      1800                            CPU                                                            utilisation
                                                                                                .50%
                    ,        ,            , ¯                                                                                                                 Performance
                                                                                                                          .IT
                                                                                                     (                                             )          Performance
        ¯                    ,                ¯             ¯ ,                                                       ,                                           Anatomy
                                                                       .                                                          ,            ¯
                                                                                            (                                                      )         Performance
    ¯                                     ,                                ,                 ¯            .                                                  Management
                                                  .                                                                                            ¯
                                              ,IT                                                             (                                    )                    Pilot
                                              ¯                                ¯                                          .
                                                                                                              .
                                                                                                    . ¯                       ,
                                                                                                                                                                        Plan
ISO/IEC .                                                      IT                                         ¯               ,                 .                            ¯
       .IT                                                                         ¯                      ¯                               20000




36                                                        (580447563 " )                                              ¯                                            - itSMF
                                                                                   www.itSMF.co.il
                                                                               2007                        11 ,3.1.24                                            - ITIL V3


                                                                                                                                                    (          )
         , ¯                                                   4                               (                                                )    Plan-Do-Check-
                       ¯               -           -           - ¯ .                                                                                              Act
                                                                                                                        .                              -   - ¯
                               .IT                                 ¯                   ¯                   ¯                       : ¯              (PDCA)      -
                                            . ¯                                                    ¯                               :
                                               ,IT-                                        ¯                                      :
                                                                                                                                 .
                                               . ¯                                                                              ¯ :
                           .                      IT                                           ¯                 (                              )                Planned
                           .                                       ,                                            ¯                       ¯                       Downtime
                                                                           .                                ,                                            ¯
         ¯                         ,                                       ¯                                                                                     Planning
                                                                                                                                .                                      ¯
                                                                                                                                                                 PMBOK
.                                                                                                  PMBOK .
                                                    .                                              www.pmi.org
                                           .(PRINCE2)
         ¯                                                 .                           ¯                                                                             Policy
,            , ¯                                       ¯                                                        ,
                                                               .           IT                          ,                    ,
                                                                       ¯           ,                                (                           )       Portable Facility
                                           ¯                       ¯           "
                                                                                                                                            .IT
                                                               .                           ,
                                                       .                                                                                                         Post
                               ¯ .                         ¯           ¯                                                                                Implementation
                                                                                                                                .                             Review

                                                                                                                                                                      (PIR)
                   .                           ¯                                                                    ,                                            Practice
                               ,                           , ¯                 ,                           ¯                ¯
                                                                                                                                    .
                                                                                                            .
     ,                                                     ,                                                                                            Prerequisite for
                           PFS .               ¯                                                                                            ¯                 Success
                             .                                                         ¯
                                                                                                                                                             (PFS)
                                                                                                       (                                        )                    Pricing
                                                                                                                                    .



    37                                             (580447563 " )                                                   ¯                                            - itSMF
                                                                               www.itSMF.co.il
                                                                   2007             11 ,3.1.24                                               - ITIL V3


                                                                                                                                  (           )
                                           (PRINCE2)                                                                                       PRINCE2
                             .
                         .                                 www.org.vog.uk/prince2
                                                                        .PMBOK                                                            (PRINCE2)
                                                               (                        )(                                    )               Priority
                                                       .              ,         ,
                                                                                    ,
                                       ¯                   ¯                ¯                             .
                                                               .          12                                      ,
                                                                                             (                                )             Proactive
                                                                      .                                                       ¯            Monitoring
                                                                                        .
                                       .                                                     (                                ) Proactive Problem
                 .                                                   ¯                                                              Management
                                                                                             ¯
                                                                     IT                                   ¯
                                                                                                     .
                                 .                                                           (                                )              Problem

                                                                                             .
             ¯                                                                               (                                )            Problem
                                                                                                              .                         Management
 .
                     ¯.                            ¯                  ¯                      (                                )   Problem Record
                                       .
         ,                                     ¯                                                         ¯                                 Procedure
                                                                      . ¯                                 ¯
                                                                                .
             .                             ¯                                                                              ¯                  Process
     ¯               .
                             ,       ¯ ,                                  ,                                           ¯
         ¯               .                                                                           ¯
                                               ,                          ,             ,
                                                                                                 .
                                                           ,                                     ¯                                    Process Control
                                                       .                                                      ,




38                                     (580447563 " )                                            ¯                                          - itSMF
                                                                   www.itSMF.co.il
                                                                      2007                          11 ,3.1.24                                          - ITIL V3


                                                                                                                                             (         )
                                              .                                                                                              Process Manager
                 ,                                                ¯                             ¯                                        ¯
             ,                                                              ¯ ¯                  .
             ¯       ¯ IT                     ¯
                                               ¯                                                                             .
                                      ¯                                                 ,
                                                                                                     .

                             .                                                      ¯                                                          Process Owner
                                                          ,             ,                                                ¯
                                                                       ¯                        .
                             ¯                                              ,
                                                                                                     .
                                                                           .                                                                      Production
                                                                                                                                                 Environment

                                                                                                (                                        )       Profit Centre
,                                                                                   ¯                         ¯ .                                         ¯
     ¯           ¯               IT                           .                                               ,
                                                                                            .                ¯ ¯
                                                                      ¯                                                      ,                      pro-forma
                                                              .        ¯                             ¯                           ¯
                                                      ¯                                                                                           Programme
                                 .                                                                                       ¯
                                          ¯                                     ¯                                    ,                                  Project
                                      ¯                                                                         ¯ .
                                                          .                          ,                       , ¯ ,
    PRINCES )                                                                       ¯
                                                                                                                                     .(2
                                                                                                         (                             )     Projected Service
                                                              ¯                                                          ,       ¯                     Outage
                                                                                                                         .       ¯
                                                                                                                                                (PSO)      ¯
         ,                    IT                  ¯                                                      (                               )        Qualification
                             .IT                                                        ¯                                ¯                                   ¯
                                                                                                                 .
     ¯ ,                 .                                                      ,                    ,                               ¯                  Quality
                                                   ¯                                ¯                                    ¯                                 ¯
                     ¯                .
                 .                                                                                                                       ¯
                                                                        . ¯                                          ¯

    39                                    (580447563 " )                                                     ¯                                       - itSMF
                                                                      www.itSMF.co.il
                                                                                     2007                      11 ,3.1.24                                          - ITIL V3


                                                                                                                                                           (          )
         ,                            ¯                                                                                (                                ) Quality Assurance
                                                           .                    ¯                                                                         (QA) ¯
         ¯ ¯                                                   ¯                             ¯ (                                                        )         Quality
                      ¯                                ¯                                                                                                      Management
                                                                            .                                                                                     System
                                                                                                                   .ISO 9000                                ¯        ¯
                                                                                                                                                                   (QMS)
                                                                                                     (                                                  )        Quick Win
                                      .                                         ¯
                                                                                                               .
                                                                    (                                                  )(                               )           RACI
    ,                                                                           RACI .                                                                           RACI
                                                                                 .     ,                               ,
                                                                                                                        .
                              .                                     ¯                                                      (                            )         Reactive
                                           ,                                                                               ¯                                     Monitoring
                                                                                                           .
                                                                                                     .
                                           ¯               .                                                                   (                        )        Reciprocal
                              ,                    .                                                                                                           Arrangement
                                                                                                         . ¯
                  .                                                                                                                    ¯                            Record
                                                                ¯                                                                              ¯
                  .                   ¯                ,                                     ,                                                  .
        IT                                                                          (                                  )(                               )         Recovery
                                  ¯       ¯                        IT                                                    .
                                                   ¯ ¯                                                         .
             .(                                    )                                                                   IT
                                  .                                                                                            (                        )   Recovery Option
,                         ,                            ,                            : ¯                                                    ¯
                  ,                                                     ,                                              ,
                                                                                         ¯                                                      .
                                               .
                                                   ¯                                                                       (                            )    Recovery Point
                  ¯                                                                              .                                                                Objective
                      ¯                                                                               ,                            .       ¯
                              ¯                                                          ¯           ¯,                                             "                (RPO)
                              ¯           IT                            ¯                                          .                   24
                          ¯                            ,                             ¯               ,
                              .IT                                                   ¯                      ¯

    40                                                         (580447563 " )                                                  ¯                                   - itSMF
                                                                                     www.itSMF.co.il
                                                              2007                         11 ,3.1.24                                                - ITIL V3


                                                                                                                                         (           )
IT                                                                                              (                                    )       Recovery Time
     ¯                            ¯                                                              .                                               Objective
                                                      .
                                  .               ¯           IT                       ¯                                                               (RTO)
                                                                   .
                                                              .                                                                                 Redundancy
                                                                  ¯
                                                                                                                         .
                                  .                                                                                                             Relationship
         .                        IT

                                                          ¯                                          .
                                                                           IT                            ,
                                                                                   .                                         ¯
                                                  ¯ 20000 ISO/IEC ¯                                                                             Relationship
                                                                  .                                                                              Processes

         ¯               ¯        ,      , ¯       ,                                        (                                        )              Release
.IT                                                                                    ¯
                              .           ¯                            ,                                 ¯               ¯
                                                                                            (                                        )         Release and
                                                                                                                 .                              Deployment
                                                                                                                                               Management


.                ¯                                                                          (                                        )              Release
                                                                               ¯                        ¯                                       Identification
                                  .SR2 2003                                                                  .
                                        , ¯                                                 (                                        )            Release
                         .                                                                                                                     Management
¯
                                              .                                                      ¯                       ¯
                                                          .
                                       ISO/IEC 20000 "                                                                                   Release Process
             ¯                          .                                                           ¯                ¯
                                                                           .                                             ¯
                     .
                             (CMDB)                                                         (                                        )       Release Record
                               ¯                                                                .                                ¯
                                                                                   .

 41                                       (580447563 " )                                             ¯                                              - itSMF
                                                              www.itSMF.co.il
                                                                     2007               11 ,3.1.24                                   - ITIL V3


                                                                                                                             (         )
                                 ¯                         IT                           ¯ (                              )       Release Unit
                                      ¯            ¯                      ¯                                         .
     ,                   ¯ ,                                               ¯                                    .
                                                                         .                  ,                        ¯
         .                        ¯               IT                               ¯,                               ¯
                                                                           .                                                 Release Window

                                                           (                                )(                           )          Reliability
.                            ¯                                                     ¯ IT
                                             .MTBSI                MTBF                                         ¯
             ¯                       ¯             ,
                                                                               .
                                                                                                        .
                                         ¯                                                  (                            )       Remediation
                                                                                                                .
                     .       ¯                                                                  (                        )             Repair

                     ¯ RFC .                                                                (                            )       Request for
                 .                                                                                                                  Change
         .                                                                                                          RFC      (RFC)
                 ¯                                                                              (                        )          Request
                                                                                                            .                      Fulfilment

                                              .                                                     (                    )       Requirement
         .                                                               ,                                      ,
                                                                     .(SOR)
             ¯                   IT                                                     ¯           (                    )         Resilience
                         ¯                   .         ¯                                                                                    ¯
                                                       .                           ¯
                                                                                    .
                                                                                                (                        )         Resolution
                                                                     .
             ¯                                                            ¯         ISO/IEC 20000-
                                                               .                                 ¯
.                                                              ¯ 20000 ISO/IEC ¯                                                   Resolution
                                                                                                                                   Processes




    42                                             (580447563 " )                                   ¯                               - itSMF
                                                                     www.itSMF.co.il
                                                                              2007                 11 ,3.1.24                                                  - ITIL V3


                                                                                                                                                   (           )
     ¯  ¯,                        ,IT                                ¯            ¯           (                                                )            Resource
     ¯¯                                        .IT                                                                 ¯
                                                                                                                 .
                                                                                          .                    ¯ ,                 ¯
                                      .                                                                                                                Response Time
                     ¯                                  ,IT                                                                    ¯
                                                   .
                                                                ¯.                                                                                 Responsiveness
                                                                          IT                                                                                    ¯
                                                                                                                                           .
                                                                                                                       .                                Restoration of
                                                                                                                                                              Service

                             IT                                                                                (                               )               Restore
                                  .
                                                                                                       .
                                              IT                                                           (                                   )                 Retire
                                                                          ¯                        .                                                       ¯
                                                                                                                       .
                                               (                                              )(                                               )            Return on
                                                                                                   .                                                       Investment
                                                      .                           ¯
                                                   .(VOI)                                      ,                       ¯                                          (ROI)
                 IT                                             ¯                 ¯                                (                           )   Return to Normal
                         ¯                                                    ,                .
                                                            ¯                                 ¯                                        ,
         .IT                                            ¯                 ¯
                                          .            ¯                  ,               ,                ,                                                    Review
                             ,
,                ¯                                                  ¯ ¯                                                            .
                                                                                      .
                                                                    .(PIR)
         .                                                                                         ¯ (                                         )                 Rights
                             .                                                                                             ¯
                     ¯                                                                                                                                             Risk
                                                                                                  ¯                .                                                ¯
             .                                                                                                                     ¯




    43                                                 (580447563 " )                                              ¯                                           - itSMF
                                                                              www.itSMF.co.il
                                                                        2007                  11 ,3.1.24                           - ITIL V3


                                                                                                                           (         )
                ¯                             .         ¯                                                                  Risk Assessment
    ¯       ¯                                  ¯                ,                   ¯                          ,                  ¯    ¯
                            )           ¯                   ¯               ¯           ¯          .
                                                                        .           ¯          (
                                .       ¯                           ¯           ,                                          Risk Management
                                                                                         .     ¯           ¯                        ¯
    .                                               ¯                                   ,                          ¯                  Role
                                    ¯                           .
                            ¯                                                                                  ,
                                                                            .
                                               .                                               (                       )            Rollout
    .                   ¯                                                       ¯
.                                                                                                  (                   )        Root Cause

                                                                                                   (                   )        Root Cause
                                    ¯           "           ¯                                                  .                   Analysis
                                                                                                                   .IT
                                                                    .(SFA)                             ¯                             (RCA)
                                                                        .                                                    Running Costs

                            .       ¯                                   ,               ,IT                        ¯             Scalability
                .                                                       -                     ¯ ¯
.           , ¯                 ,       ,                                                                                            Scope
           IT -                         ¯               ¯               ¯
        ISO/IEC                     ¯                               ,
            ¯                                IT–                                ¯              ¯           ¯ 20000
                                                                                                             .
                ¯                              ¯                                                   (                   )        Second-line
                    ¯               ¯.                                                                                             Support
        .                                                                                                              ¯              ¯
                                                                                .                                                  Security

                                                        .                                                                          Security
                                                                                                                               Management

                                                    .                                                                        Security Policy




44                                          (580447563 " )                                             ¯                          - itSMF
                                                                        www.itSMF.co.il
                                                                           2007             11 ,3.1.24                                       - ITIL V3


                                                                                                                                    (          )
                              IT                                                        (                                      )        Separation of
                                                  .                                                                                        Concerns
                                           .(                              )                      (                            )
                                                                                                                                               (SoC)
              ¯                                                                                  (                             )              Server
                                                                           .
                                                                       "                                                                     Service
                          .        ¯
 IT                       ¯                                                             ¯ (                                    )            Service
      ¯           ¯                                                                                                                      Acceptance
          .                                        IT-                                               ¯           IT                          Criteria
                                                                                                             .
                                                                                                                                               (SAC)
                                                                                   ¯ (                                         )   Service Analytics
                                                                                    .
                      .                                       IT
                                                          .                                                               ¯ ¯          Service Asset
                                                                                                                 . ¯                               ¯
                                                                                             (                                 )   Service Asset and
                                                                                                                      .    ¯           Configuration
                                                                                                                                        Management
                                                                                                                                              ¯
                                                                                                                                    (SACM)
                                                      (                                       )(                               )    Service Capacity
              ¯                                               .IT                                                                      Management
                                       ,              ,                                                                    IT
                                                                               .                         ¯                                    (SCM)
                              ,(BCM)
                                                                                             .(CCM)                        ¯
      ¯                                ¯                                                             (                         ) Service Catalogue
                                   .                          ¯                    ¯,                    IT -

                  ¯                                   .IT                                                ¯            ¯
                      .                           ¯                ,                 ,                       ,
                                                                                              .
                          .IT                                                  ¯                                                   Service Continuity
                                                                                                                                        Management
                                                                                                                                           ¯



45                                              (580447563 " )                                       ¯                                      - itSMF
                                                                           www.itSMF.co.il
                                                                     2007                         11 ,3.1.24                                       - ITIL V3


                                                                                                                                          (         )
.                    IT                                                                       (                                      )    Service Contract
    ,IT                                      ¯                   ¯
                                         .              ¯
                                                                                                        .
                                                             ¯                            .                         ¯                      Service Culture
                         .
     ¯                           .IT                                                                        (                        )     Service Design
                     ¯                                  ,                                          ¯
                                                                                                            .ITIL
                                                                                                              .
                                 ¯                                   ¯                                      (                        )     Service Design
                 .                                                    ¯                                                 IT                       Package
                                                  ,          IT                       ¯
                                                                                                  .IT                                               (SDP)
                                                                                                        (                            )       Service Desk
                                     ¯                                                            ¯             .                                     ¯
                                                  .
                                                                                                      (                              )      Service Failure
                                                                              ¯                    .IT                                            Analysis
           .IT                                        IT                                              ¯                     ¯                       ¯
                                                                                                                                    ¯                (SFA)
                                 .
                                                                              .
                     ¯                                (                                                )(          )                        Service Hours
                         ,                             ",                 .                                       IT
           ¯                                            ."                                              8:00 – 17:00
                                                                                  .                     ¯
                                                                          ¯       (                                                  )             Service
                                                                                                                    .IT                  Improvement Plan
                                                                                                                                                       ¯
                                                                                                                                              (SIP)
                                                                      ¯                       ¯ (                                    )            Service
¯               ¯ (SKMS)                                                                      ¯     .                                          Knowledge
          SKMS .                                                                                ¯ ¯ ,                                        Management
                       ¯                                                  , ¯                   ,                       ,       ¯                 System
            .IT                                                                                                                     IT              ¯
                                                                                                                                            (SKMS)
                                     .                                                                                                       Service Level
                             .


46                                               (580447563 " )                                             ¯                                     - itSMF
                                                                     www.itSMF.co.il
                                                                  2007                    11 ,3.1.24                                    - ITIL V3


                                                                                                                               (          )
     IT                                 ¯         (                                               )(                       )      Service Level
                            ,IT-                                                              ¯            .                         Agreement
     .                 IT                                                                                                      (SLA)        ¯
         .                         IT                               ¯    ¯                                             ¯
                                                                     .(OLA)
                                                  (                                               )(                       )       Service Level
                                         ¯                                   ¯                                                     Management
    ,IT                                 ¯                 ¯ ¯                                          SLM .                                 ¯
       SLM .                                                            , ¯                                                               (SLM)
           .
                                                                                      (                                    )       Service Level
                                                                                          ¯.                                           Package
                                                      .                                                                ¯
                                                                                                  .                                       (SLP)
                                                  (                                               )(                       )       Service Level
                                                                                  .IT                                              Requirement
                                    .
                                                                                                                                          (SLR)
         ¯                                        (                                               )(                       )       Service Level
                                                                                                               .                          Target
             .                          IT-                                                                ¯
                                   ¯                  SMART                          ¯
                                                                                  .(KPI)
                                                                                                  (                        )            Service
                                                                    .         ¯                                                    Maintenance
                                                                                                                                      Objective

                                                                                                                                         (SMO)
         ¯                                                    ¯                   ¯                                                    Service
                                              .                                                                                    Management

                                                                         IT                                                            Service
                                                      ¯                  ¯                ,                                        Management
     ,                                                        .IT                                                                     Lifecycle
             .IT                                                                                      ,            ,
    IT                                                                                                                         Service Manager
                                             ¯                                                         .
,                                                         ¯                               .IT-
         ¯         ¯                              ¯                      ,                            ,
                                                                                                      .IT-

    47                                       (580447563 " )                                           ¯                                - itSMF
                                                                  www.itSMF.co.il
                                                                     2007                      11 ,3.1.24                                    - ITIL V3


                                                                                                                                   (         )
                                  .IT                                                               (                        )    Service Operation
                                                ¯                                              ¯                             ¯
                                                                                                                         .ITIL
                                                                                                         .
.            IT                                                                (                                             )       Service Owner

                                      IT                                               (                                     )     Service Package
                                                             ¯                                      .
                                          . ¯
                          ¯                                                            (                                     )     Service Pipeline
                  ,               ¯                                           ¯                    IT-                       ¯
                                                                                   .
                                                                                       IT
                                      .
                                                                                       (                                     )     Service Portfolio
,                     ¯                                                                                          .
             ,(                                 ¯     )                                :                                    ¯
                        . ¯                                          ,(                                      )
                              .                      ,(SPM)
             .                                                                         (                                     )     Service Portfolio
                          ¯                                                                                                           Management
                                                                                           .
                                                                                                                                               (SPM)
                                  ¯                              ¯                     (                                     )     Service Potential
                                                                                                   .IT
                                                                                       (                                     )     Service Provider
                              ¯                                           .
                                                                                                             .IT
                                          ,II                             ,I
                                                                                                                           .III
         ,                        IT                                                   (                                      )    Service Provider
                                                      .      ¯                                                       ,                    Interface
                  .IT
                                                                                                                                     (SPI)
             IT                                                                        (                                     )             Service
             ¯                                                                                                                         Provisioning
                                                                 . ¯                                                                   Optimization

                                                                                                                                       (SPO)



    48                                              (580447563 " )                                      ¯                                    - itSMF
                                                                     www.itSMF.co.il
                                                                     2007                  11 ,3.1.24                                    - ITIL V3


                                                                                                                                (         )
                                                                                 (                                         )   Service Reporting
                                                        .
          .                                                        ¯         ,                                         ¯
                ,          ,                                                                       (                       )    Service Request
                    ,                                          .IT
                                                          .                                                    IT
                                               .                                                                 ¯
                                                                                           .
                                                                                       (                                   )   Service Sourcing
          .
:     ¯                        .                                                       ¯
                                                                                     –                                 •
                                   .II                                               I
                                                                                 –                                     •
                                                                                           .III
                               ,                                   –                                                   •
                                             .III
           .ITIL                                                                     ¯(                                    )    Service Strategy
          IT                                  ¯
                                                                                           .IT
                           .IT                                                                 (                           )   Service Transition
                                                    ¯                ¯                                                     ¯
                                                                                                               .ITIL
                                                                                                           .
                               IT                                                      (                                   )       Service Utility
                                                              IT                                                   .
      )                                  (                                                     )
                                                              .(                                                           ¯
                                                                                                       .
                ¯                                                                              (                           )   Service Validation
          IT–                  ¯                                                                .              IT                    and Testing
                                .                             ¯
    ,IT                                        ¯                                       (                                   )   Service Valuation
                                                    .IT                                                        ¯
                    .IT-                            ¯                    ¯




49                                             (580447563 " )                                          ¯                                - itSMF
                                                                     www.itSMF.co.il
                                                                            2007                     11 ,3.1.24                                 - ITIL V3


                                                                                                                                       (         )
                                                    IT-                     ¯                    (                                 )   Service Warranty
    ¯                   ¯                 ¯                                                  ¯                     .       ¯
            .                                                                                    ¯         ,
        )                                                                                        IT
                                            ¯       )                                    (
                                                                                                          .(
                                                                                                               .

                                                        ¯   (                                             )(                       )       Serviceability
                                                    ¯               .
                .                                               ,                            ,                             ¯
                                                                                                        (                          )                Shift
                                                                                                      .
                            24                                  IT                      ¯             IT
                                                                                                                       .
                                                        ¯ (                                               )(                       )          Simulation
                                              .IT                                                                                              modelling
                                                                                                                                   ¯
                                                                        ¯                                                      .
            .               ¯                                                   -                     ,
                                      ¯
            .                                                                                         .
                                                                                                          (                        )      Single Point of
    IT                                                                              ,                 .                                          Contact
                                                                        .                    ¯            ¯
                                                                                                                                                (SPOC)
                    ¯                                                                                     ¯(                       )      Single Point of
                                            ¯ SPOF .                                                                                              Failure
                                      .IT                        ¯          ¯       ¯,                                                 (SPOF) ¯
                                                                                                                   .       ¯
-                               " )                     ¯                                (                                  )              SLAM Chart
                                                                                                 ¯                     (SLAM               SLAM
                            ¯                                                                SLAM                       .
                                      ¯         ,                                              ,
                                                                                .                                      12
  Specific, )          (                 )(          )                                                                                          SMART
          (Relevant and Timely ,Measurable, Achievable
         ¯               ¯          ¯              ¯
.                    ,            ,            ,




50                                                      (580447563 " )                                         ¯                               - itSMF
                                                                            www.itSMF.co.il
                                                                            2007                11 ,3.1.24                                               - ITIL V3


                                                                                                                                                (         )
¯                           ¯                   ¯                                   ¯                   (                                   )          Snapshot
                                            .                                                       ¯                               .                    -
                                                                                                                .
                                                                                                .                                                        Source

                                                                ¯                       .                                                           Specification
             ¯                                                   .                                                  ¯ ,                 ¯
                                                                                            .
                                                                                                        .
         .           ¯ IT                           ,                 ,                                                                     ¯        Stakeholder
                                                        ,            ,
                 ,              ,                       ,                   ¯               ¯                       .
                                                                                                .                               ,
                                                                                                    .RACI
     (                              ) ISO/IEC 20000                                     ¯                       .                                      Standard

                                                                                                                        .
                 .BSI           ISO             ¯
                                                                                                    .
                 ,                                              ¯                                       (                                   )   Standard Change
                            .                                                                           ¯                       , ¯
                                    .

                                                                    .                               ¯
                                                                                                .
                      .IT                                                                                   (                               )          Standard
                                                                                                                                                      Operating
                                                                                                                                                     Procedures

                                                                                                                                                          (SOP)
                                                                                                                (                           )           Standby
                                    ¯                       ¯                                           ,           IT                                   ¯
             ¯          ¯               ¯                           ¯                                   ¯                               .IT
                                                                                .                                           ,
    ,                   ¯                                               ¯               ¯                       (                           )        Statement of
                                                                .                                                   IT                              requirements
                                                                                .(TOR) ¯
                                                                                                                                                          (SOR)



51                                                      (580447563 " )                                          ¯                                       - itSMF
                                                                            www.itSMF.co.il
                                                                         2007                 11 ,3.1.24                                         - ITIL V3


                                                                                                                                       (          )
                                         .                                                                                                        Status
          ¯                 ,                    ,                                                                        ¯
                                                                                                            .
                                                                                               (                                  )   Status Accounting
                                                                           .                                ¯
                                                                                                   (                              )             Storage
                                                                                 .                                            ¯             Management

                  ¯                                                                       (                                       )             Strategic
                                ¯                                           .(                              ,                     )
              .             ¯                                              ¯                                    ¯
                                    ¯                                            ¯        (                                       )             Strategy
                                                                                                                 .
                                                                                                   (                              )          Super User
                      .IT-                                                                                                ¯
                        .           ¯                                            ¯                                    ¯
                                                                 (                       )(                                       )             Supplier
                      .IT
                                         ,                           ¯                                          ¯
                                                         .
                                                 .                                   ,(UC)
                                                                                                       (                          )         Supplier and
                                     ¯ SCD .                                                                    ¯                              Contract
                                ¯                                                ,                                            ¯               Database
                                                                                                                     .
                                                                                                                                            (SCD)
                                                 ¯ ¯                                                   (                          )            Supplier
 .                                                           ¯                       ¯                  ¯                 ¯                 Management

                                                                                          (                                       )         Supply Chain
     ¯,                                      ¯                                                                   .
                                                     .
                                                                                                .
 ¯                          .        ¯                                                             (                              )        Support Group
                  ¯                 ¯                                       ¯             ¯                                                   ¯
                                                                                                                .IT
                                                                                               . ¯




52                                               (580447563 " )                                        ¯                                        - itSMF
                                                                         www.itSMF.co.il
                                                                               2007                     11 ,3.1.24                                      - ITIL V3


                                                                                                                                              (            )
                 ¯                                                             (                            )(                            )        Support Hours
                 .                     ¯                                                                          .                                    ¯
                           ¯ ,                         ¯                                                         ¯                ¯
      24                     ¯                                         ,                    .
     – 19:00                                                   ¯
                                                                                                                                  .7:00
             .                                                                                      (                                 )               Supporting
                                                                               .                                                                         Service
                                                                                                .                                                     ¯
                                                                                       ¯ (                                                )       SWOT Analysis
                                                                                                                                                    SWOT
       ,       ,                      SWOT .
    Strengths, Weaknesses, Opportunities, )
                                                                                                                          .(Threats
     ¯                             ¯                                                                                                                     System
                                                                                                        :                 ,                                ¯
                       .                       ¯       ,                                ¯                        ¯                    •
             ¯               ¯                                                          ¯                        ¯                    •
                           . ¯                             ¯                                    ,
                     ¯ ,                   ¯                                                                     ¯                    •
.                                              ¯                                   ¯                                  ¯
                           IT                                          ¯                 IT                                                             System
                                                                                                                              . ¯                   Management
                                                                                                                                                      ¯
         ,                 )                       ¯                                                                                                     Tactical
                                       ¯                       ¯                                            .(                    ,
                                               ¯                   ,
                                                                                                                      .
                       .                                                                    (                                             )                  Tag
                                                                                       EC1, EC2, EC3
                                                                                   .
                                                                       .
                           ¯                                                                                (                             )           Technical
                                ¯                  .IT                                          IT                                    ¯             Management
                 ¯             , ¯                                 ¯ ¯                                                                                  ¯
                                                                                                                              .
                 ,                                                                     ¯ (                                                )          Technical
                                                           ¯               ¯                        .                                              Observation
                               .                                                         IT                                                   (TO)    ¯
                                                                           .                                                                  Technical Service
                                                                                                                                                       ¯

53                                             (580447563 " )                                                    ¯                                      - itSMF
                                                                               www.itSMF.co.il
                                                                                2007                   11 ,3.1.24                                          - ITIL V3


                                                                                                                                                  (          )
                                                                                         . ¯                                                     Technical Support
                                                                                                                                                          ¯ ¯
                  ¯                                                                  ¯ (                                                     )     Tension Metrics
                      .
                                            .                                                                              ¯
          ,                                       ,                ,                                               (                         )            Terms of
                                                      .                                                                                                 Reference
                                                                                                                                                        ¯
                                                                                                                                                            (TOR)
                      ,IT                   ,                               ¯                              (                               )                  Test
                                                      .            ¯                                                                     '¯
                                                                            .        ,
 ,                    ,                                                                                    (                                 )   Test Environment
                                                                                         .             ¯                   ,IT
                                                          ¯                                                                          ,                 Third Party
                  .IT                                                                                                                    ,IT
                            .                                                                                          , ¯
                      .
                  ¯                                            ¯                                               (                             )   Third-line Support
                                    ¯                 ¯.                                                                                                '      ¯
                                        .
                  ¯                                                             ¯.                                                           ¯              Threat
                                                                                                           .               ¯
                                                       ¯                                       .
                                                , IT                                           ¯                                 ¯
                                                           .                                           ¯
              .                                                                                                                          ¯              Threshold
     ,"                   4                                                 1                                               "
     ¯                              10-                    "           "                                                   5-                "
                                                                                                                             ."
                                                                                         ¯                         (                         )         Throughput
     200 ,                                                                 5,000             .
                                                                                              .
                                                                                                   (                                         )        Total Cost of
                                                                   ¯                           ¯               TCO .                                    Ownership
                                .       ¯                                                                                        ,                           ¯
                                                                   .(TCU)                                              ¯                             (TCO)




54                                                            (580447563 " )                                       ¯                                      - itSMF
                                                                                www.itSMF.co.il
                                                                 2007                         11 ,3.1.24                                   - ITIL V3


                                                                                                                               (              )
                                                                                          (                               )           Total Cost of
                                      ¯                               ¯                   TCU .                                          Utilization
                                                     .IT-                                                                                     ¯
                                                   .(TCO)                                                 ¯                          (TCU)
                                                                                  (                                       )           Total Quality
                   TQM . ¯                                  ¯                                                                         Management
                                                                                      ¯                                                ¯ ¯
                                                                                                              .                             (TQM)
              ¯                                   .IT                                                                                  Transaction
                       ¯          ¯                                           .
                                          ¯            ¯,                                                 ,
                                                            .                         ¯
          IT                                                          ,                           (                       )              Transition
          .
                            ¯                 ¯                                                   (                       )              Transition
                           ¯          .                                                   ¯                                           Planning and
         ,                                    ¯             ,                                                                              Support
          .                     , ¯            ,                                              ,                                          ¯    ¯
                                                                                  (                                       )         Trend Analysis
                  ¯                                                                                            .
                           ¯¯                               ,                                                 ,       ¯
                                                   ¯¯                         .
                                                                .IT                                               ¯
                                                                          ¯                                                                 Tuning
                                ¯ ,                                                                   ¯.                                         ¯
                                                        .
.                                                                                         (                            )             Type I Service
                       .                           I                                                  ¯               ¯                    Provider
                                                                                                                               I
              IT                                                                          (                               )         Type II Service
                                                                                  .                                                        Provider
                                                                                                                              II
                           IT                                                             (                               )         Type III Service
                                                                                                              .                             Provider
                                                                                                                              III
                   .                               IT                                                 (                   )          Underpinning
     .            IT                                        ¯                                                                            Contract
                                                                                                                                    (UC)
                                               .                ¯                         ¯


55                                        (580447563 " )                                              ¯                                   - itSMF
                                                                 www.itSMF.co.il
                                                                  2007                      11 ,3.1.24                                                      - ITIL V3


                                                                                                                                                   (          )
                  ¯                    IT                                              (                                                       )           Unit Cost
                                                                                                                       .IT
                                                                                               .
                                                              (                                )(                                              )            Urgency
              .                                                                                                            ,
                                                  ¯           ¯
                                                                                                                                       ¯
         .                                                                                                             .
                  ,            ,                                                                       (                                     )              Usability
                          .                                                    ¯                                                           .IT
                                                                                               ¯ (                                             )           Use Case
                                                Use Case .                                                 ¯
         IT
                                                                                                .                                  ¯
                                                                                               .
                                                 .IT                                                                                                            User
.                         IT
             ¯.                    " IT                   ¯                            (                                                       )         User Profile
                      .                                                                 ¯
                                                                                                                                                                (UP)
                                                                                       (                                                       )               Utility
    ."                         "¯      ¯                               .                                                                   ¯
                                                                                   .
                                                      ¯                                  (                                                   )             Validation
    .                                                                      ¯           , ¯                         ,                       ,IT
              ¯                                                                           ¯
                                                          .
                               .                                   ,           ¯ ,                             ,
                                                  ¯                                    (                                                       )         Value Chain
                                                                                           ¯.
                                                                           .                                           ¯
                                                                                                   .
                          ¯                .                                                                                                       Value for Money
                                   .                                                                                                                       ¯
                                                                       .
              /                                    ¯                                   (                                                       )       Value Network
                               ,       ,                                                                                       .
                                                                                                                           .
                                                                   .                       ,


56                                             (580447563 " )                                          ¯                                                    - itSMF
                                                                  www.itSMF.co.il
                                                                                  2007                  11 ,3.1.24                                                   - ITIL V3


                                                                                                                                                          (            )
     .                                                                                         (                                               )                    Value on
                 .                                                                                                                           VOI                  Investment
                                                                                               .                                                         (VOI)
,IT                                                           ¯                                     (                                                )          Variable Cost
                                  ¯                                                            ¯,                                                    ¯
                                                                                   .                                                     ¯
                                                                      .
             ¯                        ¯                                                        ¯ (                                                   )          Variable Cost
                                                  ¯                                                                                                                Dynamics
                                                                                                                 .IT

                              ¯                       .                                        ¯                                                                    Variance
                      ¯           ,                                       ¯                                      ,
                                                  .           ¯                                                              ¯
    ,IT                                                               ¯                                     (                                        )            Verification
                          ,               ,                                                                  ,           ¯           ,
                                                                                                                 .
                                                          .                                             ,                ,
                                              ¯                                                              (                                       )        Verification and
                                                                      ¯ ¯                                   (CMDB)                                                       Audit
             ¯                                                                                          ¯                                        .
                      ¯                                                                                                              .
.                                                                                      .
                                                                                                            (                                        )                Version
                                                                                                                     , ¯¯ .
                                              .                   ¯
                 .2                                                               ¯                 ¯3                                       ¯
                                                          .                                                                          ¯                                 Vision
         ¯                                                                         ¯¯                                ¯
                                                                                                                             .
                                                                                                                 (                                   )         Vital Business
,                     ¯                                                                                                              .                               Function
                                                      .                           IT                                     ¯
                                                                                                                                                                       (VBF)
,                                                                             .            "                                                                     Vulnerability
                                                              .                       ,
                                                                                                                                 .
                                                                  .                                                                                           Warm Standby



    57                                                    (580447563 " )                                             ¯                                              - itSMF
                                                                                  www.itSMF.co.il
                                                       2007                  11 ,3.1.24                           - ITIL V3


                                                                                                          (        )
                                ¯                                        (                            )          Warranty
                                                                     .        ¯
                               .                         ,
         .                                                       ¯                                        Work in Progress
             .             ,               ,                                              ¯
                                                                                                                    (WIP)
                                                                                              ¯           Work Instruction
                                                   ¯                              .           ¯
             .
                                                                                  (                   )       Workaround
                            .
                                                                                      .       ¯
,                                                                                                 .
                                                             .
                     .IT                                                                                         Workload
                 ,                             ,                                                      ¯             -
     ,                                             ¯                          .IT
                           .IT
                                       .                                      ¯




58                                  (580447563 " )                                    ¯                          - itSMF
                                                       www.itSMF.co.il
                                                     2007               11 ,3.1.24                            - ITIL V3


                            (               )                       – ITIL

                                                                                                     (           )
                                ¯                           (                  )                                COBIT
    .IT ¯                                                                (COBIT)
                      .IT Governance Institute                             COBIT
                                .                               www.isaca.org
                            CRAMM .             ¯                                    ¯                        CRAMM
                        .                        ¯                      ,
                                    www.cramm.com
                                      -                                        ¯                             ISO 9000
                                                                    . ¯        ¯
                                                                     www.iso.org
                                          .(ISO)
                                           . ¯                      ¯           -                            ISO 9001
                                                                .        ,ISO 9000
.                            ISO                            (                                    )       ISO/IEC 17799
                                                                                         .
                            .IT                     ISO                                                  ISO/IEC 20000
                                                                         .ITIL
                      ISO      (                                             )(                  )       ISO/IEC 27001
                  .ISO/IEC 17799                                                             .
                                                                                         .
                                                                                                               PMBOK
.                                                                   PMBOK .
                                         .                          www.pmi.org
                                .(PRINCE2)
      Specific, )          (                 )(          )                                                     SMART
              (Relevant and Timely ,Measurable, Achievable
             ¯               ¯          ¯              ¯
    .                    ,            ,            ,
                                                                        ¯ (                      )           Use Case
                                     Use Case .                                      ¯
         IT
                                                                             .               ¯
                                                                            .
                  .                                                              (               )
              .                                                                                              Diagnosis


    59                              (580447563 " )                                   ¯                        - itSMF
                                                     www.itSMF.co.il
                                                                       2007                    11 ,3.1.24                                              - ITIL V3


                                                                                                                                             (           )
                                                                               .
                                                                                                                                                       Security
         ,                            ¯                                                                (                                )   (QA) ¯
                                                  .              ¯                                                                          Quality Assurance
                                  .
                                                                ¯,                                                                                  Estimation
                                                                                                       .
    ,IT                                               ¯                                    (                                            )
                                                          .IT                                                           ¯                   Service Valuation
                      .IT-                                ¯                ¯
                 IT                                                                        (                                            )
                 ¯                                                                                                                                (SPO)
                                                                     . ¯                                                                              Service
                                                                                                                                                  Provisioning
                                                                                                                                                  Optimization
                      .                       ¯                                                                 ,
                                      ,                   , ¯          ,                           ¯                        ¯                          Practice
                                                                                                                                .
                                                                                                   .
    .                                                                ¯                      (                                           )
             ,                                              1800                          CPU                                                      Percentage
                                                                                       .50%                                                         utilisation
.                IT                                                                (                                                    )
                                                                                                                                                 Service Owner
                 ¯                                                     ¯.                                                               ¯
                                                                                                        .               ¯                                Threat
                                                 ¯                                     .
                                          , IT                                         ¯                                        ¯
                                                      .                                        ¯
        ¯ ,                   .                                                ,                   ,                                ¯                      ¯
                                                            ¯                          ¯                                    ¯                           Quality
                       ¯                      .
                 .                                                                                                                      ¯
                                                                            . ¯                                         ¯
,IT                                                             ¯                                      (                                )
                          ,               ,                                                             ,           ¯           ,                   Verification
                                                                                                            .
                                                     .                                         ,                    ,



    60                                                (580447563 " )                                            ¯                                     - itSMF
                                                                       www.itSMF.co.il
                                                                     2007                  11 ,3.1.24                                                 - ITIL V3


                                                                                                                                           (             )
                                            ¯                                                   (                                      )
                                                                ¯ ¯                            (CMDB)                                          Verification and
          ¯                                                                                ¯                                       .                      Audit
                  ¯                                                                                                        .
.                                                                       .
                                                                                                       (                               )
                                                                                       .IT                                                               Event
  .               ¯                                             ,IT
IT                                                                                                 ¯
                                      . ¯
                                                            (                                      )(                                  )
.                             ¯                                                       ¯ IT                                                           Reliability
                                            .MTBSI              MTBF                                                       ¯
              ¯                       ¯           ,
                                                                                  .
                                                                                                               .
     IT                                         ¯           (                                      )(                                  )   (OLA)
-                                     ¯         ¯            OLA .                                                                         Operational Level
                                                              OLA .                     IT                                         IT            Agreement
                  .
                                                                                               OLA
                                                        ¯                IT                                                    •
                                                                                               .
                                                            ¯                                      ¯                           •
                                                                            . ¯
                                                                                           .                           ¯
                                                .                       ¯
                      ¯                                                                                ¯                                   Countermeasure
                          .IT                                                                              ,
                          ¯                                                            (                                               )
                                  ¯                                      .(                                        ,                   )             Strategic
                  .           ¯                                         ¯                                              ¯
                                          ¯                                   ¯        (                                               )
                                                                                                                       .                              Strategy
           .ITIL                                                                  ¯(                                                   )
          IT                                        ¯                                                                                       Service Strategy
                                                                                           .IT
                      ,                                                       (                                                        )
                                  ¯                                                                .                                             Effectiveness
                                                                           .               ¯
                                                                      .(KPI)
    61                                              (580447563 " )                                         ¯                                         - itSMF
                                                                      www.itSMF.co.il
                                                                      2007                    11 ,3.1.24                                              - ITIL V3


                                                                                                                                          (              )
                                                          .                                                              ,
               .itSMF                                                                                               ¯                            Organisation
                  ,   ¯                       ¯                                                                              ,
                                             .                                    ,                                  .
                                                                  (ISO)
                                                  ,                                               ISO .                                        (ISO)
                                                                                      .          156 -                                            International
                                    www.iso.org-                                              ISO                                             Organization for
                                                                                                                                              Standardization
                                        ¯ ,IT                             ¯                               (                          )                     ¯
                            ¯               ¯             .                                                                      ¯                Architecture
    . ¯
                                                                                              (                                      )
                                                                                                      .                                              On-shore
                                                                          .                       ,
                                                      ,                               (                                              )
                                                                              .                       ,                 ,                             Maturity
           ¯                    ,
                                                                          .
               ,IT              ,                             ¯                                   (                                )
                                         .        ¯                                                                              '¯                          Test
                                                              .               ,
                   ¯                                                                              (                                  )
          IT–                   ¯                                                                  .                IT                   Service Validation
                                 .                            ¯                                                                                and Testing
               .                                                                                                    ¯
                                                                                                                                                 Concurrency
    .                                                                                 (                                              )
.                           ¯       ¯                             ,                                                                               Benchmark
                        :
                       ¯                                              ,                                                      •
                                                                                                  .
                                                                                  ¯ ,                                        •
                                                                                                      .
                                                                                          .                    ,
           ,            ,       , ¯
                                                                                                              .IT                                Performance




62                                           (580447563 " )                                               ¯                                          - itSMF
                                                                      www.itSMF.co.il
                                                                      2007                             11 ,3.1.24                                      - ITIL V3


                                                                                                                                             (           )
             ¯                                                                                         ¯
                         ,                                                ,                ¯                                                              Audit
                                         ¯               .
                                                                      .
                                                                                               .                       , ¯
                                                                 ¯                                          (                            )
                                                                                                           .IT                                            Build
                     .                                                                                       .
                                                                                                       .
                                                                                                                       (                 )
                                         ¯ SCD .                                                                             ¯                     (SCD)
                                 ¯                                                 ,                                                     ¯         Supplier and
                                                                                                                                 .                    Contract
                                                                                                                                                     Database
                                             ¯                                                                 (                         )
                                                                      ¯                .                                                 ¯             (CMDB)
                                 ¯                               ¯                                         (CMDB)                                 Configuration
                 .                                                                                           ,                                    Management
                                                                                                                                                     Database
                                     .                                                                             (                     )
                                                                                                                                                       Problem
                                                                                                                   .
                                 .                                                 ¯
                                                             ,             ,                                               ¯                     Process Owner
                                                                          ¯                        .
                                 ¯                                             ,
                                                                                                           .
         .           ¯ IT                    ,                ,                                                                          ¯
                                                 ,           ,                                                                                     Stakeholder
                 ,           ,                   ,                    ¯                ¯                                     .
                                                                                                       .                             ,
                                                                                                           .RACI
                                                                  ¯                ,               ¯                                                     /
,            ,                           ¯                                .                                      ¯                                      Control
                                                     .                                                     ,RAID ,
                                                                                   .

                                                                      .IT                                              ¯         ,




    63                                           (580447563 " )                                                        ¯                              - itSMF
                                                                      www.itSMF.co.il
                                                                             2007               11 ,3.1.24                                       - ITIL V3


                                                                                                                                     (            )
     IT                                                                                                  (                       )        IT
                                                                                                                 .IT                       IT Operations
                                                                                                 .                                               Control
                                                                     ,                                       ¯
                                                                 .                                                     ,                 Process Control
                                                                         .IT
                                                                                                                                              Operations
                                                                                                                                                 Control
                     ,                   ¯                                                           (                           )
                                                         ,       ¯                                                                         Configuration
                                                             .                                  (RFC)                                            Control
                                                                         .
                                                                                                                                     Change Request
                 ¯ RFC .                                                                             (                           )   (RFC)
             .                                                                                                                           Request for
         .                                                                                                                   RFC            Change
                 ,                   ,                                                                   (                       )
                     ,                                               .IT                                                             Service Request
                                                                 .                                                     IT
                                                     .                                                                   ¯
                                                                                                 .
                             .                                                                               (                   )
,                        ,                       ,                       : ¯                                           ¯             Recovery Option
                 ,                                           ,                                       ,
                                                                                     ¯                                       .
                                         .
    IT                   ,           ¯       ,               ,                           ¯
    ¯                                                                (KPI)                                                   .                      (CSF)
                 IT                                      "                                               ,                   .CSF        Critical Success
                                 "       ¯                                                                              "                           Factor
                                                                                         " ,"
                                                                                                         .         "
                                                                                 (                       )(                      )
                                 .                                                                                                                Backup
                                                                 .
                                                                                                                                          Warm Standby
                                                                             .
                                                                                                                                           Cold Standby



    64                                               (580447563 " )                                          ¯                                  - itSMF
                                                                             www.itSMF.co.il
                                                                        2007                        11 ,3.1.24                                             - ITIL V3


                                                                                                                                                  (          )
                                   ¯.                                                                    (                                   )
          ,                                                 ¯               .                                                                            Detection
                                   .                                                                                                         ¯
                               .            ¯                           ,                   ,IT                                          ¯
                   .                                                    -                           ¯ ¯                                                  Scalability
          ¯            ¯           ,            , ¯             ,                                    (                                       )
.IT                                                                                             ¯                                                          Release
                           .                    ¯                               ,                                    ¯               ¯
              IT                                                                                         (                                   )
                                                                                                                 .IT                             Operations Bridge
(KPI)                                                                                                                    ¯
  .                                                                             ,                                                                Exception Report
                                           (SLA)                        ¯                                                ¯

                                                                                                                 .
                                                                    (                               )(                                       )
                   .                                                                                                         ,                            Urgency
                                                    ¯               ¯
                                                                                                                                         ¯
              .                                                                                                          .
      ¯ (                                           )(                                  )(                                                   )
                                                     ¯                                                                                                   Analytical
                                                ¯                       .IT                                                                              Modelling
                                                        .
                                                                                                                     .
                                                                                        (                                                    )
                                                            .                                                                                    Service Reporting
          .                                                         ¯               ,                                                ¯
          ¯                            ¯                                                ¯ (                                                  )
                                            ¯
                                                                                                         .IT                                          Variable Cost
                                                                                                                                                         Dynamics
                                                                                                (                                            )
              IT                                                                                                                     .                      (PBA)
                                   .                                                                                     ¯                              Pattern of
                                                                                            .                                                     Business Activity
                                            .                                                                (                               )
      .                                                                     ,                                                    ,                    Requirement
                                                                        .(SOR)


65                                              (580447563 " )                                               ¯                                            - itSMF
                                                                        www.itSMF.co.il
                                                                            2007                          11 ,3.1.24                                       - ITIL V3


                                                                                                                                                (             )
      ,                                             ,
                          PFS .           ¯                                                                                             ¯            (PFS)
                            .                                                        ¯                                                              Prerequisite for
                                                                                                                                                          Success
                                                        (                                                     )(                            )
                                                                                                 .IT                                                        (SLR)
                                      .                                                                                                              Service Level
                                                                                                                                                     Requirement
,                 ¯                                                         ¯                        (                                      )
                                                        ¯                        .                                                                       (CAPEX)
                                                                                                                              .                            Capital
                                                                                                                                                       Expenditure
                                                                            .
                                                                                                                                                          (OPEX)
                                                                                                                                                       Operational
                                                                                                                                                       Expenditure
              .                                                                                  ¯
                      .                   ,                 ,                                                             ¯                                (WIP)
                                                                                                                                                Work in Progress
                                                                                                                              ¯
                                                                        ¯                                         .           ¯                 Work Instruction
                      .
                                              (                                                      )(                                     )
                                                                                                          .                                                  (ROI)
                                                 .                                ¯                                                                      Return on
                                              .(VOI)                                                  ,                ¯                                Investment
,                 , ¯         ,IT                                                                    (                                      )
,IT                                                                                  ¯                                ¯ .               ¯                  Control
                                                                                                                  ,           ¯                        perspective
                  ¯                   ,                         .
                                                                        ,IT                                       ¯
                                                                                         .
          ¯                       ,           ¯                                              ¯ (                                            )
                                                                                                                              . ¯                    Capitalization
                                                        ¯                                    .
                                                        . ¯                                                           ¯           , ¯
                                                                                     ¯                        (                             )
                                                                    ¯                        ¯                                      .               Change History
                                                                                                              .


    66                                            (580447563 " )                                                      ¯                                   - itSMF
                                                                                www.itSMF.co.il
                                                                                                2007               11 ,3.1.24                                       - ITIL V3


                                                                                                                                                         (            )
.                   , ¯                     ,               ,
                   IT -                                     ¯                       ¯           ¯                                                                    Scope
                ISO/IEC                                 ¯                                   ,
                    ¯                                                   IT–                          ¯              ¯                    ¯ 20000
                                                                                                                                           .
,                       "                                                                   (                       )(                               )
                                                                                    .                    ¯                                                           Impact
                                                                                        .
                                                                                                                    .
            ,                                IT                                 ¯                                       (                            )                   ¯
                                            .IT                                                              ¯                           ¯                    Qualification
                                                                                                                                     .
                ,                                                          ¯                             (                                           )          IT-
                                                                        .IT                                                                                  IT Directorate
                                                                                                         .
        ¯,                      ¯
                            .                                                                   ¯                                   .BSI     ISO                  (COP)
                                                                                    .                                                                    Code of Practice
                                                    ¯               .                                                           (                    )
                                ,                           .                                                                                                  Reciprocal
                                                                                                             . ¯                                             Arrangement
    ¯               .                                                                                                                                                   ¯
     .                                                                  ¯                       ,                                                                 Agreement
                                                .(OLA)                                               (SLA)                               ¯
    IT                                                          ¯           (                                           )(                           )   (SLA)       ¯
                                        ,IT-                                                                        ¯               .                       Service Level
    .                           IT                                                                                                                             Agreement
        .                                           IT                                              ¯    ¯                                   ¯
                                                                                                     .(OLA)
                                    ¯                                                                                       (                        )        ¯
                                                                                                                                .                                 Hierarchic
                                                                                                                                                                  Escalation
                            ¯                                                               ,                               (                        )
                                                    .                                                ,                                                            Functional
                                                                                                                                                                  Escalation
                                        ¯                                                                                   (                        )
                ¯                       .                                                                                                        ¯                Escalation
                                                                ,IT                                                 ¯
                                                .                                                                           ,
                                                        . ¯                                                                              ,

67                                                                  (580447563 " )                                              ¯                                  - itSMF
                                                                                                www.itSMF.co.il
                                                                          2007                 11 ,3.1.24                                                  - ITIL V3


                                                                                                                                                 (            )
                 ¯ ¯              .                                                                                                                            ¯
                    ¯                            .                                                                                                     Certification
                                                ¯
                                                                                               .                                        ¯
                                  .IT                                                                  (                                    )
                                                     ¯                    ¯                                                                 ¯   Service Transition
                                                                                                                               .ITIL
                                                                                                                       .
                  ,       IT                     ¯                                                     (                                    )                 ¯
                 ,                ¯             ¯         ¯                       ¯ ,                                                                    Evaluation
                                                     .
                                                                                           ¯                                            ¯
                                                .                                                                               ,
                      ¯                              .        ¯                                                                                        ¯   ¯
 ¯           ¯                                        ¯               ,                ¯                                            ,           Risk Assessment
                              )             ¯                 ¯               ¯            ¯               .
                                                                          .        ¯                   (
                                                                                                       (                                    )
                                                                  ¯                                                        ,            ¯          (PSO)     ¯
                                                                                                                           .            ¯       Projected Service
                                                                                                                                                          Outage
         ¯                                                                    ¯                            (                                )
                                        .                                                                                                             (ACD) ¯
                                                                                                                                                     Automatic Call
                                                                                                                                                        Distribution
                          IT                                                                   (                                            )
                                                     .                                                                                                      (SoC)
                                            .(                            )                                    (                            )         Separation of
                                                                                                                                                         Concerns
                                            ¯
 ,                                                                                     .                                   ¯                               Mission
                                                                                   .                               ¯                                     Statement
                                                                                   (                                                        )
                                  .                               ¯                                                                                      Quick Win
                                                                                                   .
     .                                                                                             ¯ (                                      )
                          .                                                                                                ¯                                 Rights
                                                                                                                   .
                                                                                                                                                     Restoration of
                                                                                                                                                           Service

68                                               (580447563 " )                                                ¯                                          - itSMF
                                                                          www.itSMF.co.il
                                                                                               2007            11 ,3.1.24                                        - ITIL V3


                                                                                                                                                       (            )
    IT                                                                                         (                       )(                          )
                                     ¯           ¯                           IT                                          .                                      Recovery
                                                         ¯ ¯                                                   .
                .(                                       )                                                             IT
        .                            ¯                                                                                         (                   )
            ¯                   ,                        IT                                                                                                Fast Recovery
                                                                                                           .           24-
                                         ¯                       ¯                                 ¯
                        ,                24                                            ¯                                               .IT
                                                                             .
                        ,' ¯ IT                              ,                                 ,
                                                                              .                                                                            Fit for Purpose
                                                                         .                             ,               ,
                                             .       ¯                                                                         (                   )
.                                   IT                                       IT                                    ¯                         ¯                 Invocation
                        ¯                        ,                                             ¯                           (                       )
                    ¯                                                                                      ,                                 .     ¯                    Alert
                                                         .                                                                                  , ¯
                                                 ¯                                                 ¯                                                    (ISG) IT
                        ¯ IT                                     .                    ¯¯                                                          IT   IT Steering Group
                                                                             .IT-                                                                 ¯
.                                        ,                                                                                 (                       )
                .                                    ,                                                                                                            Identity
                                " ¯                   "                                                        ¯
                                                                                                                       ."                          "
                                                                                                                       (                           )
.(CMBD)                                                                                                                                                     Configuration
                                ¯,                                                                                                                          Identification
                                                                             .
                                         IT                                                                    ¯ (                                 )
    ,                                                                             .                             ¯                                              Availability
                            ¯                                        .                     ,               ,                       ,
                                     ¯                                                ,                                                 .
                                                     "                                                                                  .
                                                                                          .IT




69                                                                   (580447563 " )                                            ¯                                - itSMF
                                                                                               www.itSMF.co.il
                                                                  2007                    11 ,3.1.24                                           - ITIL V3


                                                                                                                                   (              )
                                                                                                      (                        )
                                .IT                                                                                            ¯       High Availability
               ,       ¯                                                          ¯           ¯
                                            ¯,                                    ¯               ¯
                                                      ¯                            ¯
                                                                                                                       .
IT                 .          100%                                            ¯                       (                        )
                           . ¯                            ¯                                                                                 Continuous
                                                                                                                                            Availability
                       .                          IT                              ¯                    (                       )        ¯
                       .                                      ,                                       ¯                    ¯                   Planned
                                                                  .                           ,                                               Downtime
     IT                                                               (                           )(                           )       (DT)
                               .                 ¯                                                                                            Downtime
                           ¯                                                                                   IT
                                                                                                           .
         MTBF .                                                                                       (                        )
                                                                              IT                                                           (MTBF)
 IT-                                                                                  .                             ¯                   Mean Time
                           .                ¯                                                                                      Between Failures
         MTBSI .                                                                                      (                        )
         ¯      ¯    ¯                                    IT                              ¯
         MTRS + MTBF                              ¯                           ¯                       MTBSI .                             (MTBSI)
                                                                                                                           .           Mean Time
                                                                                                                                   Between Service
                                                                                                                                         Incidents
                                            IT
                                       IT                         ¯                                   MTRS .                   ¯        (MTRS)
                                                                              .                                                          Mean Time to
                                                          .                                   ,                                        Restore Service
     .     ¯               IT
               ¯                                      IT–                                                          MTTR                      (MTTR)
                                                                          ¯            MTTR .              ¯                            Mean Time To
                                       ¯ MTTR-                                                                     .                          Repair
                                                                                                               .
                                   .
                   ¯                              ,IT                                                          ¯                       Response Time
                                             .




 70                                              (580447563 " )                                        ¯                                      - itSMF
                                                                      www.itSMF.co.il
                                                                    2007                 11 ,3.1.24                                     - ITIL V3


                                                                                                                              (           )
                    ,                                                                                 (                   )        ¯
                                                                    .                                                                     (AST)
                                                                                         .                                        Agreed Service
                                                                                                                                           Time
                             ¯                                      ¯                                 (                   )
                    .                                                ¯                                    IT                               (SDP)
                                              ,            IT                   ¯                                                 Service Design
                                                                                         .IT                                            Package
                                                                                    (                                     )
                                                                                         ¯.                                               (SLP)
                                                       .                                                              ¯            Service Level
                                                                                                  .                                    Package
                    ¯                                                               (                                     )
                             .                                                                                                            (CSP)
                                                                                .                                                   Core Service
                                                                                                                                       Package
                             IT                                                     (                                     )
                                                           ¯                                      .                           Service Package
                                 . ¯
                                     .                                                                        ¯ ¯
                                                                                                                                        Contract
.                       IT                                                           (                                    )
    ,IT                                  ¯                      ¯                                                             Service Contract
                                 .                     ¯
                                                                                               .
                 .                                IT                                                  (                   )       (UC)
     .          IT                                          ¯                                                                      Underpinning
                                                                                                                                       Contract
                                              .                 ¯                   ¯
                                         .                                                                    ¯
    ¯                                                                   ¯¯                            ¯                                   Vision
                                                                                                          .
           IT                                         ¯                     ¯                         (                   )
                ¯                                                       ,            .                                        Return to Normal
                                                  ¯                                 ¯                             ,
     .IT                                      ¯                     ¯
                                                       IT                                     (                           )
                                                                        .                                                                     Live



71                                           (580447563 " )                                           ¯                                - itSMF
                                                                    www.itSMF.co.il
                                                                            2007                      11 ,3.1.24                                               - ITIL V3


                                                                                                                                                    (             )
                              .IT                                                                 (                                            )
                                               ,                                      IT                                                                      Charging
                                          .                ¯                ¯ IT-
                                                                                                               ¯                           ¯
                                  .                                          IT                                                                             Differential
                                                                                                                                                             Charging
                            .IT                                                                   (                                            )
                ¯                         ,                                                                                                        Notional Charging
                        ¯                  ¯                                                                                       .
                                                           ¯        ,
                                                                                                           .
                                                                                  .
                                                                                                                                                    Release Window
                                                                        ¯                                  (                                   )
     ¯                                                              .                                                                               Change Window
                                                                                                                               .
                                                                                              (                                                )
                                          ,                                                                ,IT                                              Accounting
                                                                                                                           .
                                                                        .RACI
                                                                                                                                                        Authority Matrix
                    .                                               ,                                              ¯                                                  ¯
    ¯                                 ,            ,                                                               ¯                   ¯                            (IT)
        .                         ,           ,            ,                              ¯            ¯                       .                            Information
                              ¯               ¯                     ¯                                                                      ¯                Technology
                                                                                              .IT
            ,                     )                    ¯
                                              ¯                 ¯                                          .(                      ,                            Tactical
                                                   ¯                ,
                                                                                                                       .
                        ¯                              .IT
                                  ¯       ¯                                           .                                                                    Transaction
                                                   ¯           ¯,                                                      ,
                                                                        .                  ¯
,           ¯                                                       ¯                             (                                            )    (BU)
                             ¯                                       ¯ .                                                   ¯ ,                        Business Unit
                .




72                                                 (580447563 " )                                                  ¯                                          - itSMF
                                                                            www.itSMF.co.il
                                                                               2007                              11 ,3.1.24                                   - ITIL V3


                                                                                                                                                   (             )
.                                                              ¯                                         (                                     )
                     )                                                                      ¯                                                                Cost Unit
                 )                                                    ( ¯                                              ,      ¯                ¯
     .                   ¯                   ¯                         .(                                ¯            ,CPU-
                                                           ¯       ¯ "                          "                         ¯ ,
                                                                          .                                             ,       ,
                                                                                                                        .

                                                       ¯¯                                           ¯ (                                        )
                                                                                                      .                                                          (IRR)
                             .                                                                                                                         Internal Rate of
                                                                               .                                                       IRR                      Return
                                                   .(ROI)                                                    ,             ¯
                                     .
             .                       IT                                                                                                                   Relationship

                                                                           ¯                                               .
                                                                                                    IT                         ,
                                                                                                         .                                 ¯
             ¯                               .IT                                                                                           ¯
                                                                   .                                 IT                                                    Application
                                                                                        .
                                                                               .                                  ,
                     ,           ,                 ,           ,                                ¯            (                                 )                    ¯
                                         ¯                         ¯ .                                       IT                                             Capability
                                                                                                                                   .
                                                                                                                           .
             ¯ ¯                             ,                 ,
                                         .                                 ¯        ¯                                                  .                     Objective
                                                       .
                                                                                                                           .
IT                                                                                                                    (                        )
         ¯                           ¯                                                                                 .                                      (RTO)
                                                                       .                                                                               Recovery Time
                                     .                             ¯           IT                            ¯                                             Objective
                                                                                     .




    73                                                 (580447563 " )                                                      ¯                                 - itSMF
                                                                                   www.itSMF.co.il
                                                                      2007                      11 ,3.1.24                                              - ITIL V3


                                                                                                                                              (            )
                                          ¯                                                             (                                 )
                  ¯                                                            .                                                                         (RPO)
                      ¯                                                             ,                        .        ¯                           Recovery Point
                          ¯                                                ¯       ¯,                                                 "                Objective
                          ¯         IT                      ¯                                       .                24
                      ¯                       ,                        ¯           ,
                          .IT                                         ¯                     ¯

.    ¯ ¯                             ,                                                      (                                             )
                              ¯                        ,                               ¯                                                               Business
                                                                .IT                                     ¯                         ,IT                  Objective
                                                                                                        (                                 )
                                                                           .           ¯                                                                  (SMO)
                                                                                                                                                         Service
                                                                                                                                                    Maintenance
                                                                                                                                                       Objective
         ¯                                              (                                               )(                                )
                                                                                                                          .                        Service Level
             .                                IT-                                                                ¯                                        Target
                                         ¯                  SMART                             ¯
                                                                                           .(KPI)
             ¯                                                                     (                                                      )
              .                                    ,                                                                              ¯                    Efficiency
                                                  ¯,            ¯,
                                                                                                                      .
                                                                       .(KPI)
                                                                      .
                                                                         ¯                                                                          Redundancy
                                                                                                                              .
                                                                                            (                                             )
                                    .IT                               ¯                                                                            Economies of
                                                                                                .                                                        scale
                  IT                                                                        (                                             )
     IT                                             .                                                            ¯                                 Economies of
                                                                               .                IT                                                       scope
                                                                                                 .
                                                                               ¯                                                                              ¯
                                    ¯ ,                                                                 ¯.                                               Tuning
                                                                .
                                .                                                                                                                             ¯
                                                                                                                                                    Hot Standby

    74                                            (580447563 " )                                            ¯                                          - itSMF
                                                                      www.itSMF.co.il
                                                                           2007                 11 ,3.1.24                                         - ITIL V3


                                                                                                                                            (        )
                   "                                                               ¯(                                                   )                ¯
               "           (                                                                                                            )            (BSC)
                                                                                                               ¯.                                 Balanced
                                                                                   ¯                     .(KPI)                                  Scorecard
         ¯ .                                                                       ¯                          ¯
                                                         ¯            ,                                 4
                                                                                       4                  .
                                                                                                    .                               ¯

                   ,                                                               ¯                     (                              )                 ¯
                                                                          ¯            ¯                  .                                         Failure
                                            ¯.                                         ,                         , ¯                ,IT
                                                                                                        .
                                                              ¯.                                                                                         ¯
                                                                          IT                                                                Responsiveness
                                                                                                                                .
     ¯                         IT                                                                   ¯        (                          )                 ¯
               ¯                        .            ¯                                                                                           Resilience
                                                     .                                     ¯
                                                                                            .
                           ¯                                      .                                          (                          )
          .                                              IT                                                         ¯                           Do Nothing
                                                                          ¯ ,                                           ¯ ,
                               .                         ,                         ,
                                                                                                                                                  Optimise
                                                                      ¯                                  (                            )
     ¯    ¯                    ¯                              ¯                    ¯                                                .IT         Dashboard
 ¯                                  ¯                                          .
                   .                                     ,                             ,                                        ¯
                                                                                           .
                                                                                                                                                      Fault
                       .                                      ,                ,                                            ¯
                                            .                                                   ¯                       ¯                            Client
                                                                                                            :
                           ¯                                                                                                    •
                                    .                                      ,       ¯                    ,
                                                                      -                                                         •
                                                .




75                                                  (580447563 " )                                              ¯                                 - itSMF
                                                                           www.itSMF.co.il
                                                                   2007                    11 ,3.1.24                                                   - ITIL V3


                                                                                                                                               (          )
                IT                                             .                                                                                          /
        .                                                 ¯                                                                                           Customer
                   ,
                                                                           ."                                                              "
                           .IT
                                                          .                    ,                                                                       External
                                                                                                                                                      Customer
                       .                                                               (                                                   )
                                                                                               ¯                                                      Business
                                                                                                                       .           ¯                  Customer
            .IT-                                                       ,
                                                     .                     ,                                                                   Internal Customer
                           IT                                                                              (                               )
                                 .                                                                                                                      Restore
                                                                                               .
                                                                                           ¯.                              ¯
            .                                                                               .                                                           Operate
                                                                                                                   ¯ ,
                                 .           ¯                                                                 ¯
¯                                                     ¯                                                (                                   )
                                                                                               .                                               Knowledge Base
     ¯                      .                                                                          (                                )
                                      .                                    ,                   ,                                       ¯                Attribute
                                     .(CMDB)
                                                                                                   .
                                     ¯
                                                                                                       ,               ¯                            Assessment
                                                                                   .
                                                                                                               .
                                                                                           (                                               )
        ¯              ,                 ¯           ¯ ,                                                   ,                                       Performance
                                                           .                                                       ,                   ¯               Anatomy
                            ¯                                                  ¯                       (                                   )
                                                                   .                                                           ¯                   Configuration
                                                                                                                                                      Structure
    ,                                            ,                                 (                                                       )
                                                                                       .                               IT                                 Metric
                                                                       .(KPI)



76                                               (580447563 " )                                                ¯                                       - itSMF
                                                                   www.itSMF.co.il
                                                                           2007             11 ,3.1.24                                          - ITIL V3


                                                                                                                                     (             )
              ,IT              ,                                                        (                                        )
                                                    ,                                                               .                            (KPI)
                                               (KPI)                                            ¯                                    Key Performance
                                           .                        ,IT                 ,                                                    Indicator
              .                                         ,                 ,                                          ¯
                                                                     .(CSF)
                                       .         IT
                           .                                                        ¯           ¯                                        External Metric
                                                                                                .
,                     ,                                         IT-
                  .IT–                                                                  ¯                                                 Internal Metric
                    .IT-
                                                                                                .
     IT                    ¯                                                                ¯ (                                  )
          ¯            ¯                                                                                                                          (SAC)
              .                                     IT-                                                 ¯       IT                              Service
                                                                                                            .                                Acceptance
                                                                                                                                                 Criteria
              ¯                                                                    ¯ (                                           )
                  .                                                                                                                      Tension Metrics
                                   .                                                                            ¯
          ¯                                         .                               ¯
,             , ¯                               ¯                                                   ,                                             Policy
                                                            .             IT                ,                   ,
                                                                                                        (                        )
                                                                                                                         .
                                                                                                                                             Information
                                                                                                                                          Security Policy
                                                            .
                                                                                                                                          Security Policy
                                                                                                (                                )
                                                                                                        , ¯¯ .                                   Version
                                           .                    ¯
                  .2                                                           ¯            ¯3                               ¯
                               .(COTS)
                                                                                                                                            Off the Shelf
                                                                ,IT                 ,           , ¯
                                                                .                                                                                 Model



    77                                          (580447563 " )                                          ¯                                      - itSMF
                                                                           www.itSMF.co.il
                                                              2007       11 ,3.1.24                         - ITIL V3


                                                                                               (          )
                                                 (                            )(          )            RACI
,                                                        RACI .                                           RACI
                                                          .     ,             ,
                                                                               .
             )       ¯                   ¯                          (                 )            ¯
                                                                   (SW-CMM      CMM-¯                      (CMM)
 ¯           ¯                           CMM . ¯                                    ¯                  Capability
SW-           ,2000                  .                                     (SEI)                   Maturity Model
          ¯ .( ¯                                                  ) CMMI -       CMM
         ,SW-CMM                                                     (SEI)        ¯
               .    ¯                                     ,                ¯
                                                                         (                )                ¯
    eSCM-CL .                                                                                        eSourcing
                                                     .                                        (eSCM-CL)
                                                                             .eSCM-SP                eSourcing
                                                                                                Capability Model
                                                                                                       for Client
                                                                                                  Organizations

  ¯       IT                                                             (                )               ¯
eSCM-SP .                                                                     IT                    eSourcing
                                                     .                                        (eSCM-SP)
                                                                             .eSCM-CL               eSourcing
                                                                                               Capability Model
                                                                                                   for Service
                                                                                                     Providers
     (CMMI)                ¯                                         (                    )
        ¯                 ¯                                                                             ¯
                               CMMI .                                             (SEI)                   (CMMI)
                     .                       ¯                                ¯                        Capability
         ,            ,                                   ¯                                        Maturity Model
                                                                         CMMI . ¯                     Integration
     ¯                         , ¯                                         ,
                          .      ¯       ¯               ¯                    ¯
                                                         www.sei.cmu.edu/cmmi
                 .             ,                             , ¯




78                                       (580447563 " )                            ¯                    - itSMF
                                                              www.itSMF.co.il
                                                                         2007                    11 ,3.1.24                                           - ITIL V3


                                                                                                                                            (           )
                                                     ¯ (                                                     )(                         )
                                           .IT                                                                                                      Simulation
                                                                                                                                        ¯            modelling
                                                                     ¯                                                              .
             .         ¯                                                         -                       ,
                                   ¯
             .                                                                                           .

                   ,                                                                             (                                      )
                                                                             .                                                                    Kano Model
    ,                          ,                                     ¯                                                   IT
                                                                                                 .
                                                                                                             (                          )
                                                                                                                     .                          Change Model
                           ,                                         ¯                                       .
                  ¯                          ¯                           (                                                 )
         ¯                                  )
                                                                                                                               .(
                                                 .                                                   ,
                 , ¯                                         4                           (                                              )      -   - ¯
                       ¯               -             -       - ¯ .                                                                          (PDCA)     -
                                                                                                                     .                       Plan-Do-Check-
                               .IT                               ¯                   ¯               ¯                        : ¯                        Act
                                            . ¯                                              ¯                                :
                                               ,IT-                                      ¯                                   :
                                                                                                                            .
                                                 . ¯                                                                      ¯ :
                  ¯                                          .                                                            ¯
                                                         .                                               ¯                                          Accredited
         (CAB)                                                                                           (                              )
             .
                                       ,                                                                                                            (ECAB)
                                                                                                                 .                              Emergency
                                                                                                                                            Change Advisory
                                                                                                                                                      Board
                                                                                                             (                          )
             .                                                                                                            ,                   (CAB)
                               ¯                                 ¯                                               ¯                          Change Advisory
                                                     .                   ¯                           ,                   ,IT                         Board
.                                                            ¯                                       ¯           (                      )
                                                                                                                                                     (COTS)
                                                                                                                                                Commercial off
                                                                                                                                                    the Shelf

    79                                               (580447563 " )                                              ¯                                   - itSMF
                                                                             www.itSMF.co.il
                                                                                                     2007                        11 ,3.1.24                                                - ITIL V3


                                                                                                                                                                                 (           )
                        .                                                                                                                (                                   )            ¯
                                                 ¯                                           ¯                                                                       ¯                   Help Desk
                                         .                                                                                ¯
                                                     .                       ¯                                                ¯                                      ¯
                    .                                                                                                                        (                               )
                                         .               ,                                   ,                ,                  ,               :
                                                                 ¯                                                                                                                      Expanded
                                                                             ¯           ¯                                                                                       Incident Lifecycle
                                                                                                                                                         .
                    ,                ,                   ,                                   ,IT
                                                                                                                                                                     .                     Lifecycle
                                                                                                                                 :                       .
            ,                ,               ,                   ,                               ¯                                                                   •
                                                                                                     .
    ,               ,                    ,               ,               :               ¯                                                                           •
                                                                                                         .                  ,
        ,       ,                        ,                   ,                   :       ¯                    ¯                                                      •
                                                                                                               .

                                                                                                                 IT
                                                                                     ¯                           ¯                   ,                                                     Service
    ,                                                                                            .IT                                                                                   Management
                        .IT                                                                                                                  ,                   ,                        Lifecycle
                        IT                   ,                       ,                                                                   (                                   )
,                                                                                                                                                            ,                       Monitor Control
                                                 .                                                     ¯                                                                                       Loop
                                                                                                                      (                                                      )
                                                                                                                                                     .                               Benchmarking
                                                                                                                  ,
                                                                                                                                                     .
                                                                                                                                             (                               )
                                 .                                                                                      ,                                        ¯               Application Sizing
        ¯                                                                            IT-                               ¯
                                                                                                              .
    ,                   , ¯                                                                                                                                              ¯
,                                            ¯                                                        .                                                  ,IT                              Modelling
                                                                                                          .
                                                             .
        IT                                     ¯                             ¯                               ¯                                                                         Management
                                     "       ¯ KPI ¯                                             ¯                          ¯                                    .                      Information
                                             ."                                                                    "         "

80                                                                   (580447563 " )                                                          ¯                                             - itSMF
                                                                                                     www.itSMF.co.il
                                                                            2007                       11 ,3.1.24                                               - ITIL V3


                                                                                                                                                    (             )
                    ¯                                                                                               (                           )
                                                                                                                                  .                            Request
                                                                                                                                                              Fulfilment
                                            .
                              .                                                              ,                 IT                                             Fulfilment
.IT                                                                                                    (                                        )
                                                   .III                                                    ,                                                Outsourcing
                                                                                         .
                                                                                                                                                    External Sourcing
                                                                                     .
                                                                                                                                                             Insourcing
.IT                                                                                                    (                                        )
                .II                                    ,I                                                  ,                                        Internal Sourcing
                                                                                                   (                                            )
            .                                                                                                                                       Service Sourcing
:       ¯                         .                                                                ¯
                                                                                                 –                                        •
                                      .II                                                        I
                                                                                             –                                            •
                                                                                                               .III
                                  ,                                         –                                                             •
                                                .III
                                                                    ¯                ,                                  (                       )
                                        ¯                       ¯           "                                                                           Portable Facility
                                                                                                                                              .IT
                                                            .                            ,
                ¯       "                                                                ,                              (                       )
                                                                                .IT                                                       ¯                Fixed Facility
                                                            .                            ,
                                                                                 ,                                                                                   ¯
                                                                                                                              .                                   (BSI)
                                                  www.bsi-global.com :                                                                              British Standards
                                                    .(ISO)                                                                                                  Institution
                                      ¯          ¯                  (CI)                                        (                               )                  ¯
    ¯                                 ¯          ¯          ¯                                                                         .                       Assembly
        ¯             ¯ IT                                              ;             ¯                    ¯ ,                            ,CPU
                          .                                                          ¯ ,                                                     ¯
                                                                                                   .                    ,CI           ¯
                    ¯ ,                ¯                                                                                      ¯
                                  ¯                    .                    "                                                             ¯                Governance
                                                                ,                                          ,

81                                                (580447563 " )                                                        ¯                                      - itSMF
                                                                                www.itSMF.co.il
                                                                2007                            11 ,3.1.24                                     - ITIL V3


                                                                                                                                     (            )
                                                                                                                             .


         ,                        IT                                                        (                                    )
                                                   .        ¯                                                            ,             (SPI)
                     .IT                                                                                                             Service Provider
                                                                                                                                             Interface
                                                                                        (                                        )
                                   ¯                                    .                                                        ¯   Account Manager
                                                                                                 .
                                                                                            (                                    )
                                                                                             .                                                  (BRM)
                                                                                                             .                               Business
                                                                                                     .                                    Relationship
                                                                                                                                             Manager
    IT
                                               ¯                                                                 .                   Service Manager
,                                                           ¯                                    .IT-
         ¯                ¯                            ¯                        ,                            ,
                                                                                                             .IT-
                                                       .
                 ,                                              ¯                               ¯                                ¯   Process Manager
             ,                                                                  ¯ ¯              .
             ¯           ¯ IT                          ¯
                                                        ¯                                                                .
                                           ¯                                            ,
                                                                                                     .

                     .                                          ¯                                        (                       )
                                                                                                                                         (KEDB)
                                                                                    .                                                     Known Error
                                                                            .                                            ¯                  Database
                                                                    ¯                       .
    ,                         ,                ¯        ,                                                            .                      Document
                                                       .                                ¯
                                                                                                                 .
             ,                         ,               ,                                                     (                   )         ¯
                                           .                                                                                                  (TOR)
                                                                                                                                            Terms of
                                                                                                                                           Reference


    82                                         (580447563 " )                                                ¯                                 - itSMF
                                                                    www.itSMF.co.il
                                                                 2007                     11 ,3.1.24                                           - ITIL V3


                                                                                                                                      (          )
                                                                                          (                                       )
        ¯       .                                                                         ,                                                  Off-shore
                                   .                ¯                ¯                            IT
                                                                                  .                           ,
             IT                                                       ,                           (                               )
             .                                                                                                                               Transition
            .(PDCA)                -            -               - ¯
                                                                                                                                          Deming Cycle
                    (ACD)          ¯                                                                  (                           )
                                                                                                                                                  (IVR)
                               .           ¯                                          ¯                                               Interactive Voice
                                                                                                                                             Response
                                                    .
                                                                                                                                  ¯            Manual
                                                                                                              .IT                          Workaround
                                                                                                                      .
        ¯                      ¯                                                                                                                 ¯
                                                                                          :                       ,                            System
                     .                     ¯    ,                             ¯                           ¯               •
            ¯              ¯                                                  ¯                           ¯               •
                         . ¯                        ¯                                 ,
                ¯ ,                    ¯                                                                  ¯               •
.                                          ¯                          ¯                                       ¯
            ,                                           ¯                                                 (                       )               ¯
                                            .                                                                         ¯                         (AMIS)
                                                                .                                              ¯                            Availability
                                                                                                                                          Management
                                                                                                                                           Information
                                                                                                                                               System
    ¯                ¯                                                    ¯                   ,                                                   ¯
                                                                                                  .                                       Management
                                                                                                                                               System
                     ,             , ¯                      ,                                             (                       )                  ¯
                                                    ¯                         ¯                                               ¯            (ISMS)
                                                                                                  .                                         Information
                                                                                                                                                Security
                                                                                                                                          Management
                                                                                                                                                System




83                                         (580447563 " )                                                 ¯                                   - itSMF
                                                                    www.itSMF.co.il
                                                               2007                       11 ,3.1.24                                               - ITIL V3


                                                                                                                                      (               )
     ¯ ¯                                      ¯                         ¯ (                                                       )       ¯           ¯
                   ¯                     ¯                                                                                                          (QMS)
                                                       .                                                                                           Quality
                                                                                              .ISO 9000                                        Management
                                                                                                                                                   System
                                                                    ¯                 ¯ (                                         )                       ¯
¯                      ¯ (SKMS)                                                       ¯     .                                                 (SKMS)
                 SKMS .                                                                 ¯ ¯ ,                                                       Service
                              ¯                                        , ¯              ,                     ,           ¯                      Knowledge
                   .IT                                                                                                        IT               Management
                                                                                                                                                    System
 ,                                       ¯                                                            (                           )                       ¯
                                         .                                                    ¯                                               (CMIS)
                                                               .                                          ¯                                        Capacity
                                                                                                                                               Management
                                                                                                                                                Information
                                                                                                                                                    System
                                                                          ¯           ¯ (                                         )                   ¯
     ,                                            ¯ ¯                   .IT                                                                         (CMS)
                               ¯              ;                                  ,                            ,                               Configuration
         .                                ,                                  ,                    ,         ,                                 Management
                                   ¯     ,   ,     ,                                          ¯           ¯ ¯                                      System
                                       CMS .                                                                                      ¯
                 .IT                       ¯     ¯
                                           ¯   ,(CMDB)
                                                                                                          .(SKMS)
                                                       ¯                     .
             ¯                                          .                                                 ¯ ,                 ¯                Specification
                                                                                 .
                                                                                                  .
                                                                                                      (                           )                 ¯
                               ¯                  ¯                                               ,       IT                                       Standby
             ¯         ¯           ¯                       ¯                                      ¯                           .IT
                                                                   .                                              ,
                           ¯                          IT                              ¯ (                                         )
                               ¯             ¯                          ¯                                                 .                    Release Unit
 ,                     ¯ ,                                               ¯                                            .
                                                                       .                          ,                        ¯
     .                     ¯             IT                                          ¯,                                   ¯
                                                                                          .
                                                                                                                                                    Source
84                                           (580447563 " )                                           ¯                                           - itSMF
                                                                   www.itSMF.co.il
                                                                   2007                         11 ,3.1.24                                          - ITIL V3


                                                                                                                                          (            )
                         ¯.                                                             (                                            )
             .                                    ¯    ,                ,                                ,               ,                    Business Case
                                                                                .
                                                                                        ¯(                                           )
                     .                                             ¯                                                IT
                                          IT-                                                                                                 Market Space
                                                                                                         .IT
     .                                                                                      (                                      )                   ¯
                 .                                                                                                               ¯              Cost Centre
                             .            ¯       ¯                         ¯           ¯                                       ¯ IT
                                                                                                         (                           )                  ¯
                                                                    .                                    ¯                                       Call Centre
                                                                                                    .               ¯
                                                                                                (                                    )                   ¯
,                                                                                   ¯                            ¯ .                            Profit Centre
         ¯   ¯               IT                                .                                                 ,
                                                                                            .                   ¯ ¯
                                                                                                            (                        )                  ¯
                                 ¯                                                                  ¯           .                              Service Desk
                                              .
                                                       ¯ ,              ¯                               (                            )              ¯
                         . ¯                                                                        ¯                       . ¯               Asset Register
     ¯  ¯,               ,IT                               ¯            ¯                   (                                        )
     ¯¯                                  .IT                                                                    ¯                                  Resource
                                                                                                               .
                                                                                    .                        ¯ ,         ¯
                                                                                                          (                          )
                                                                                                        .                                                  Shift
                 24                                   IT                        ¯                       IT
                                                                                                                        .
                                     ¯                              ITIL-                                                   OPSI
                                                                   . ¯                                                       ¯
                                              ,                                                                                              (OPSI)
                             ¯                         ,                        ¯                                                          Office of Public
                         ,                                                  ¯                                               ,            Sector Information
                 .                                                 ¯                                                             ¯




    85                                    (580447563 " )                                                        ¯                                  - itSMF
                                                                   www.itSMF.co.il
                                                                             2007                   11 ,3.1.24                                               - ITIL V3


                                                                                                                                              (                   )
        .(                                              ¯ ) ITIL                                                              OGC
                                          ¯       ¯                                                                           OGC                  (OGC)
                         ¯            ¯                                                             ¯   ¯                                              Office of
                 ¯                                ¯                                         .                                                       Government
                                                                                                        .                                            Commerce
                                                        .IT
    .                        IT                                                                                                                                       User
                                                                                                        (                                 )
                             .IT-                                                                                                 ¯                     Super User
                               .              ¯                                     ¯                                     ¯
             ¯                    ¯                          .OGC                           ¯                                                      ¯
                                  ¯                                                                                                                      (MoR)
                              .                                                               ¯                                                   Management of
                                                                 .                       www.m-o-r.org                                                     Risk
                             .IT                                                                        (                                 )
                                                                                                                                                             (SOP)
                                                                                                                                                          Standard
                                                                                                                                                         Operating
                                                                                                                                                        Procedures
                                                                                 ¯                  ¯
                             .                                               ITIL .                                                                    Best Practice
                 ,                                       ¯                                                       ¯
                                                                                . ¯                               ¯                                         Procedure
                                                                                                .
                                                                     .
                                                                                                                                                           Security
                                                                                                                                                       Management
,            ¯                            ,              ,                                                  (                             )
                                                             .                      IT                       ,                ,                         Information
                                                                         ¯                                                                                  Security
                     ,                        ,                                                     ¯ IT                                               Management
                                                                                .                                ,
                                                                                                        (                                 )
                                                                                     .                                                ¯                    Storage
                                                                                                                                                       Management
                                                                                        (                                                 )             ¯     ¯
                             TQM . ¯                                     ¯                                                                                   (TQM)
                                                                                         ¯                                                             Total Quality
                                                                                                                      .                                Management


    86                                                (580447563 " )                                        ¯                                                - itSMF
                                                                             www.itSMF.co.il
                                                             2007              11 ,3.1.24                                - ITIL V3


                                                                                                                 (          )
            ¯                                                                              (                )
                                                                           .                                              Event
                                                                                           .IT                       Management
                                                                      (                                     )
        ¯                          ,                   ,               ¯           .                                 Performance
                                       .                                                                    ¯        Management

                                                 .                                                                      Demand
.                                                                                              ¯    ¯                Management
                                                                  ¯        ¯
                            .                                IT
                                                                               .
                ¯                                                                          (                )
                                                                                                    .                   Problem
    .                                                                                                                Management
                                                      .(SAC)
                                                                                                                         Access
                                                                                                                     Management
                                           , ¯                                         (                    )
                        .                                                                                               Release
¯                                                                                                                    Management
                                                 .                                              ¯       ¯
                                                       .
                                                                                       (                    )
                                                                                                    .
                                                                                                                     Release and
                                                                                                                      Deployment
                                                                                                                     Management
                            .IT                                   ¯                                                    ¯

                                                                                                                Service Continuity
                                                                                                                     Management
        ¯                   ¯                                                                  (            )          ¯
                                BCM .                        ¯                                  ¯                    (BCM)
        .                                         ,               ,                                                      Business
                        ¯                    ¯ (BCM)                           ¯                                       Continuity
                            ¯                                         ¯                                              Management
                    ,        ,                         BCM .
                                 .IT                                  ¯



87                                          (580447563 " )                                     ¯                         - itSMF
                                                             www.itSMF.co.il
                                                            2007                   11 ,3.1.24                                   - ITIL V3


                                                                                                                     (             )
              ¯               ¯                                                                (                )           ¯
         ¯                            .IT                             ¯                                             IT
                                                                                           ¯ IT-                             (ITSCM)
                                                        ¯                                      , ¯                         IT Service
         ¯                                           .IT                                                    ¯              Continuity
                          .                    ¯                                           ¯            ¯                Management
                                                          .IT
                                                                                                                          Operations
                                                                                                                         Management
     ¯                                                    ¯                   ¯
                                           .                                                                                 Service
                                                                                                                         Management
         IT                                          (                        )(                                )
                          ¯                                   ¯                                                                (BSM)
                                                                                       .                             Business Service
                                                                                                                        Management
                                                                                   .
              , ¯ ,     ,                                                                      (                )
                  .IT ¯                                                                            ¯                       Availability
                , ¯ , ¯                            ,IT-                           ¯ ¯                                    Management
                                          .
                      ¯                                                                    (                    )            ¯
                           ¯               .IT                                IT                            ¯              Technical
              ¯           , ¯                            ¯ ¯                                                             Management
                                                                                                        .
                  ¯ ,             ,                                                    (                        )
                                                                  .                                                       Knowledge
                  .                                                                                                      Management
                                      ¯          ,(DIKW)                  -        -               -
                                                                                                       .(SKMS)
                                                              (                            )(                   )
                                                                      .                                 ¯                 Application
                                                                                                                         Management
                                                                                           (                    )
                              ¯                  ¯                            .IT                                           Facilities
                                                 , ¯                                   ,                                 Management
                                                                                                        .




88                                        (580447563 " )                                       ¯                                - itSMF
                                                              www.itSMF.co.il
                                                                   2007                       11 ,3.1.24                                                          - ITIL V3


                                                                                                                                                       (               )
                                               .                                                          (                                       )
                 .                                                       ¯                                                                            Proactive Problem
                                                                                                          ¯                                               Management
                                                                         IT                                           ¯
                                                                                                                  .
                          IT                                   ¯                 IT                                                                           ¯
                                                                                                                          . ¯                                  System
                                                                                                                                                           Management
             ¯                                                 ¯
                     ¯                                                                                                        .                                  Crisis
                                   ,                                                                                                                       Management
                                                              .(BCP)                                          ¯                           ¯
                                                                                                      (                                           )              ¯
                                                                                                                                  .           ¯        (SACM)
                                                                                                                                                      Service Asset and
                                                                                                                                                          Configuration
                                                                                                                                                           Management
                                                                             ¯                        (                                           )                ¯
         .                                 ¯                                         ¯                                                                           Asset
     .(SACM)                                                  ¯                                                                               ¯            Management
                                                                                              .           ¯
                                   .   ¯                           ¯         ,                                                                                 ¯
                                                                                      .           ¯                   ¯                               Risk Management
                                                   ¯ ¯                                                        (                                   )
     .                                                   ¯                       ¯                             ¯                      ¯                       Supplier
                                                                                                                                                           Management
         ,                                                               ¯                (                                                       )
                                       .                                                          ¯                                                   Cost Management
                                                     ¯                                    (                                                       )
                         .IT                                                                                              ,                                   Financial
                                                                                                                                                           Management
                                       IT                                                                 (                                       )        IT
             .IT                               ¯              IT                                                                                           IT Operations
                               .                             IT                                                    ¯ IT                                     Management
IT                                         ¯                                                              (                                       )
                          ¯                                                                               ¯ IT                                                Capacity
                                   .                                                                                                                       Management
 IT
                     .                                                                ,                                               ¯


89                                             (580447563 " )                                                 ¯                                                - itSMF
                                                                       www.itSMF.co.il
                                                                  2007                 11 ,3.1.24                                   - ITIL V3


                                                                                                                           (           )
                                                          ,ITSM                                (                       )

                                                            .                      ¯                                                 (BCM)
                                                          .(SCM)                                                                   Business
                                                                                                                                   Capacity
                                                                                                                                Management
                                                  (                                        )(                          )       ¯
                         .                                                 ,                 ,                                       (CCM)
             .                   ¯                                                 ,                       ,                     Component
                                                          .(SCM)                                                                   Capacity
                                                                                                                                Management
                                                  (                                        )(                          )
                 ¯                                        .IT                                                                       (SCM)
                                     ,            ,                                                                IT      Service Capacity
                                                                       .                           ¯                          Management
                         ,(BCM)
                                                                                           .(CCM)                  ¯
                                                                         (                                             )
                                                      :             ¯ BRM .                                                          (BRM)
                             .                                                                                 •                  Business
                                                                                                               •               Relationship
                         ¯                                IT-                                  ¯               •               Management
                                                                                       .
                                         .                             ¯
¯                                                                                          (                           )
                     ¯                                                                                 .                           Change
                             .IT                                                                                               Management
     .                                                    ¯       IT                                                           IT
                                         IT                                                IT                                       (ITSM)
                             .                            ¯        ¯           ,                   ¯                             IT Service
                                                                                   .                                           Management
             .                                                                 (                                       )
                     ¯                                                                                                              (SPM)
                                                                                   .                                       Service Portfolio
                                                                                                                              Management
                                                                                           (                           )
             .                                        ¯ ,IT                                                                    Configuration
                     .                                                             ¯                                           Management
         .                                    ¯               ¯                    ¯



90                                            (580447563 " )                                       ¯                                - itSMF
                                                                  www.itSMF.co.il
                                                                         2007               11 ,3.1.24                                    - ITIL V3


                                                                                                                               (            )
                ¯                                                                                       (                  )
                                                                                                                    .                    Incident
                                                                 .              ¯¯                      IT-                          Management
,                    IT                  ,                                                              (                  )
                .                            ¯                                                  ¯                                       Monitoring
                               .                        ¯                                               (                  )
                                         ,                                                              ¯                                Reactive
                                                                                            .                                           Monitoring
                                                                                    .
                                                                                                        (                  )
                                                                            .                                              ¯             Proactive
                                                                                                    .                                   Monitoring
                                     ,IT                ,                                               (                  )
                                                            .                                                                             Passive
                                                                                    .                                                   Monitoring
                                   ,IT                                                                  (                  )
.                                                  ¯                                                                           Active Monitoring
                                                                                            .
                                                                           ¯ (                                             )         SWOT
                                                                                                                                   SWOT Analysis
           ,       ,                      SWOT .
        Strengths, Weaknesses, Opportunities, )
                                                                                                                .(Threats
                          ¯                                                     BIA (                                      )
            .                                      (VBF)                                                                                  (BIA)
    ,                                ¯                               ,                  ¯                   ¯                  Business Impact
                                                                                                    .           ,IT                   Analysis
                         .IT                                                                                             BIA
        ,(RPO)                                    ,(RTO)                                                                ¯
                                                 .IT                 ¯

                          ¯                                                                     ¯ (                        )        ¯
                                   IT                                                   .IT                                            (CFIA) ¯
                     )                                                                          .                                     Component
                    IT                       (              IT                                      ¯                               Failure Impact
                                              .(                 ¯                                              )                         Analysis
                                                                                            ¯ (                            )        ¯
        ¯                                                                           .                                                   Pain Value
                ,                                   ,                                                                                     Analysis
                          .(                        )                           ,                           ¯


    91                                             (580447563 " )                                           ¯                            - itSMF
                                                                         www.itSMF.co.il
                                                                 2007                     11 ,3.1.24                                  - ITIL V3


                                                                                                                            (           )
                                                    ¯                                  ¯ (                              )              ¯
                                                                                      ¯.                                         Chronological
                                 .                               ¯                                                                   Analysis
                                                        .
                                                                                              (                         )               ¯
                                                                          ¯                .IT                                           (SFA)
            .IT                                 IT                                            ¯            ¯                    Service Failure
                                                                                                                        ¯             Analysis
                             .
                                                                          .
                                                                                  (                                     )
                ¯                                                                                           .                   Trend Analysis
                        ¯¯                                  ,                                              ,        ¯
                                             ¯¯                               .
                                                                .IT                                        ¯
        ¯ FMEA .             ¯                                                                     ¯
             ¯                       ¯                                  ¯                              ¯                         (FMEA)      ¯
                                         FMEA .                        ¯                                    ,                   Failure Modes
          .IT                                ¯                        ¯                                                            and Effects
                                                                                                                                      Analysis

                                                                      .                                         ¯                 Cost Benefit
                        ,                                   ,      ¯                      ,                                          Analysis
                                                                .(VOI)                                      ,(ROI)
                                          ¯ (                                                 )(                        )
    .                                                                                                           ¯                       (FTA)
                                                                                                                                    Fault Tree
                                                                          .                                                          Analysis
                                                                                  (                                     )
                                                                  .                                                              Gap Analysis
                             .                                                                 ¯
                                                                                                       .
.                                           (                                                 )(                        )         -
                .                               ,       ,                                                                   Tregoe & Kepner
                    .                                                             .                                                 Analysis
                                                                                      .
                                                                                               (                        )
                                 ¯              "           ¯                                                   .                       (RCA)
                                                                                                                    .IT            Root Cause
                                                                .(SFA)                             ¯                                  Analysis

92                                        (580447563 " )                                           ¯                                  - itSMF
                                                                 www.itSMF.co.il
                                                                        2007                     11 ,3.1.24                                                - ITIL V3


                                                                                                                                              (              )
                                                                                            ¯ (                                          )
                                                                                             .                                                Service Analytics
                          .                                    IT
    ¯         ¯                         ¯ .            ¯                                    ¯(                                           )                      ¯
                               ¯       ¯ .                                                                            ¯                                      Asset
,                 ,           ¯,      , ¯              ,                        ,                     :
                                                                            .                                               ,
                                                       .                                                                            ¯ ¯                          ¯
                                                                                                                           . ¯                        Service Asset
                      ¯                                                                                   ¯(                             )   (SPOF) ¯
                                     ¯ SPOF .                                                                                                   Single Point of
                               .IT                             ¯    ¯           ¯,                                                                      Failure
                                                                                                                      .         ¯
                                                                                                              (                          )
         IT                                                                     ,                     .                                                  (SPOC)
                                                                    .                       ¯                 ¯                                   Single Point of
                                                                                                                                                         Contact
              DIKW .                       ,           ,                                                                                          -   -   -
                                                                            .                                                   ¯        ¯           (DIKW)
                                                                                                                                                        Data-to-
                                                                                                                                                  Information-to-
                                                                                                                                                  Knowledge-to-
                                                                                                                                                        Wisdom
                                           IT                                   ¯                         (                              )
              .                                                         ,                             :                     .                          Environment
                                           ,
.                 ¯                                                                                           ¯

                                                       .                    ¯           ¯         ,                             ,    ¯
                                                                                ¯                ¯
                                                                                             .                ¯

                                                           ¯                                              (                              )
                                                   .                    IT                                                                   Live Environment
     ,                ,                                                                                   (                              )
                                                                                    .             ¯                       ,IT                Test Environment
                          IT           ,                                                                  (                              )
                          .                                                                                       ¯                          Build Environment
                                                                                .
                                                                                                                                                        Production
                                                                                                                                                       Environment
    93                                         (580447563 " )                                                     ¯                                       - itSMF
                                                                        www.itSMF.co.il
                                                                                     2007                         11 ,3.1.24                                          - ITIL V3


                                                                                                                                                           (             )
             IT                                                                                                               (                        )
                       ¯                                       ¯                      ¯                                                .                         Development
                                                                                                  .                                                              Environment
                                                                                                                                  .
     ,                 ,                                                                                                  (                            )
    .                                                                        ,                                                    ¯.                                   Closed
,                          ,       ,                                                                                      (                            )
                                                                                                          .                                                           Closure
     .                                         ¯
                                                               .                                                                                                     Category
                                                                                      ,
                                                       (                             ) -                          ,
                                                                                              .
                                                                                                          (                                            )
              ,                ,                       , ¯             ,                                  .                                                         Cost Type
                                                                                                                  .
                                                                                          .                           ,                 ¯
                   -           .                                                                                      (                                )              ) -
-                 .                                                                                                                                                     (
                                           .                                 ,            ,                       :               ¯            ¯                      CI Type
                               ¯                                                                                       (                               )
                                       ,                                         ¯                                    .                        ¯                    Call Type
                                                                                                                                       .
                                                                   ¯                                                          (                        )
                                                                                                      .                                                         Confidentiality
                                                   .
              ¯                    ,                       ,                                                                                    ¯                       Status
                                                                                                                                  .
                                                                           IT                                     ¯           (                        )
                                                                              . ¯                             ¯                                    "           Fault Tolerance
                                                                            .                     ,                                         ¯
                                                                                     .
                                                               ,                 ,                ,                                     .                        Classification
                                                                                                                                       .
                  ¯                                                                                                                                                           ¯
                                                                                                              ¯               .                                              Risk
         .                                                                                                                                 ¯




94                                                         (580447563 " )                                                     ¯                                      - itSMF
                                                                                     www.itSMF.co.il
                                                                    2007               11 ,3.1.24                                         - ITIL V3


                                                                                                                             (               )
             .                                                                            ¯ (                           )
    .                                                                                                                              Brainstorming
                                                                                                               ¯
                                                                                          .
         .                                                                                                         ¯
    ,"           4                                          1                                          "                                 Threshold
    ¯                  10-                  "       "                                                 5-               "
                                                                                                        ."
                                                        (                         )(                                    )
                     .IT                                                                                                                  Supplier
                                    ,                           ¯                                     ¯
                                                .
                                            .                                 ,(UC)
                                                        IT                            (                                 )
                                                                    ¯ IT                              .                                 (ESP)
                                                                                              .        ¯                      External Service
                                                                       .III                                                           Provider
.                                                                                  (                                    )    I
                       .                        I                                             ¯                        ¯           Type I Service
                                                                                                                                         Provider
             IT                                                                    (                                    )   II
                                                                              .                                                   Type II Service
                                                                                                                                         Provider
                           IT                                                      (                                    )   III
                                                                                                           .                      Type III Service
                                                                                                                                          Provider
                           IT                                                         (                                 )           IT
                                                                                  .                                                      IT Service
                                                                                                                                           Provider
                     ISP-               .
                        .                                   ¯                         ¯               IT                                     (ISP)
                                                                                                                                  Internet Service
                                                                                                                                          Provider
                           IT                                                                     (                     )
                                            .                                                                                          (ASP)
                                .                                                                                                 Application
                                                                                                                             Service Provider




95                                          (580447563 " )                                        ¯                                       - itSMF
                                                                    www.itSMF.co.il
                                                                             2007                  11 ,3.1.24                                      - ITIL V3


                                                                                                                                     (               )
                                                                                               (                                )
                          ¯                                                      .                                                   Service Provider
                                                                                                                    .IT
                                      ,II                                            ,I
                                                                                                                              .III
                                                             IT                                 (                                )
                                                                  IT                                    .                                Internal Service
                                                                    .                                                                            Provider
                  .                   ,II                                            ,I
                              .IT                                                                              ¯
         IT                                                                                              ¯ OGC                                 -         ¯
                          ¯                                                                   ¯                ¯                                     (ITIL)
                                                                                                             .                                         ITIL
                                                .                                             www.itil.co.uk
                                                                                                 (               )
    DML .                             ¯                 ¯                                       ¯                                         (DML)
     DML- .                                              ¯                                                 ¯ ¯                           Definitive Media
                                  ¯                                                                                                                Library
                                                                                 DML-                       ¯            ¯.
     DML-                     ¯                 .                                 ¯
                                                                     .

                                  .             ¯                         ,               ,             ,
                          ,                                                                                                                        Review
,             ¯                                              ¯ ¯                                                          .
                                                                                 .
                                                             .(PIR)
                                                                         (                              )(                      )
                                                             .                   ,             ,                                                    Priority
                                                                                                   ,
                                            ¯                    ¯                     ¯                             .
                                                                      .              12                                   ,
                          .IT                                                                                                                     -
                      ,                                      ,                                                                 ¯               Workload
         ,                                                        ¯                                     .IT
                                          .IT
                                                    .                                                   ¯
                              ,                                                                                 (               )
                                                                  .                                                                                 Design
                                                                                                    .



    96                                          (580447563 " )                                                  ¯                               - itSMF
                                                                              www.itSMF.co.il
                                                                2007                     11 ,3.1.24                                       - ITIL V3


                                                                                                                               (             )
      ¯                    .IT                                                                        (                    )
                   ¯                                ,                                         ¯                                    Service Design
                                                                                                      .ITIL
                                                                                                        .
                .                                                                         ¯ (                              )
              20%                                                               ¯                     80% ¯                        Pareto Principle
                 ,                                                                                        .
                                        .
                                                                .
                                                                                                                                    Running Costs
                                        IT                  ,                                                  ¯           ¯
      ¯                            ,(        ¯)                                          ¯                    .                                  Cost
                                                                                          .               ,
                                                                                      (                                    )
                   ¯                                                        .                                              ¯   Opportunity Cost
              .
                               ¯                        ¯                                         ¯
                   .                        ¯
                               ,                                                              ¯
                                            .       ¯ "                                                                ¯

          ¯                        IT                                                (                                     )
                                                                                                              .IT                        Unit Cost
                                                                                              .
                                    IT                                                (                                    )
                       .     ¯                                      ,                ¯            ,                                    Direct Cost
                           . ¯
                                                                                          .
                                                                                     (                                     )                 ¯
                                                ¯                                ¯                TCO .                              (TCO)
               .           ¯                                                                                       ,                  Total Cost of
                                                .(TCU)                                                    ¯                             Ownership
                                                                                     (                                     )                  ¯
                                    ¯                                   ¯            TCU .                                           (TCU)
                                                    .IT-                                                                              Total Cost of
                                                  .(TCO)                                                  ¯                              Utilization
,IT                                         ¯                                        (                                     )
                       ¯                                                        ¯,                                         ¯         Variable Cost
                                                                    .                                                  ¯
                                                        .


97                                          (580447563 " )                                            ¯                                   - itSMF
                                                                www.itSMF.co.il
                                                                                 2007                         11 ,3.1.24                                            - ITIL V3


                                                                                                                                                         (             )
                            IT                                  ¯                                         (                                         )
                                                            .                                                                                                   Indirect Cost
                .               ¯                 . ¯
                                                                                                                  .
                                                                                                          (                                         )
                                                   .                                                                              .IT                            Fixed Cost
                                                                                                              .
                                    .IT                                                                   (                                         )
                                                   ,                         ¯                                                              ¯                Marginal Cost
                                                                                                  .                   ¯                         ¯
                    .                                   ,
                                .                                                                             ¯                                                       Cost
.           ¯                       ,(ROI)                                           ,(KPI)                                                                  Effectiveness
.                                             ¯                 .IT
    .                       ¯                               ,                             ,                           ¯                                  Operational Cost
                                                                                                              .
                ¯           ¯                                           ¯                                 (                                         )
                                          ¯                                 ,ITSM                                     .                                            Business
                            .                                               ¯                 ¯                                         ,
                        ¯ IT-                                       .                                     IT                                     IT
            (                                      )
                                                                .(                                                )
                                                       ¯                                                  (                                         )
                                                                                                      .               ¯                                            Warranty
                                                    .                                 ,
                                                   IT-                           ¯                        (                                         )
        ¯                   ¯             ¯                                                   ¯                                   .         ¯           Service Warranty
                    .                                                                                 ¯                   ,
                )                                                                                     IT
                                              ¯     )                                     (
                                                                                                                      .(
                                                                                                                              .
        .                                                                                     (                                                   )     (VOI)
                        .                                                                                                                       VOI                Value on
                                                                                              .                                                                  Investment
                                                                                              ¯ (                                                   ) (NPV)      ¯
        .                                                           ¯                                                         NPV .                   Net Present Value
                            .        ¯                                           ¯ ¯                                           NPV
                                                                .                                 ,


    98                                                      (580447563 " )                                                    ¯                                    - itSMF
                                                                                 www.itSMF.co.il
                                                                  2007                          11 ,3.1.24                                     - ITIL V3


                                                                                                                                      (           )
,                                                             .                   "
                                                .                         ,                                                                Vulnerability
                                                                                                                   .
                          ¯                                       ¯                         (                                    )
                                                                                                  .IT                                 Service Potential
                                                                            IT-
                                            itSMF                         .IT                                                              (IT (itSMF-
                                            .                                                                                                IT Service
              .IT                                                                 ITIL                                                    Management
                                        .                                           www.itsmf.com                                                 Forum
              .               ¯                                                             (                                    )
                                            ¯        ¯            ,                                                                       Depreciation
                                                                                            . ¯                            ¯ ¯
                                  ,IT                                                             (                              )
                                  ¯                           ¯                                           .                                           Pilot
                                                                                                 .
                                                                                        . ¯                   ,
                                                                                                  (                              )
                                                                          .                                   ¯                      Status Accounting
    IT                                                                                                    (                      )
                                                                                                                   .                      Development
                                                                                                                       .
                                                                                                      (                          )
                                                                  .                                                                         Resolution
             ¯                                                            ¯                 ISO/IEC 20000-
                                                      .                                                  ¯
                                                                              ¯                           (                      )
                  ¯                                       ¯                           .IT                                  ¯                Continuous
                              .                     IT-                                                                                      Operation
             ¯ ,IT                                                                                    (                          )            IT
         .                              ,                             ,                                   ,                               IT Operations
                                    .                                                                             IT
                      .                                                                ¯
.                                               ,    ¯                                            ¯                                             Activity
                                                     ¯
                          .                                                                                       ¯                        Programme




    99                                      (580447563 " )                                                ¯                                   - itSMF
                                                                  www.itSMF.co.il
                                                                           2007               11 ,3.1.24                                                    - ITIL V3


                                                                                                                                                    (          )
                                                ¯                                ¯                                     ,
                                            ¯                                                             ¯ .                                                 Project
                                                                  .                   ,                , ¯ ,
 PRINCES )                                                                           ¯
                                                                                                                                            .(2
                                                    (PRINCE2)
                               .
                           .                                          www.org.vog.uk/prince2                                                             (PRINCE2)
                                                                                   .PMBOK                                                                  PRINCE2
                                                                            ¯                                                  ,
                                                                      .      ¯                     ¯                                       ¯               pro-forma
           ¯.                          " IT                           ¯                   (                                                    )
                   .                                                                       ¯                                                                   (UP)
                                                                                                                                                         User Profile
                                                                                     ¯ (                                                       )
                                        .                     ¯                       ¯                            ¯                                     Capital Item
           ¯
¯                                                                                                                          .                             Deliverable
                                                                                               .                   ¯
       .IT                                                                           ¯         ¯(                                              )      (CI)
                                                                                                                                        ¯          Configuration Item
                                                                  ¯                                                                    ¯
       .                                                                                                       .
                       ,               , ¯            ,                   ,IT             ¯"                               ¯
                                   .                  ¯                   ¯          ¯                 ¯
     , ¯       ,                                                                                  (                                            )
                           .                              ,                                    ,' ¯                            ,                         Deployment
                                                      .
                                                                                                               .
                                                                                                       (                                       )
                                            .                                                                                                            Workaround
                                                                                                           .           ¯
 ,                                                                                                                                 .
                                                                                 .
                                                ¯                                                                                      ,
           .IT                                                                                                                              ,IT           Third Party
                   .                                                                                               , ¯
           .
                                   ¯        ,                                             ¯                                ¯
                                                                  .                                                                                      Compliance

100                                                 (580447563 " )                                             ¯                                            - itSMF
                                                                           www.itSMF.co.il
                                                                               2007                      11 ,3.1.24                                               - ITIL V3


                                                                                                                                                        (           )
  ¯                            .        ¯                                                                    (                                     )           ¯
                 ¯                     ¯                                               ¯             ¯                                                      Support Group
                                                                                                                              .IT
                                                                                                             . ¯
                                               ¯               ¯       ,                   ,IT                    ¯                           ¯
                                       .                                                                              ,               ,                        Acceptance
                                                                               ¯                                                                  ¯
                                                       .
           .                           ¯                                                    (                                                      )
                                                                                                                                  :                               Baseline
                                                       ¯                               ITSM                                           •
                                                   .                                     ¯
                                                                                                                                      •
                               .IT
                       IT                                                                                                             •

                                                                                                              .               ¯
                 ¯                     ¯                                                              (                                            )        (LOS)
           ¯ ,                                                                                       .                                                      Line of Service
                 .                                                             ¯                 ¯
        ¯                                              ¯                                                     (                                     )                ¯
                                                               ¯                ¯.                                                                      First-line Support
                                               .                                                                                          ,
                                                                                                                  .
                           .                                                           ,
                                                                                                . ¯                                                              Guideline
                                                                                                                              .
       ¯                                   ¯                                                                      (                                )
                                       .                           ¯                            ¯,                    IT -                             Service Catalogue

               ¯                                               .IT                                                    ¯               ¯
                   .                                       ¯               ,                         ,                    ,
                                                                                                             .
      IT                                                                           ¯                              (                                )
        ¯ .            ¯                                                                                                                          ¯               Capacity
                                                                       ¯                    ,
                                                                                                                          .
                                   ¯                                                                     (                                         )
       ¯                               IT                                                            ¯        .                                                Near-Shore
                                                                                                                      .                       ¯
                                                                                                .                         ,

101                                                    (580447563 " )                                                 ¯                                           - itSMF
                                                                               www.itSMF.co.il
                                                                           2007                        11 ,3.1.24                                                  - ITIL V3


                                                                                                                                                        (            )
          ¯.                                                           ¯                                        (                                   )
                       .                                                                                                            ¯                                    Call
                                      ¯                                                                     (                                       )
                                                                                                                                        .                      Remediation
 ,                 . ¯                    ¯                                                                                             ¯                               ¯
  ¯                 ,IT                               ¯                                                ¯                                 ¯                      Component
                                                                   ¯ .
                                                                                               .
  CPU ,                           .       ¯                                                                 (                                       )               CI ¯
                                 .                                                                                              ¯                   ¯        Component CI
                                                                                                   (                                                )                   ¯
                                                                                           .                                                                  Cost Element
          ,                , ¯                ¯     ¯ "                    "                                    ,                           .
                       ¯                          ¯ .   ¯                                               ,               ¯ ,
           ¯ ,                   .
          ,                                                                    ¯           ¯ "                          "
                                                                                            .' ¯                                ,

  ¯                                                                    ¯
                                                                                       .                                        (CMMI)                       Maturity Level
                                      .
                             .                                                                                                                                Service Level
                   .                                                                                                        ¯
                                                           ¯                                                                            ¯                           Record
                   .             ¯                ,                                ,                                                     .
                       ¯.                                      ¯                   ¯                            (                                   )
                                                      .                                                                                                 Problem Record
                       (CMDB)                                                                               (                                       )
                         ¯                                                                                      .                               ¯           Release Record
                                                                                               .
              ¯.                                                                   ¯                            (                                   )
                                                                                                                                                               Known Error
                                 ¯ .                                                           ,                                    ¯,                             Record
      .
                            ¯.                                             ¯                                (                                       )
 ¯                                                        .                                                                                                 Change Record
                                                                                       ,
                                                                               ¯                                                        .
      .                               ¯                            ¯                                                .



102                                                       (580447563 " )                                                ¯                                         - itSMF
                                                                           www.itSMF.co.il
                                                                                     2007                         11 ,3.1.24                                        - ITIL V3


                                                                                                                                                         (            )
    ¯.                                                           ¯                        ¯                           (                             )
      .                                                                                                                                                        Configuration
                                            .                                                             ¯                                                          Record
                                                                     ¯                    ¯                               (                         )
                                                                                                                                      .                      Incident Record
                                                                                                                                              .
        ,                   ¯                                                ¯                    ¯                           (                     )
                                                                         .                                                            IT                              (SOR)
                                                                                      .(TOR) ¯                                                                  Statement of
                                                                                                                                                               requirements
                /                                                    ¯                                        (                                     )
                                    ,               ,                                                                                     .                   Value Network
                                                                                                                                      .
                                                                                      .                           ,
                        ¯                                                    ¯                ¯                           (                         )
            ¯                                           .                            IT                                                                                Error
                                    ¯ IT
                                                                                                                                          .
            .                                                                                                             (                         )
                                                            ¯                                                                                                   Known Error
                                                             ¯                                            .
                                                                                                              .
                                ¯                   .                                                 ¯
                    ¯               ,                                            ¯                                            ,                                    Variance
                                                .           ¯                                                                         ¯
.                                                                                                                         (                         )
                                                                                                                                                                Root Cause
                                                                                                                                              ¯
                ¯           IT                                           .                                                                                       Partnership
        .IT
                                                                                                                      .
                                                                                                  .
                                                                                                                                                                   Back-out
                  .                         ¯                                                                                 (                     )
        .       72 -                                                         IT                                                                         Gradual Recovery

    .                   ¯                                    ,               ¯                    ¯                                       ¯
                                        ¯                        ¯                   ¯                                                        ¯
                                                                                                                                                  .IT



103                                                         (580447563 " )                                                        ¯                                 - itSMF
                                                                                     www.itSMF.co.il
                                                                                      2007                         11 ,3.1.24                                   - ITIL V3


                                                                                                                                                       (           )
                   .                                                                                                        (                      )
 72- 24                                                           IT                                                                                       Intermediate
                                                                                                                                             .                Recovery
                                                                     ¯.                           ¯                             ¯     ¯
           ¯                               ¯               ¯                  ,                                                 ¯ , ¯
                                                                                                                  .IT
   .                                       ¯                                                                                (                      )
                                                IT                                                                              ¯                            Immediate
                   ,                                    ,"Mirroring"-                                                                            . ¯          Recovery
                                                                                          .                                                       ¯
                                                                 .                                                      (                          )
   .                                   ¯                                                              ¯                                                          Rollout
                                                       ¯         ¯                ¯                               CTI (                            )
       ¯                                                                                          .                    ¯                                    (CTI)
               ¯                                                                                                  ¯                                            Computer
                                                                                                                                         .                    Telephony
.(IVR)                                                                   ,(ACD)                       ¯                                                       Integration
                           ,                   ,                                                                            (                      )
                                   .                                                                      ¯                                      .IT            Usability
                                                                     ,                            ,                     (                          )
   ¯                           ¯                                          .IT                                                                                   Change
                                   .                           , ¯                    ,                                         ,IT-
               .                                                                                                        (                          )
                                   .                                                                                                                         Emergency
                                       .                                                                                                                       Change
                                                       .(ECAB)
               ,                                                     ¯                                                  (                          )
                                           .                                                                            ¯                    , ¯       Standard Change
                                                   .

                                                                          .                                            ¯
                                                                                                                   .
                               IT                                                                         (                                        )
                                                                                      .ITIL                                                                 (CSI)
                   .                           IT                    ¯ IT                                            ¯                                 Continual Service
 , ¯                                                                                                               IT                                      Improvement
                       ,                                                  ¯                           IT                            IT
                                                                  .
                                                           .(PDCA)                            -               -         - ¯


104                                                            (580447563 " )                                                   ¯                               - itSMF
                                                                                      www.itSMF.co.il
                                                                                2007                       11 ,3.1.24                                     - ITIL V3


                                                                                                                                               (             )
                                                                                "
                      .            ¯                                                                                                                       Service
                                                                                .                                                                       ¯
                                                                                                                                               Technical Service
                                                                                IT                     (                                   )
                                                                                  .                                                                   Core Service
                                                        .                                               , ¯
                                           ,                                                                                  IT
                      IT-                                                                          ¯                                           Business Service
                                                                                                                     .
                       ,                        .
                                                                                ,
                                                                                                             .
                                                                                          .                               IT
         .                                                                                             (                                   )            ¯
                                                                                    .                                                                   Supporting
                                                                                                   .                                                       Service
         ,                                                                                                                    IT
.        IT                                                                             ¯ IT-                                                        Infrastructure
                  .                                                                         ,                                                              Service
        .IT                                                                                                                                               IT
               ¯                           ¯                                              ¯                                            IT               IT Service
              ¯                ,                            ¯               ¯            ¯         IT                     .
                           .                        ¯                                                                    ,             ¯
                          IT                                                                                     (                         )
                                                        .                                                                                      Directory Service
                                                    ¯           (                                             )(                           )
                                                ¯                       .                                                                            Serviceability
         .                                                          ,                          ,                                   ¯
                      ¯                                                                                (                                   )
              ,                    ¯                                                       ¯                IT-                            ¯       Service Pipeline
                                                                                                   .
                                                                                                       IT
                                       .
                                           IT                                                           (                                  )
    ¯                                                                                         .                                                          Managed
                                                                                    .                       IT                                           Services




105                                                     (580447563 " )                                               ¯                                    - itSMF
                                                                                    www.itSMF.co.il
                                                                       2007                        11 ,3.1.24                                               - ITIL V3


                                                                                                                                               (              )
                                           IT                                                              (                               )            ¯
                                                                   ¯                               .                                                          Retire
                                                                                                                       .
                                                    ¯                                                              (                       )
                                           .                                                                                                                Integrity
      ,                        ¯                    ¯          ¯                                                                   ¯
                                                        .
                           ¯                            (                                                  )(             )
                               ,                         ",                    .                                         IT                         Service Hours
                   ¯                                      ."                                                   8:00 – 17:00
                                                                                   .                           ¯
               ¯                                                       (                                   )(                              )           ¯
               .                            ¯                                                                       .                              Support Hours
                               ¯ ,                      ¯                                                          ¯           ¯
   24                            ¯                                 ,                   .
  – 19:00                                                      ¯
                                                                                                                               .7:00
                                                                                               (                                   )
      ¯,                                       ¯                                                                           .                         Supply Chain
                                                    .
                                                                                                           .
                                                        ¯                                      (                                           )
                                                                                                   ¯.                                                 Value Chain
                                                                                   .                                       ¯
                                                                                                           .
                   ¯                                                                                           (                           )
                                                                           .                                                                                 Server
                                       ,                               ,
                                       ¯       ¯                                           .                                                       Job Description
                       ¯
                                                                                                       .
           .                                        ¯                                                                                  ¯
  ¯                    .                                                                                                                                    Process
                                   ,       ¯ ,                                     ,                                               ¯
      ¯                    .                                                                                           ¯
                                                        ,                          ,                       ,
                                                                                                                   .
                                                            ¯ 20000 ISO/IEC ¯
                                                                            .                                                                         Relationship
                                                                                                                                                       Processes

106                                                (580447563 " )                                                      ¯                                    - itSMF
                                                                       www.itSMF.co.il
                                                                        2007                11 ,3.1.24                                            - ITIL V3


                                                                                                                                   (                )
.                                                           ¯ 20000 ISO/IEC ¯
                                                                                                                                                Resolution
                                                                                                                                                Processes
                                           .
                      ¯ ¯          ,       .                                                                                      Business Process
    .                                                                                                   ¯
                                       .IT                                                                              ¯
                                       ISO/IEC 20000 "
              ¯                         .                                                           ¯               ¯              Release Process
                                                                                    .                                   ¯
                  .
                                                            ¯ ISO/IEC 20000 ¯                                                                 ¯
                                                                                                                    .             Control Processes
                          .                                                          (                                        )
                                                                                EC1, EC2, EC3                                                           Tag
                                                                            .
                                                                    .
              ¯                                ¯                                            ¯       (                         )                    ¯
                              "                                                         ¯                   ¯       .                       Middleware
                                                                                                                            .IT
                                                                                                    .
                                                                                                                                                         ¯
    ISO/IEC .                                           IT                                   ¯          ,             .                                 Plan
           .IT                                                          ¯                    ¯                      20000
                                                                                            ¯       (                         )           ¯        ¯
                                       ¯            .                                                               ¯                    (BCP)
          ,                                ,                                                                                                 Business
                                  IT                                    ¯                   ¯       .                                  Continuity Plan
                                                            .                           ¯                   ¯
                                                                                            ¯       (                         )             ¯            ¯
                                                                    ¯           .                       IT                             IT
                      ¯     .                           ,                                       ,                                           IT Service
        ¯                   ¯                                   ¯        IT                                             ¯              Continuity Plan
                                                                                                                .
                                                                ¯                           ¯ (                               )                      ¯
                                                                                            IT                                         Availability Plan
                                                                                                                    .




    107                                            (580447563 " )                                       ¯                                         - itSMF
                                                                        www.itSMF.co.il
                                                                   2007                            11 ,3.1.24                                        - ITIL V3


                                                                                                                                          (             )
                                                        (                                                  )(                        )                   ¯
                                               ¯                                       ¯                                                              (SLM)
    ,IT                                       ¯                 ¯ ¯                                             SLM .                          Service Level
       SLM .                                                               , ¯                                                                 Management
           .
                                                                                                   ¯        (                        )                   ¯
                                          ¯             ¯        .IT                                            ¯                              Capacity Plan
                                                            ¯
                                                                                               .           ¯
                                                                           ¯           (                                             )                      ¯
                                                                                                                    .IT                       (SIP)
                                                                                                                                                   Service
                                                                                                                                         Improvement Plan
                                                                                               (                                     )
        ."                       "¯           ¯                                    .                                             ¯                      Utility
                                                                                           .
                                     IT                                                        (                                     )
                                                            IT                                                              .                  Service Utility
             )                            (                                                            )
                                                            .(                                                                       ¯
                                                                                                                .
.                IT                           ,                                ;
        .                                          ¯                                                                                                Outcome
                                                                                                                        .
                                 ¯                                                        ¯ (                                        )
        ,IT                                                                                .IT                                       ¯        Job Scheduling
                                                                       ¯               ¯ " ¯
                     .                         ,            ,
                                              ¯                                ¯                       (                             )
                                              .                       ¯                        ¯                                         Change Schedule
                 ¯                                          ¯                                  ,
                                                                                                                            .
                                                    ¯                                                       (                      )
    .            ¯                                                                                                              ¯ IT           Maintainability
                                                            ¯
                             ¯                                                                                       .(MTRS)
             .                                                                     ¯                                  IT
.                        ¯                                                                             (                             )
                                                                                       ¯                        ¯                                   Release
                                 .SR2 2003                                                                          .                           Identification

108                                                (580447563 " )                                               ¯                                    - itSMF
                                                                      www.itSMF.co.il
                                                                                 2007                     11 ,3.1.24                                            - ITIL V3


                                                                                                                                                        (          )
                                                                                                          ¯ (                                      )
                         ¯                                                                                                     .                            Change Case
                         .
                                                                                                          .Use Case
                                                                                                      (                                            )
        ¯                .                               IT                                                                                ¯           Contract Portfolio
                                                 ¯                                                                 IT                          ¯
                                                                                                                                       .
                                                                         .                                 ,
                                                                                                                   (                               )
        ¯                                                        ¯                            .                                    ¯                          Application
                                                             ¯                                                                 .                                Portfolio
                                                                     .(CMS)                                        ¯                            ¯
                                                                                                      (                                         )
                                                                             .IT                                                                ¯              Customer
                                                                                                                                                                Portfolio
                                                                                                                                               .IT
                                                                                       .                       ,
                                                                                                      (                                            )
,                            ¯                                                                                                     .                    Service Portfolio
                ,(                                   ¯           )                                    :                                         ¯
                             . ¯                                                 ,(                                            )
                                     .                           ,(SPM)
                     .           ¯                                                                             (                                   )
                                                                                                                                                                  Repair
                         ¯ ,                             ¯                                        ¯
            .             ¯                                      ¯                                             .                                                 Course
                                                                                                                                                             Corrections
                                                                     ¯                                      (                                    )
    .                                                                                         ¯       ,      ¯             ,                   ,IT             Validation
                     ¯                                                                                       ¯
                                                                         .
                                         .                                            ,           ¯ ,                  ,
                ¯                            ,                               ¯                                                                                        ¯
                                                                                                                                   .                            Planning
                                                                                          ¯                        (                               )                  ¯
                                                                                              .                            ¯                           Capacity Planning
                                             .                                   ,                                                                                    ¯
                                                                             .                                                                                    Driver

109                                                          (580447563 " )                                            ¯                                        - itSMF
                                                                                     www.itSMF.co.il
                                                                                 2007                11 ,3.1.24                                         - ITIL V3


                                                                                                                                              (            )

                                                                                             .                                                      Dependency
                       ¯                         .                                                                                                    ¯
                                    .                                                                                                         Value for Money
                                                                                         .
                                                                                                     (                                   )
                                                                                                                                 .                        Pricing
                                ¯                    ¯                                                       (                           )             ¯    ¯
                               ¯             .                                               ¯                                                         Transition
              ,                                      ¯                   ,                                                                          Planning and
               .                    , ¯               ,                                                  ,                                               Support
                                                                                     . ¯                                                              ¯ ¯
                                                                                                                                             Technical Support
     ¯                                               ¯                                                           (                       )                  ¯
                           7                24                                                           ¯                                        Follow the Sun
                                                                                     ,                   ,                   .(24*7)
                                                                                 .
                                            IT                                               ¯               (                           )                 ¯
                                        ¯                            .                                                                                   (ELS)
                                    ,                                                                                ¯ IT                    Early Life Support
      .
              ¯                                          ¯                                                       (                       )          '      ¯
                           ¯                 ¯.                                                                                              Third-line Support
                                .
                   ¯                                             ¯                                               (                       )                 ¯
                       ¯                    ¯.                                                                                                       Second-line
          .                                                                                                                              ¯              Support
                                                         .
                                ¯ .                          ¯       ¯                                                                                    (PIR)
                                                                                                                             .                             Post
                                                                                                                                                  Implementation
                                                                                                                                                        Review
 ¯                                                                                                               (                       )
                       ,       ¯                                                                                         ¯                    Diagnostic Script
                                    ¯                                        .                                                       ,

                                                                                                 .




110                                                  (580447563 " )                                                  ¯                                  - itSMF
                                                                                 www.itSMF.co.il
                                                                                   2007                      11 ,3.1.24                                        - ITIL V3


                                                                                                                                                      (           )
                                                                                            ¯                            (                       )
        200 ,                                                          5,000                        .                                                       Throughput
                                                                                                     .
                                     ¯               ,IT                                                             (                           )
                                                                                                                                         .                    Operation
    ,       ¯                                ¯                   ,                                                                   .
                                                                                        .
            ¯                                                     ,        -                             (                                       )
                                                                                                                                 .                            Business
                                                                                                                                                             Operations
                                     .IT                                                                             (                       )
                                                     ¯                                                       ¯                               ¯       Service Operation
                                                                                                                                         .ITIL
                                                                                                                          .
                (                                ,                     )                        ¯                        3
                                                 ¯                                                       ¯                                                  Operational
                             .IT                                          ¯                                          ¯
                                                         .
                                                                                   ¯
                                                         .                 ¯                         .                                                         Function
                                                             :
                         ,               ,               ,                     ¯                                                         •
                                                                                                             .IT
                                                 ,
                             .                                                                                   ¯
                ."                                   ",                                                          ¯                       •
                                                                                                                         (                       )
,                    ¯                                                                                                               .                            (VBF)
                                                     .                             IT                                        ¯                            Vital Business
                                                                                                                                                                Function
        .                                                             ¯                             ,                                        ¯
                                                 ¯                             .                                                                                      Role
                                 ¯                                                                                                       ,
                                                                                        .
                                                                                                ¯                (                               )
                                 -                               ,IT                                                                                      Configuration
                                                                               ¯                                                             .IT
                                                                               .




111                                                          (580447563 " )                                                  ¯                                 - itSMF
                                                                                   www.itSMF.co.il
                                                                                  2007                        11 ,3.1.24                                             - ITIL V3


                                                                                                                                                           (            )
                                              ¯                                                                    (                                   )
                                                  .                                                                                                             Configuration
                                                          .                                                            ,                               ¯            Baseline
 ¯                           ¯                ¯                                           ¯                        (                                   )              -
                                          .                                                                   ¯                                .                    Snapshot
                                                                                                                           .
                ,                                                                         ¯ (                                                          )   (TO)      ¯
                                                                      ¯           ¯                       .                                                         Technical
                                  .                                                           IT                                                                  Observation
                                                                                          .
                                                                                                                                                                    Overhead
                                                                                                                       (                               )
            .                                                                                                                      .                            Major Incident
        (                            ) ISO/IEC 20000                                          ¯                            .
                                                                                                                                                                     Standard
                                                                                                                                       .
            .BSI                  ISO             ¯
                                                                                                               .
                                          ¯.                  ¯
                              (                                   )                                                                                                 Budgeting
                               .                                      ¯                                            -
                                                                                                                           ¯           ¯
                                              .                                                       ,                                    ,                           Budget
                                                                                                              . ¯ ,
    ¯                             IT                                  ¯                                             (                                  )
                                                                                                                   ¯ .IT                                              Incident
                                                          ¯                       .         ¯                                      ¯
                                                                                      .Mirroring                           ¯
                    ¯                     ¯,                                                                                    ¯                  ¯
                                      .                   ,                   ,                   ,                            ¯                                      Culture
                                                                                                                                 .
                                                                          ¯                           .                            ¯
                                 .                                                                                                                             Service Culture
-                           " )                       ¯                                           (                                         )                    SLAM
                                                                                                          ¯                            (SLAM                     SLAM Chart
                        ¯                                                                             SLAM                              .
                                  ¯       ,                                                             ,
                                                                                      .                                                12



112                                                       (580447563 " )                                                       ¯                                     - itSMF
                                                                                      www.itSMF.co.il
                                          2007                11 ,3.1.24                                    - ITIL V3


                                                                                                (             )
                     .(Ishikawa)
                                                                                                   ( -         )
                                                                                               Fishbone Diagram
                        ¯ (                                    )(                          )
                                  .                                                ¯           Ishikawa Diagram
                                              ¯                          ,
                                                                                       .
          IT                                      (                                        )
                                                          ¯ ,                                             Business
                                                                             .                          Perspective
      ,                                   ,           , ¯            ,                     ¯             IT-
               .IT            ¯                   ,             ,                ,                  IT Infrastructure
                                              ¯       ¯          ¯                ¯ IT-
                                      .                   ¯          ,




113                      (580447563 " )                              ¯                                      - itSMF
                                          www.itSMF.co.il
                      2007         11 ,3.1.24                   - ITIL V3


                           – ITIL


                  ¯                                     ACD
                                                          AM
                                       ¯               AMIS
                                                        ASP
                                                       BCM
                               ¯                       BCM
                           ¯               ¯            BCP
                                                         BIA
                                                       BRM
                                           ¯             BSI
                                                       BSM
                                                        CAB
                                                   CAB / EC
                                                     CAPEX
                       ¯                               CCM
              ¯        ¯                               CFIA
                                                           CI
                                                      CMDB
                                       ¯               CMIS
                       ¯                               CMM
          ¯                                           CMMI
                                       ¯               CMS
                                                      COTS
                                                        CSF
                                                         CSI
      ¯                                    ¯           CSIP
                                                        CSP
                                                         CTI
                  - -              -                  DIKW
              eSourcing            ¯               eSCM-CL
              eSourcing            ¯               eSCM-SP
               ¯                                      FMEA
                                                        FTA
                                                         IRR
114   (580447563 " )                           ¯                - itSMF
                      www.itSMF.co.il
                        2007             11 ,3.1.24               - ITIL V3




                                IT                        ISG
                                                          ISM
                                         ¯              ISMS
                                                          ISO
                                                           ISP
                                             ¯               IT
      IT                         ¯                    ITSCM
                            IT                          ITSM
              IT-                                      itSMF
                                                          IVR
                                                       KEDB
                                                           KPI
                                                         LOS
                            ¯                            MoR
                                                       MTBF
                                                      MTBSI
                                                       MTRS
                                                       MTTR
                                     ¯                   NPV
                                                         OGC
                                                         OLA
                                                       OPEX
                                                        OPSI
                                                         PBA
                                                         PFS
                                                          PIR
                                                         PSA
                                 ¯                          QA
                       ¯                 ¯               QMS
                                                         RCA
                                                         RFC
                                                          ROI
                                                         RPO
                                                         RTO
                                                         SAC
                                     ¯                 SACM

115        (580447563 " )                        ¯                - itSMF
                           www.itSMF.co.il
                   2007        11 ,3.1.24            - ITIL V3




                                              SCD
                                              SCM
                              ¯                SFA
                                    ¯          SIP
                                   ¯         SKMS
                                    ¯          SLA
                                     ¯        SLM
                                               SLP
                                              SLR
                                              SMO
                                              SoC
                                              SOP
                                              SOR
                                               SPI
                                              SPM
                                              SPO
                              ¯              SPOF
                               ¯              TCO
                               ¯              TCU
                          ¯                     TO
                        ¯                     TOR
                       ¯ ¯                    TQM
                                                UC
                                                UP
                                               VBF
                                               VOI
                                               WIP




116   (580447563 " )                     ¯           - itSMF
                   www.itSMF.co.il

				
DOCUMENT INFO
Description: Itil Demand Management Kpi document sample