{"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\/sk\/blog\/administrirovanie\/chto-takoe-biblioteka-itil-i-zachem-ona-nuzhna-vashej-kompanii","title":{"rendered":"\u010co je kni\u017enica ITIL a pre\u010do je potrebn\u00e1 pre va\u0161u spolo\u010dnos\u0165","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>R\u00fdchly rast v\u00fdznamu informa\u010dn\u00fdch technol\u00f3gi\u00ed pre podnikanie si vy\u017eaduje \u010doraz v\u00e4\u010d\u0161iu pozornos\u0165 k organiz\u00e1cii a realiz\u00e1cii poskytovania IT slu\u017eieb. Dnes sa informa\u010dn\u00e9 technol\u00f3gie vyu\u017e\u00edvaj\u00fa nielen na rie\u0161enie lok\u00e1lnych \u00faloh v organiz\u00e1cii, ale s\u00fa tie\u017e zahrnut\u00e9 vo vypracovan\u00ed jej obchodnej strat\u00e9gie. D\u00f4le\u017eitos\u0165 t\u00fdchto \u00faloh si vy\u017eiadala v\u00fdvoj z\u00e1sadne nov\u00e9ho pr\u00edstupu k probl\u00e9mu systematiz\u00e1cie nahromaden\u00fdch inform\u00e1ci\u00ed. Na tieto \u00fa\u010dely bola vytvoren\u00e1 kni\u017enica ITIL, ktor\u00e1 popisuje osved\u010den\u00e9 praktiky poskytovania slu\u017eieb v oblasti IT. Takto odborn\u00edci v oblasti IT z\u00edskali mo\u017enos\u0165 vyu\u017e\u00edva\u0165 vo svojej pr\u00e1ci najlep\u0161ie vyvinut\u00e9 postupy, \u010d\u00edm sa zvy\u0161uje kvalita poskytovania slu\u017eieb. <\/p>\n<p><img decoding=\"async\" alt=\"\u010co je kni\u017enica ITIL a pre\u010do je potrebn\u00e1 pre va\u0161u spolo\u010dnos\u0165\" 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>Pre\u010do je to potrebn\u00e9?<\/h3>\n<p>\nS ka\u017ed\u00fdm rokom hraj\u00fa informa\u010dn\u00e9 technol\u00f3gie (IT) \u010doraz d\u00f4le\u017eitej\u0161iu \u00falohu v podnikan\u00ed. IT umo\u017e\u0148uj\u00fa organiz\u00e1ci\u00e1m by\u0165 konkurencieschopn\u00fdmi, preto\u017ee poskytuj\u00fa n\u00e1stroje na zhroma\u017e\u010fovanie, spracovanie, ukladanie a anal\u00fdzu ve\u013ek\u00fdch objemov inform\u00e1ci\u00ed na \u00fa\u010dely obchodn\u00fdch rozhodnut\u00ed. Firmy, ktor\u00e9 lep\u0161ie ovl\u00e1daj\u00fa informa\u010dn\u00e9 technol\u00f3gie, dosahuj\u00fa lep\u0161ie v\u00fdsledky, preto\u017ee maj\u00fa konkuren\u010dn\u00fa v\u00fdhodu v podobe n\u00e1stroja, ktor\u00fd im umo\u017e\u0148uje maxim\u00e1lne vyu\u017ei\u0165 dostupn\u00e9 d\u00e1ta na dosiahnutie ziskov. Tak\u017ee IT je prostriedkom na zvy\u0161ovanie efektivity pr\u00e1ce celej organiz\u00e1cie. <\/p>\n<p>U\u017e nieko\u013eko desa\u0165ro\u010d\u00ed informatiz\u00e1cia podnikania hr\u00e1 \u010doraz d\u00f4le\u017eitej\u0161iu \u00falohu v efekt\u00edvnom fungovan\u00ed spolo\u010dnost\u00ed. Na r\u00f4znych f\u00e1zach existencie IT sa uskuto\u010dnilo mno\u017estvo pokusov o ich vyu\u017eitie v obchodn\u00fdch procesoch, a nie v\u0161etky sa uk\u00e1zali ako efekt\u00edvne. Tak vznikla potreba akumulova\u0165 svetov\u00e9 sk\u00fasenosti vyu\u017e\u00edvania IT v podnikan\u00ed, ktor\u00e1 bola nakoniec realizovan\u00e1 vo forme kni\u017enice ITIL, obsahuj\u00facej metodol\u00f3giu riadenia a zlep\u0161ovania obchodn\u00fdch procesov, ktor\u00e9 s\u00fa ak\u00fdmko\u013evek sp\u00f4sobom spojen\u00e9 s IT. Kni\u017enicu ITIL m\u00f4\u017eu vyu\u017ei\u0165 ako spolo\u010dnosti poskytuj\u00face slu\u017eby v oblasti IT, tak aj jednotliv\u00e9 oddelenia spolo\u010dnost\u00ed in\u00fdch profilov, ktor\u00e9 zabezpe\u010duj\u00fa fungovanie IT pre cel\u00fa organiz\u00e1ciu. Smernice ITIL sa vyu\u017e\u00edvaj\u00fa v takom pr\u00edstupe k riadeniu a organiz\u00e1cii IT slu\u017eieb ako ITSM.<\/p>\n<h3>\u010co je to ITIL<\/h3>\n<p>\nKni\u017enica IT infrastructure library (ITIL) alebo Kni\u017enica infra\u0161trukt\u00fary informa\u010dn\u00fdch technol\u00f3gi\u00ed je s\u00e9ria kn\u00edh, ktor\u00e1 obsahuje s\u00fabor pokynov na riadenie, ladenie a neust\u00e1le zlep\u0161ovanie podnikov\u00fdch procesov s\u00favisiacich s IT. <\/p>\n<p>Prv\u00e1 ed\u00edcia kni\u017enice bola vytvoren\u00e1 na objedn\u00e1vku britskej vl\u00e1dy v rokoch 1986-1989 a za\u010dala sa publikova\u0165 v roku 1992, pri\u010dom posledn\u00e1, tretia verzia, ITIL V3, bola vydan\u00e1 v roku 2007. Najnov\u0161ia ed\u00edcia kni\u017enice, vydan\u00e1 v roku 2011, sa sklad\u00e1 z 5 zv\u00e4zkov. Na za\u010diatku roka 2019 bol vydan\u00fd predchodca \u0161tvrtej verzie kni\u017enice V4, ktor\u00fa pln\u00fa verziu vydavate\u013e AXELOS zverejn\u00ed pribli\u017ene o rok nesk\u00f4r.<\/p>\n<h3>\u0160trukt\u00fara a obsah kni\u017enice ITIL<\/h3>\n<p>\nPri v\u00fdvoji tretej ed\u00edcie bol pou\u017eit\u00fd nov\u00fd pr\u00edstup k formovaniu jej obsahu, takzvan\u00fd \"\u017eivotn\u00fd cyklus slu\u017eby\". Jeho podstata spo\u010d\u00edva v tom, \u017ee ka\u017ed\u00fd zv\u00e4zok kni\u017enice sa zameriava na ur\u010dit\u00fa f\u00e1zu \"\u017eivotn\u00e9ho cyklu\". Preto\u017ee pod\u013ea kni\u017enice ITIL existuje p\u00e4\u0165 f\u00e1z tohto cyklu, existuje aj p\u00e4\u0165 kn\u00edh v nej obsiahnut\u00fdch:<\/p>\n<ul>\n<li>\u0160trat\u00e9gia slu\u017eieb (Service Strategy);<\/li>\n<li>N\u00e1vrh slu\u017eieb (Service Design);<\/li>\n<li>Transform\u00e1cia slu\u017eieb (Service Transition);<\/li>\n<li>Prev\u00e1dzka slu\u017eieb (Service Operation);<\/li>\n<li>Neust\u00e1le zlep\u0161ovanie slu\u017eieb (Continual Service Improvement).<\/li>\n<\/ul>\n<p>\n<img decoding=\"async\" alt=\"\u010co je kni\u017enica ITIL a pre\u010do je potrebn\u00e1 pre va\u0161u spolo\u010dnos\u0165\" src=\"\/wp-content\/uploads\/2019\/04\/77fd85f930417c390c364286f2f558ba.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nPrv\u00e1 f\u00e1za \u0160trat\u00e9gia slu\u017eieb pom\u00e1ha podnikom pochopi\u0165, kto je ich cie\u013eov\u00e1 skupina, ak\u00e9 s\u00fa ich potreby, a teda ak\u00e9 slu\u017eby s\u00fa pre nich potrebn\u00e9, ak\u00e9 vybavenie je potrebn\u00e9 na poskytovanie t\u00fdchto slu\u017eieb a vypracovanie po\u017eiadaviek na ich realiz\u00e1ciu. Takisto v r\u00e1mci \u0160trat\u00e9gie slu\u017eieb prebieha neust\u00e1le prisp\u00f4sobovanie pr\u00e1ce s cie\u013eom pochopi\u0165, \u010di cena slu\u017eby zodpoved\u00e1 hodnot\u00e1m, ktor\u00e9 m\u00f4\u017ee klient z tejto slu\u017eby z\u00edska\u0165.<\/p>\n<p>Nasleduje f\u00e1za N\u00e1vrhu slu\u017eieb, ktor\u00e1 zabezpe\u010duje, \u017ee slu\u017eba \u00faplne sp\u013a\u0148a o\u010dak\u00e1vania klienta.<\/p>\n<p>F\u00e1za Transform\u00e1cie slu\u017eieb je zodpovedn\u00e1 za v\u00fdrobu a \u00faspe\u0161n\u00fa realiz\u00e1ciu slu\u017eby, ktor\u00fa klient potrebuje. Na tejto \u00farovni prebieha testovanie, kontrola kvality, realiz\u00e1cia produktu a podobne.<\/p>\n<p>Nasleduje f\u00e1za Prev\u00e1dzky slu\u017eieb, pri ktorej doch\u00e1dza k pl\u00e1novit\u00e9mu poskytovaniu slu\u017eieb, pr\u00e1ce podpory na rie\u0161enie lok\u00e1lnych probl\u00e9mov, zbieranie datab\u00e1zy opakuj\u00facich sa probl\u00e9mov pre \u010fal\u0161ie zlep\u0161ovanie kvality poskytovania slu\u017eieb.<\/p>\n<p>Poslednou f\u00e1zou je Neust\u00e1le zlep\u0161ovanie slu\u017eieb, zodpovedaj\u00face za zmeny a vylep\u0161enia na v\u0161etk\u00fdch etap\u00e1ch v\u00fdroby slu\u017eby a za efekt\u00edvnos\u0165 fungovania v\u0161etk\u00fdch procesov organiz\u00e1cie.<\/p>\n<p>T\u00fdchto p\u00e4\u0165 f\u00e1z tvoria z\u00e1klad \u0161trukt\u00fary \u017eivotn\u00e9ho cyklu slu\u017eby, k\u013e\u00fa\u010dov\u00e9 pojmy, s ktor\u00fdmi je mo\u017en\u00e9 pracova\u0165 v kontexte ITIL. <\/p>\n<p>Ka\u017ed\u00e1 f\u00e1za (a t\u00fdm aj kniha) pokr\u00fdva r\u00f4zne aspekty riadenia podnikania. Ako pr\u00edklad m\u00f4\u017eeme uvies\u0165: Riadenie dopytu, Riadenie financi\u00ed v oblasti IT slu\u017eieb, riadenie dod\u00e1vok a mnoh\u00e9 \u010fal\u0161ie.<\/p>\n<h3>Princ\u00edpy vyu\u017e\u00edvania kni\u017enice ITIL<\/h3>\n<p>\nKe\u010f\u017ee ITIL je jedn\u00fdm z k\u013e\u00fa\u010dov\u00fdch aspektov pri uplat\u0148ovan\u00ed pr\u00edstupu ITSM v riaden\u00ed podnikania, hlavn\u00e9 princ\u00edpy pou\u017e\u00edvania kni\u017enice vypl\u00fdvaj\u00fa z filozofie ITSM. Hlavnou my\u0161lienkou pr\u00edstupu ITSM je presun pozornosti z technol\u00f3gi\u00ed na poskytovan\u00e9 slu\u017eby. Pr\u00edstup ITSM predpoklad\u00e1, \u017ee namiesto technol\u00f3gie by sa organiz\u00e1cia mala s\u00fastredi\u0165 na z\u00e1kazn\u00edkov a slu\u017eby. Tak\u017ee podnik mus\u00ed zamera\u0165 na to, ak\u00e9 mo\u017enosti a v\u00fdsledky technol\u00f3gie m\u00f4\u017eu poskytn\u00fa\u0165 klientovi, ak\u00e9 hodnoty m\u00f4\u017ee podnik vytvori\u0165, a ak\u00fdm sp\u00f4sobom sa m\u00f4\u017ee zlep\u0161ova\u0165.<\/p>\n<p>Desa\u0165 k\u013e\u00fa\u010dov\u00fdch princ\u00edpov, prevzat\u00fdch z pr\u00edru\u010dky \u201eITIL Practitioner Guidance\u201c, ktorej autormi s\u00fa Kaimar Karu a \u010fal\u0161\u00ed v\u00fdvoj\u00e1ri kni\u017enice, je uveden\u00fdch ni\u017e\u0161ie:<\/p>\n<ul>\n<li>Zameriavajte sa na hodnoty;<\/li>\n<li>Navrhujte pre prax;<\/li>\n<li>Za\u010dnite odtia\u013e, kde sa pr\u00e1ve nach\u00e1dzate;<\/li>\n<li>Pristupujte k pr\u00e1ci holisticky;<\/li>\n<li>Postupujte iterat\u00edvne;<\/li>\n<li>Sledujte procesy priamo;<\/li>\n<li>Bu\u010fte transparentn\u00ed;<\/li>\n<li>Interagujte;<\/li>\n<li>Hlavn\u00fd princ\u00edp: jednoduchos\u0165;<\/li>\n<li>Uplat\u0148ujte tieto princ\u00edpy v praxi.<\/li>\n<\/ul>\n<p>\nM\u00f4\u017eeme us\u00fadi\u0165, \u017ee tieto princ\u00edpy, k\u013e\u00fa\u010dov\u00e9 pre ITIL, mo\u017eno v ur\u010dit\u00fdch form\u00e1ch uplatni\u0165 aj pri in\u00fdch pr\u00edstupe a metodol\u00f3giach v riaden\u00ed podnikania, v\u00fdvoji produktu at\u010f. (Lean, agile a in\u00e9), \u010do len potvrdzuje, \u017ee tieto princ\u00edpy funguj\u00fa. Ke\u010f\u017ee kni\u017enica ITIL sa opiera o dlhoro\u010dn\u00e9 sk\u00fasenosti mnoh\u00fdch organiz\u00e1ci\u00ed, tieto princ\u00edpy sa stali z\u00e1kladn\u00fdmi pre efekt\u00edvne fungovanie podniku. <\/p>\n<p>Ke\u010f\u017ee tieto princ\u00edpy s\u00fa relat\u00edvne nespecifick\u00e9, maj\u00fa ako n\u00e1stroj vlastnos\u0165 flexibility. Jeden z hlavn\u00fdch princ\u00edpov pri pr\u00e1ci s ITIL znie nasledovne: \u201eAdopt and adapt\u201c, teda \u201ePrijmi a prisp\u00f4sobuj\u201c. <\/p>\n<p>Pod \u201ePrijmi\u201c sa rozumie prijatie filozofie ITIL podnikmi s posunom pozornosti na z\u00e1kazn\u00edkov a slu\u017eby. Tvrdenie \u201ePrisp\u00f4sobuj\u201c nazna\u010duje zamyslen\u00e9 vyu\u017e\u00edvanie najlep\u0161\u00edch prakt\u00edk ITIL a ich adapt\u00e1ciu na potreby konkr\u00e9tneho podniku.<\/p>\n<p>T\u00fdmto sp\u00f4sobom je mo\u017en\u00e9 zaviaza\u0165 sa k pr\u00edstupu, ktor\u00fd je v s\u00falade s princ\u00edpmi ITIL, pri\u010dom vyu\u017e\u00edvanie usmernen\u00ed z kni\u017enice m\u00f4\u017ee zmeni\u0165 a z\u00e1sadne zlep\u0161i\u0165 r\u00f4zne procesy organiz\u00e1cie. <\/p>\n<h3>Tak\u017ee, z\u00e1very<\/h3>\n<p>\nITIL vyu\u017e\u00edva nov\u00fd pr\u00edstup k v\u00fdvoju a poskytovaniu slu\u017eieb v oblasti IT, pri ktorom sa zoh\u013ead\u0148uje cel\u00fd \u017eivotn\u00fd cyklus IT slu\u017eieb. Tento syst\u00e9mov\u00fd pr\u00edstup k riadeniu slu\u017eieb v oblasti IT umo\u017e\u0148uje firm\u00e1m na maximum vyu\u017ei\u0165 mo\u017enosti, ktor\u00e9 poskytuje kni\u017enica ITIL: riadi\u0165 rizik\u00e1, vyv\u00edja\u0165 produkty, zlep\u0161ova\u0165 vz\u0165ahy so z\u00e1kazn\u00edkmi, optimalizova\u0165 n\u00e1klady, zr\u00fdchli\u0165 procesy a zvy\u0161ova\u0165 po\u010det slu\u017eieb v\u010faka spr\u00e1vnemu n\u00e1vrhu IT prostredia. <\/p>\n<p>Ke\u010f\u017ee podmienky podnikania sa neust\u00e1le menia, kni\u017enica ITIL sa tie\u017e mus\u00ed men\u0161i\u0165 a zdokona\u013eova\u0165, aby najlep\u0161ie vyhovovala v\u0161etk\u00fdm po\u017eiadavk\u00e1m s\u00fa\u010dasn\u00e9ho sveta. Na za\u010diatku roka 2019 je napl\u00e1novan\u00e9 vydanie novej verzie kni\u017enice ITIL a jej praktick\u00e9 uplatnenie uk\u00e1\u017ee, ktor\u00fdm smerom sa bude rozv\u00edja\u0165 podnik a jeho procesy.<\/p>\n<h3>Literat\u00fara<\/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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