With the advent of the online banking application emerges the new requirement of managing the IT services since the use of Information Technology (IT) led to a shift from a technology focus to service focus in managing IT. Alten Italia, responds to this challenge by adopting ITIL V3 (Information Technology Infrastructure Library Version 3) as IT Service Management (ITSM) framework within the enterprises in order to provide an IT service support that is directed toward delivering value to the business and fitting the business needs. The project developed during the period of internship at Alten Italia which is an external IT service provider for UBIS (UniCredit Business Information Service), deals with the activities of service support and service improvement for the Foreign Settlement Department (FSD) application in UBIS. The paper presents the application of ITIL V3 in order to support the services offered by the FSD application especially the Guarantees application and the use of ITIL V3 Continual Service Improvement in order to improve and optimize the maintained services.
Con l'avvento delle applicazioni di online banking è divenuta particolarmente importante la capacità di gestione dei servizi IT, poichè l'uso dell' Information Technology (IT) ha condotto ad uno spostamento del focus dalla tecnologia ai servizi. Alten Italia risponde a questa sfida adottando ITIL V3 (Information Technology Infrastructure Library Version 3) come framework di IT Service Management (ITSM) allo scopo di fornire un supporto ai servizi IT direttamente focalizzato nel soddisfare i bisogni e portare valore aggiunto al business delle imprese. Il progetto sviluppato durante il periodo di internship in Alten Italia, che è un fornitore esterno di servizi IT per UBIS (UniCredit Business Information Service), riguarda le attività di supporto e miglioramento del servizio per l'applicazione del Foreign Settlement Department (FSD) in UBIS. Il documento descrive l'applicazione dell' ITIL V3 nel supporto ai servizi offerti dall'applicazione FSD, in particolare per il prodotto delle Garanzie internazionali, e l'utilizzo dell' ITIL V3 Continual Service Improvement per il miglioramento e l'ottimizzazione dei servizi manutenuti.
Maintenance of IT services through ITIL continual service improvement
ESTEPHANE, RANA
2012/2013
Abstract
With the advent of the online banking application emerges the new requirement of managing the IT services since the use of Information Technology (IT) led to a shift from a technology focus to service focus in managing IT. Alten Italia, responds to this challenge by adopting ITIL V3 (Information Technology Infrastructure Library Version 3) as IT Service Management (ITSM) framework within the enterprises in order to provide an IT service support that is directed toward delivering value to the business and fitting the business needs. The project developed during the period of internship at Alten Italia which is an external IT service provider for UBIS (UniCredit Business Information Service), deals with the activities of service support and service improvement for the Foreign Settlement Department (FSD) application in UBIS. The paper presents the application of ITIL V3 in order to support the services offered by the FSD application especially the Guarantees application and the use of ITIL V3 Continual Service Improvement in order to improve and optimize the maintained services.| File | Dimensione | Formato | |
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2013_12_Estephane.pdf
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Descrizione: Maintenance of IT services through ITIL Continual Service Improvement
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https://hdl.handle.net/10589/88321