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Universidad Privada San Juan Bautista UNIVERSIDAD PRIVADA SAN JUAN BAUTISTA FACULTAD DE INGENIERÍA ESCUELA PROFESIONAL DE INGENIERÍA DE CÓMPUTO Y SISTEMAS HERRAMIENTAS DE SOFTWARE HP BASADAS EN ITIL V3 MONOGRAFÍA PRESENTADO POR LOS BACHILLERES VICTOR HUGO MACHUCA DIAZ CORINA BETSABETH SANDOVA LUIS MELENDEZ DANTE LIMA PERÚ 2015 INDICE INTRODUCCIÓN...................................................................................................4 CAPITULO I – CONCEPTOS BÁSICOS....................................................................5 1.1. Itil v3......................................................................................................5 1.1.1. Definición............................................................................................5 a. Estrategia del Servicio............................................................................5 b. Diseño del Servicio.................................................................................6 c. Transición del Servicio............................................................................7 d. Operación del Servicio............................................................................7 e. Mejora Continua del Servicio..................................................................7 1.2. Hp........................................................................................................... 8 1.2.1. Historia.............................................................................................8 1.2.2. La separación de Hewlett Packard.................................................11 1.3. ITSM..................................................................................................... 11 1.3.1. Definición.......................................................................................11 1.3.2. Alineación con los objetivos del negocio........................................12 1.4. Gobierno TI...........................................................................................13 1.4.1. Definición.......................................................................................13 1.4.2. Principios para un buen Gobierno..................................................13 1.4.3. La dirección de TI gobernara mediante estos 3 principios según la norma. 14 1.5. Computación en la Nube......................................................................15 1.5.1. Características...............................................................................15 1.5.2. Modelos de Servicio.......................................................................16 1.5.3. Modelos de Despliegue..................................................................17 CAPITULO II – HERRAMIENTAS DE SOFTWARE HP BASADOS EN ITIL V3............17 2.1. HP IT Executive Scorecard - Cuadros de Mando y Gestión del Rendimiento TI...............................................................................................17 2.1.1. Gestión del rendimiento.................................................................18 2. 1.2. Información personalizada para cada rol.......................................18 2. 1.3 Principales características y beneficios..........................................19 2.1.4. Transparencia.................................................................................21 2.2. HP Service Manager.............................................................................21 2.3. HP Project and Portfolio Management (PPM) - Gestión de la demanda y los proyectos..................................................................................................25 2.4. HP Asset Manager - Gestión de activos................................................30 2.5. HP Business Availability Center (BAC) - Disponibilidad de los servicios de negocio / Rendimiento de aplicaciones.....................................................33 2.6. HP Operations Manager - Optimización de la infraestructura / Monitorización de servicios TI........................................................................36 2.7. HP Network Node Manager i-series (NNMi) - Gestión de redes.............40 2.8. HP Data Center Automation Center - Automatización del Centro de Datos43 2.9. ...HP Client Automation Center y HP Discover and Dependency Mapping Inventory (DDMI)...............................................................................................47 2.10. Openview Service Desk........................................................................50 2.11. Service Anywhere.................................................................................52 2.11.1. Definición........................................................................................52 2.11.2. Características................................................................................53 CAPITULO III – CASOS DE ÉXITO........................................................................54 3.1. Bimbo..................................................................................................... 54 CONCLUSIONES.................................................................................................59 RECOMENDACIONES.........................................................................................60 BIBLIOGRAFÍA....................................................................................................61 INTRODUCCIÓN. La rápida evolución de las Tecnologías de la Información y su implantación en las empresas, no se produce de manera correcta en ciertas ocasiones. A veces, es debido a la falta de previsión, en otras ocasiones, a un crecimiento muy rápido de la propia empresa y por tanto, de sus sistemas de información para soportar su infraestructura. Por una u otras razones, es frecuente en la pequeña y mediana empresa dedica a los servicios y a las tecnologías de la información, encontrar problemas en la organización de sus sistemas y la utilización en exceso del método “apagafuegos”. Es por eso que en este trabajo de investigación, conoceremos las variedades de herramientas propias de HP basados en las buenas prácticas de ITIL, que ayudaran a resolver estos inconvenientes, adaptándolas a nuestras necesidades; no sin antes entender algunos conceptos básico que ayudaran a comprender más acerca del tema ; cabe señalar que la finalidad de este trabajo es mostrar a detalle lo que ofrece HP basado en ITIL y a la ves comprender la importancia y el impacto que sería implementarlas en las empresas. CAPITULO I – CONCEPTOS BÁSICOS 1.1. Itil v3 1.1.1. Definición. La Biblioteca de Infraestructura de Tecnologías de Información, frecuentemente abreviada ITIL (del inglés Information Technology Infrastructure Library), es un conjunto de conceptos y prácticas para la gestión de servicios de tecnologías de la información, el desarrollo de tecnologías de la información y las operaciones relacionadas con la misma en general. ITIL da descripciones detalladas de un extenso conjunto de procedimientos de gestión ideados para ayudar a las organizaciones a lograr calidad y eficiencia en las operaciones de TI. Estos procedimientos son independientes del proveedor y han sido desarrollados para servir como guía que abarque toda infraestructura, desarrollo y operaciones de TI. En ITIL v3 reestructura el manejo de los temas para consolidar el modelo de "ciclo de vida del servicio" separando y ampliando algunos subprocesos hasta convertirlos en procesos especializados. Esta modificación responde a un enfoque empresarial para grandes corporaciones que utilizan ampliamente ITIL en sus operaciones y aspira a consolidar el modelo para conseguir aún mejores resultados. Es por ello que los especialistas recomiendan que empresas emergentes o medianas no utilicen ITIL v3 si no cuentan con un modelo ITIL consolidado y aspiran a una expansión a muy largo plazo. ITIL v3 consta de 5 libros basados en el ciclo de vida del servicio: a) Estrategia del Servicio b) Diseño del Servicio c) Transición del Servicio d) Operación del Servicio e) Mejora Continua del Servicio a. Estrategia del Servicio. Se enfoca en el estudio de mercado y posibilidades mediante la búsqueda de servicios innovadores que satisfagan al cliente tomando en cuenta la real factibilidad de su puesta en marcha. Así mismo se analizan posibles mejoras para servicios ya existentes. Se verifican los contratos con base en las nuevas ofertas de proveedores antiguos y posibles nuevos proveedores, lo que incluye la renovación o revocación de los contratos vigentes. Los conceptos dentro de la publicación se han aclarado, sin necesidad de cambiar el mensaje general. La publicación actualizada incluye una orientación más práctica y con más ejemplos. Financial Management for IT services (Gestión Financiera de TI) La gestión financiera de TI ha ampliado para incluir algunos de los elementos clave de la ITIL publicaciones anteriores que habían sido excluidos en la edición 2007 de la Estrategia del Servicio – tales como contabilidad, elaboración de presupuestos y de cargos. Business Relationship Management (Gestión de Relaciones del Negocio) Este es un nuevo proceso que se asemeja al existente en la ISO 20.000. Se hace una diferenciación para los distintos proveedores de servicio: tipo I, II y III . Se brinda una explicación diferente para cada tipo de proveedor. Governance (Gobierno) Ahora hay más detalles sobre el concepto de Gobierno, incluida una definición más completa de su significado, la diferencia entre el gobierno y gestión, un marco de gobierno, y cómo la gestión del servicio se relaciona con el gobierno. Cloud Computing (Computación en la nube) Se
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