{"id":31125,"date":"2019-10-31T21:39:36","date_gmt":"2019-10-31T18:39:36","guid":{"rendered":"https:\/\/prohoster.info\/blog\/chto-takoe-biblioteka-itil-i-zachem-ona-nuzhna-vashej-kompanii\/"},"modified":"2019-10-31T21:39:36","modified_gmt":"2019-10-31T18:39:36","slug":"chto-takoe-biblioteka-itil-i-zachem-ona-nuzhna-vashej-kompanii","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/chto-takoe-biblioteka-itil-i-zachem-ona-nuzhna-vashej-kompanii","title":{"rendered":"Co je knihovna ITIL a pro\u010d je pot\u0159ebn\u00e1 pro va\u0161i firmu","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Rychl\u00fd r\u016fst d\u016fle\u017eitosti informa\u010dn\u00edch technologi\u00ed pro podnik\u00e1n\u00ed vy\u017eaduje st\u00e1le v\u00edce pozornosti k organizaci a implementaci poskytov\u00e1n\u00ed IT slu\u017eeb. V sou\u010dasnosti se informa\u010dn\u00ed technologie pou\u017e\u00edvaj\u00ed nejen k \u0159e\u0161en\u00ed lok\u00e1ln\u00edch probl\u00e9m\u016f v organizaci, ale tak\u00e9 jsou zapojeny do v\u00fdvoje jej\u00ed obchodn\u00ed strategie. D\u016fle\u017eitost t\u011bchto \u00fakol\u016f vy\u017eadovala v\u00fdvoj zcela nov\u00e9ho p\u0159\u00edstupu k problematice systematizace shrom\u00e1\u017ed\u011bn\u00fdch informac\u00ed. Pro tyto \u00fa\u010dely byla vytvo\u0159ena knihovna ITIL, kter\u00e1 popisuje osv\u011bd\u010den\u00e9 postupy v poskytov\u00e1n\u00ed slu\u017eeb v oblasti IT. T\u00edmto zp\u016fsobem z\u00edskali odborn\u00edci v oblasti IT mo\u017enost vyu\u017e\u00edt ve sv\u00e9 pr\u00e1ci nejlep\u0161\u00ed dostupn\u00e9 zku\u0161enosti, co\u017e zvy\u0161uje kvalitu poskytovan\u00fdch slu\u017eeb. <\/p>\n<p><img decoding=\"async\" alt=\"Co je knihovna ITIL a pro\u010d je pot\u0159ebn\u00e1 pro va\u0161i firmu\" src=\"\/wp-content\/uploads\/2019\/04\/c066ccb9cbe4c3d854ece2fb3863f143.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h3>Pro\u010d je to pot\u0159ebn\u00e9?<\/h3>\n<p>\nS ka\u017ed\u00fdm rokem hraj\u00ed informa\u010dn\u00ed technologie (IT) st\u00e1le d\u016fle\u017eit\u011bj\u0161\u00ed roli v podnik\u00e1n\u00ed. IT umo\u017e\u0148uj\u00ed organizaci b\u00fdt konkurenceschopnou, proto\u017ee poskytuj\u00ed n\u00e1stroje, kter\u00e9 pom\u00e1haj\u00ed shroma\u017e\u010fovat, zpracov\u00e1vat, ukl\u00e1dat a analyzovat velk\u00e9 objemy informac\u00ed pro n\u00e1sledn\u00e9 rozhodov\u00e1n\u00ed v oblasti podnik\u00e1n\u00ed. Firmy, kter\u00e9 l\u00e9pe ovl\u00e1daj\u00ed informa\u010dn\u00ed technologie, vykazuj\u00ed tak\u00e9 lep\u0161\u00ed v\u00fdsledky, proto\u017ee maj\u00ed konkuren\u010dn\u00ed v\u00fdhodu v podob\u011b n\u00e1stroje, kter\u00fd umo\u017e\u0148uje vyu\u017e\u00edt dostupn\u00e1 data k maxim\u00e1ln\u00edmu zisku. T\u00edm p\u00e1dem je IT prost\u0159edkem zvy\u0161ov\u00e1n\u00ed efektivity pr\u00e1ce cel\u00e9 organizace. <\/p>\n<p>Informatisace podnik\u00e1n\u00ed hraje ji\u017e n\u011bkolik desetilet\u00ed st\u00e1le d\u016fle\u017eit\u011bj\u0161\u00ed roli v efektivn\u00edm fungov\u00e1n\u00ed spole\u010dnost\u00ed. V r\u016fzn\u00fdch f\u00e1z\u00edch sv\u00e9ho v\u00fdvoje byly podniknuty \u010detn\u00e9 pokusy o vyu\u017eit\u00ed IT v obchodn\u00edch procesech, p\u0159i\u010dem\u017e ne v\u0161echny se uk\u00e1zaly jako efektivn\u00ed. Tak vznikla pot\u0159eba akumulovat celosv\u011btov\u00e9 zku\u0161enosti s vyu\u017eit\u00edm IT v obchod\u011b, kter\u00e1 byla ve v\u00fdsledku realizov\u00e1na ve form\u011b ITIL knihovny, obsahuj\u00edc\u00ed metodologii \u0159\u00edzen\u00ed a zdokonalov\u00e1n\u00ed obchodn\u00edch proces\u016f, kter\u00e9 jsou v\u00edce \u010di m\u00e9n\u011b spojeny s IT. Knihovnu ITIL mohou vyu\u017e\u00edvat jak spole\u010dnosti poskytuj\u00edc\u00ed slu\u017eby v oblasti IT, tak jednotliv\u00e9 odd\u011blen\u00ed firem jin\u00e9ho zam\u011b\u0159en\u00ed, kter\u00e9 zaji\u0161\u0165uj\u00ed IT provoz pro celou organizaci. P\u0159\u00edru\u010dky ITIL se pou\u017e\u00edvaj\u00ed v p\u0159\u00edstupu k \u0159\u00edzen\u00ed a organizaci IT slu\u017eeb zn\u00e1m\u00e9m jako ITSM.<\/p>\n<h3>Co je to ITIL<\/h3>\n<p>\nKnihovna IT Infrastructure Library (knihovna ITIL) nebo Knihovna infrastruktury informa\u010dn\u00edch technologi\u00ed \u2013 to je \u0159ada knih obsahuj\u00edc\u00edch sadu p\u0159\u00edru\u010dek k \u0159\u00edzen\u00ed, lad\u011bn\u00ed a neust\u00e1l\u00e9mu zlep\u0161ov\u00e1n\u00ed obchodn\u00edch proces\u016f souvisej\u00edc\u00edch s IT. <\/p>\n<p>Prvn\u00ed vyd\u00e1n\u00ed knihovny bylo na objedn\u00e1vku britsk\u00e9 vl\u00e1dy vytvo\u0159eno v letech 1986\u20131989 a za\u010dalo se publikovat v roce 1992, zat\u00edmco posledn\u00ed, t\u0159et\u00ed verze, \u2013 ITIL V3 \u2013 vy\u0161la v roce 2007. Posledn\u00ed verze knihovny, kter\u00e1 vy\u0161la v roce 2011, se skl\u00e1d\u00e1 z p\u011bti svazk\u016f. Na za\u010d\u00e1tku roku 2019 byla vyd\u00e1na p\u0159edb\u011b\u017en\u00e1 verze \u010dtvrt\u00e9 verze knihovny V4, jej\u00ed\u017e plnou verzi by m\u011bl v\u00fdvoj\u00e1\u0159 AXELOS vydat p\u0159ibli\u017en\u011b o rok pozd\u011bji.<\/p>\n<h3>Struktura a obsah knihovny ITIL<\/h3>\n<p>\nP\u0159i v\u00fdvoji t\u0159et\u00edho vyd\u00e1n\u00ed byl pou\u017eit nov\u00fd p\u0159\u00edstup k formov\u00e1n\u00ed jej\u00edho obsahu, takzvan\u00fd \u201e\u017eivotn\u00ed cyklus slu\u017eby\u201c. Jeho podstata spo\u010d\u00edv\u00e1 v tom, \u017ee ka\u017ed\u00fd svazek knihovny se zam\u011b\u0159uje na ur\u010ditou f\u00e1zi \u201e\u017eivotn\u00edho cyklu\u201c. Jeliko\u017e je podle knihovny ITIL p\u011bt f\u00e1z\u00ed tohoto cyklu, je tak\u00e9 p\u011bt knih, kter\u00e9 obsahuje:<\/p>\n<ul>\n<li>Strategie slu\u017eeb (Service Strategy);<\/li>\n<li>N\u00e1vrh slu\u017eeb (Service Design);<\/li>\n<li>Transformace slu\u017eeb (Service Transition);<\/li>\n<li>Provoz slu\u017eeb (Service Operation);<\/li>\n<li>Trval\u00e9 zlep\u0161ov\u00e1n\u00ed slu\u017eeb (Continual Service Improvement).<\/li>\n<\/ul>\n<p>\n<img decoding=\"async\" alt=\"Co je knihovna ITIL a pro\u010d je pot\u0159ebn\u00e1 pro va\u0161i firmu\" src=\"\/wp-content\/uploads\/2019\/04\/77fd85f930417c390c364286f2f558ba.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nPrvn\u00ed f\u00e1ze Strategie slu\u017eeb pom\u00e1h\u00e1 podnik\u016fm pochopit, kdo je jejich c\u00edlov\u00e1 skupina, jak\u00e9 maj\u00ed pot\u0159eby a jak\u00e9 slu\u017eby tedy pot\u0159ebuj\u00ed, jak\u00e9 vybaven\u00ed je nutn\u00e9 k poskytov\u00e1n\u00ed t\u011bchto slu\u017eeb, a vypracov\u00e1n\u00ed po\u017eadavk\u016f pro jejich realizaci. V r\u00e1mci Strategie slu\u017eeb tak\u00e9 prob\u00edh\u00e1 neust\u00e1l\u00e9 p\u0159izp\u016fsobov\u00e1n\u00ed, aby se zjistilo, zda cena slu\u017eby odpov\u00edd\u00e1 hodnot\u00e1m, kter\u00e9 m\u016f\u017ee klient od t\u00e9to slu\u017eby z\u00edskat.<\/p>\n<p>Dal\u0161\u00ed n\u00e1sleduje f\u00e1ze Navrhov\u00e1n\u00ed slu\u017eeb, kter\u00e1 umo\u017e\u0148uje zajistit, \u017ee slu\u017eba pln\u011b odpov\u00edd\u00e1 o\u010dek\u00e1v\u00e1n\u00edm klienta.<\/p>\n<p>F\u00e1ze Transformace slu\u017eeb odpov\u00edd\u00e1 za v\u00fdrobu a \u00fasp\u011b\u0161nou realizaci slu\u017eby, kterou klient pot\u0159ebuje. Na t\u00e9to \u00farovni prob\u00edh\u00e1 testov\u00e1n\u00ed, kontrola kvality, realizace produktu a dal\u0161\u00ed.<\/p>\n<p>N\u00e1sleduje Provoz slu\u017eeb, p\u0159i kter\u00e9m doch\u00e1z\u00ed k pl\u00e1novit\u00e9mu poskytov\u00e1n\u00ed slu\u017eeb, pr\u00e1ce podp\u016frn\u00e9ho t\u00fdmu pro \u0159e\u0161en\u00ed m\u00edstn\u00edch probl\u00e9m\u016f, akumulace datab\u00e1ze opakovan\u00fdch probl\u00e9m\u016f pro dal\u0161\u00ed zlep\u0161en\u00ed kvality poskytovan\u00fdch slu\u017eeb.<\/p>\n<p>Posledn\u00ed f\u00e1z\u00ed je Neust\u00e1l\u00e9 zlep\u0161ov\u00e1n\u00ed slu\u017eeb, kter\u00e9 je odpov\u011bdn\u00e9 za zm\u011bny a zlep\u0161en\u00ed ve v\u0161ech f\u00e1z\u00edch v\u00fdroby slu\u017eby a za efektivitu pr\u00e1ce v\u0161ech proces\u016f organizace.<\/p>\n<p>Tyto p\u011bt f\u00e1z\u00ed tvo\u0159\u00ed r\u00e1mec \u017eivotn\u00edho cyklu slu\u017eby, kl\u00ed\u010dov\u00e9 pojmy, s nimi\u017e lze pracovat v kontextu knihovny ITIL. <\/p>\n<p>Ka\u017ed\u00e1 f\u00e1ze (a t\u00edm p\u00e1dem i kniha) pokr\u00fdv\u00e1 r\u016fzn\u00e9 aspekty \u0159\u00edzen\u00ed byznysu. Jako p\u0159\u00edklad lze uv\u00e9st: \u0158\u00edzen\u00ed popt\u00e1vky, \u0158\u00edzen\u00ed financ\u00ed v oblasti IT slu\u017eeb, \u0159\u00edzen\u00ed dod\u00e1vek a mnoh\u00e9 dal\u0161\u00ed.<\/p>\n<h3>Principy pou\u017eit\u00ed knihovny ITIL<\/h3>\n<p>\nJeliko\u017e je ITIL jedn\u00edm z kl\u00ed\u010dov\u00fdch aspekt\u016f p\u0159i aplikaci p\u0159\u00edstupu, jako je ITSM, z\u00e1kladn\u00ed principy pou\u017eit\u00ed knihovny vypl\u00fdvaj\u00ed z filozofie ITSM. Hlavn\u00ed my\u0161lenkou p\u0159\u00edstupu ITSM je p\u0159esunout zam\u011b\u0159en\u00ed z technologi\u00ed na poskytovan\u00e9 slu\u017eby. P\u0159\u00edstup ITSM p\u0159edpokl\u00e1d\u00e1, \u017ee m\u00edsto technologi\u00ed by se organizace m\u011bla soust\u0159edit na z\u00e1kazn\u00edky a slu\u017eby. T\u00edmto zp\u016fsobem je pro podnik z\u00e1sadn\u00ed zam\u011b\u0159it se na to, jak\u00e9 mo\u017enosti a v\u00fdsledky mohou technologie p\u0159in\u00e9st klientovi, jak\u00e9 hodnoty je podnik schopen vytvo\u0159it, a jak\u00fdm zp\u016fsobem se m\u016f\u017ee podnik zlep\u0161ovat.<\/p>\n<p>Deset kl\u00ed\u010dov\u00fdch princip\u016f, p\u0159evzat\u00fdch z p\u0159\u00edru\u010dky \u201eITIL Practitioner Guidance\u201c, jej\u00ed\u017e autory jsou Kaimar Karu a dal\u0161\u00ed tv\u016frci knihovny, je uvedeno n\u00ed\u017ee:<\/p>\n<ul>\n<li>Zam\u011b\u0159te se na hodnoty;<\/li>\n<li>Navrhujte pro praxi;<\/li>\n<li>Za\u010dn\u011bte tam, kde te\u010f jste;<\/li>\n<li>P\u0159istupujte k pr\u00e1ci holisticky;<\/li>\n<li>Postupujte iterativn\u011b;<\/li>\n<li>Sledujte procesy p\u0159\u00edmo;<\/li>\n<li>Bu\u010fte transparentn\u00ed;<\/li>\n<li>Spolupracujte;<\/li>\n<li>Hlavn\u00ed princip: jednoduchost;<\/li>\n<li>Tyto principy aplikujte v praxi.<\/li>\n<\/ul>\n<p>\nLze dosp\u011bt k z\u00e1v\u011bru, \u017ee tyto principy, kl\u00ed\u010dov\u00e9 pro ITIL, lze v n\u011bjak\u00e9 form\u011b aplikovat i p\u0159i jin\u00fdch p\u0159\u00edstupech a metodik\u00e1ch v \u0159\u00edzen\u00ed podnik\u00e1n\u00ed, v\u00fdvoji produktu atd. (Lean, agile a dal\u0161\u00ed), co\u017e pouze potvrzuje, \u017ee tyto principy funguj\u00ed. Vzhledem k tomu, \u017ee knihovna ITIL zahrnuje mnohalet\u00e9 zku\u0161enosti \u0159ady organizac\u00ed, staly se tyto principy z\u00e1kladn\u00edmi pro efektivn\u00ed fungov\u00e1n\u00ed podnik\u016f. <\/p>\n<p>Jeliko\u017e jsou tyto principy relativn\u011b nespecifick\u00e9, maj\u00ed jako n\u00e1stroj vlastnost flexibility. Jedn\u00edm z hlavn\u00edch tez\u00ed na pr\u00e1ci s ITIL je: \u201eAdopt and adapt\u201c, tedy \u201eP\u0159ijmi a p\u0159izp\u016fsob\u201c. <\/p>\n<p>Pojem \u201eP\u0159ijmi\u201c znamen\u00e1 p\u0159ijet\u00ed filozofie ITIL podnikem, s p\u0159esm\u011brov\u00e1n\u00edm pozornosti na klienty a slu\u017eby. Teze \u201eP\u0159izp\u016fsob\u201c zahrnuje uv\u00e1\u017een\u00e9 pou\u017e\u00edv\u00e1n\u00ed osv\u011bd\u010den\u00fdch praktik ITIL a jejich p\u0159izp\u016fsoben\u00ed pot\u0159eb\u00e1m konkr\u00e9tn\u00edho podniku.<\/p>\n<p>Tak lze z\u00e1vazkem od p\u0159\u00edstupu vyhovuj\u00edc\u00edho princip\u016fm ITIL, za pou\u017eit\u00ed p\u0159\u00edru\u010dek knihovny, zm\u011bnit a podstatn\u011b zlep\u0161it r\u016fzn\u00e9 procesy organizace. <\/p>\n<h3>A nyn\u00ed z\u00e1v\u011bry<\/h3>\n<p>\nITIL pou\u017e\u00edv\u00e1 nov\u00fd p\u0159\u00edstup k v\u00fdvoji a poskytov\u00e1n\u00ed slu\u017eeb v oblasti IT, kdy se zva\u017euje \u017eivotn\u00ed cyklus IT slu\u017eeb jako celek. Tento syst\u00e9mov\u00fd p\u0159\u00edstup k \u0159\u00edzen\u00ed slu\u017eeb v oblasti IT umo\u017e\u0148uje podnik\u016fm co nejl\u00e9pe vyu\u017e\u00edt p\u0159\u00edle\u017eitosti, kter\u00e9 knihovna ITIL nab\u00edz\u00ed: \u0159\u00eddit rizika, vyv\u00edjet produkty, zlep\u0161ovat vztahy se z\u00e1kazn\u00edky, optimalizovat n\u00e1klady, zrychlovat procesy a zvy\u0161ovat mno\u017estv\u00ed slu\u017eeb d\u00edky spr\u00e1vn\u00e9mu nastaven\u00ed IT prost\u0159ed\u00ed. <\/p>\n<p>Jeliko\u017e se podm\u00ednky podnik\u00e1n\u00ed neust\u00e1le m\u011bn\u00ed, mus\u00ed se tak\u00e9 knihovna ITIL m\u011bnit a zdokonalovat, aby co nejl\u00e9pe vyhovovala v\u0161em po\u017eadavk\u016fm sou\u010dasn\u00e9ho sv\u011bta. Na za\u010d\u00e1tku roku 2019 je napl\u00e1nov\u00e1no vyd\u00e1n\u00ed nov\u00e9 verze knihovny ITIL a jej\u00ed praktick\u00e9 pou\u017eit\u00ed uk\u00e1\u017ee, jak\u00fdm sm\u011brem se budou podniky a jejich procesy d\u00e1le vyv\u00edjet.<\/p>\n<h3>Literatura<\/h3>\n<p>\nCartlidge A., Chakravarthy J., Rudd C., Sowerby J.A. Operational Support and Analysis ITIL Intermediate Capability Handbook. \u2013 Lond\u00fdn, TSO, 2013. \u2014 179 s.<br \/>\nKaru K. ITIL Practitioner Guidance. \u2014 Lond\u00fdn, TSO, 2016. \u2013 434 s.<br \/>\n<br \/>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/post\/447276\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u0421\u0442\u0440\u0435\u043c\u0438\u0442\u0435\u043b\u044c\u043d\u044b\u0439 \u0440\u043e\u0441\u0442 \u0437\u043d\u0430\u0447\u0438\u043c\u043e\u0441\u0442\u0438 \u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0438\u043e\u043d\u043d\u044b\u0445 \u0442\u0435\u0445\u043d\u043e\u043b\u043e\u0433\u0438\u0439 \u0434\u043b\u044f \u0431\u0438\u0437\u043d\u0435\u0441\u0430 \u0442\u0440\u0435\u0431\u0443\u0435\u0442 \u0432\u0441\u0435 \u0431\u043e\u043b\u044c\u0448\u0435 \u0432\u043d\u0438\u043c\u0430\u043d\u0438\u044f \u043a \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u0438 \u0438 \u0440\u0435\u0430\u043b\u0438\u0437\u0430\u0446\u0438\u0438 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