Get Your Best Practices in Order:
ITSM and Your Organization
Nasser El-Batal
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Attendee Information
Open and hide your control
panel with orange a...
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Presenter
Nasser El-Batal
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Trademarks & Recognitions
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Business Needs (Sample)
 Enterprises are under constant pressure t...
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ITSM
Program
scope
Initiate
Plan
Execute
Monitor and
Control
Close
...
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 The variety of IT models, standards and best
practices must be we...
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Make Your Own Framework
 ITIL – ISO/IEC20000
The over arching serv...
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TOGAF and Other Management Frameworks
TOGAF
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TOGAF and Other Management Frameworks
Architecture
Domains,
Develo...
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Structure your Program (sample)
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Goal-Based processes priorities (Sample)
 The following Goals Cas...
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Benefits of ITSM Implementation Against CMMi
PROCESS
MATURITY
Init...
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Assessment Results (Sample)
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Assessment Overview (Sample)
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High Level Roadmap (Sample)
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 Establish an Enterprise Architecture Framework to guide, inform ...
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Important
Considerations
to the Approach
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Establish Organizational Governance Structure
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Use Project Management Framework
 Project Management provides the...
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Follow Continual Service Improvement approach
Produce meaningful
m...
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Be aware of Implementation Impact Areas
 Implementation has an im...
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Challenges,
Critical Success
Factors and Risks
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Critical Success Factors
 Understand Business and IT strategy and...
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Critical Success Factors
 Ensure Program Owner/Champion, Service ...
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Challenges / Risks
 Working under pressure and in reactive mode w...
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Challenges / Risks
 Mis-understanding business strategy and/or
re...
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TOGAF® 9.1
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 The Open Group Architecture Framework
(TOGAF) is an important en...
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TOGAF Architecture Domains
 Enterprise Architecture Perspectives
...
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TOGAF 9.1 - The Big Picture
TOGAF Enterprise
Continuum & Tools
TOG...
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TOGAF 9.1 Components
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The Heart of TOGAF (the ADM Process)
The Architecture
Development
...
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Capability-Based Planning (Increments & Dimensions)
Capability
Cap...
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Using ADM for Capability-Based Planning
Capability
(outcome-orient...
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EA - Stand-alone or Complementary
Zachman Framework
Federal Enterp...
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ITIL®
Service Lifecycle
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What is ITIL®
 The most widely accepted Framework of IT
service m...
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ITIL® Service Lifecycle (Core Guidance)
ST
BTI
Controls
ELS
CSI
Im...
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ITIL® Service Lifecycle – Big Picture
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COBIT® 5
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What is COBIT?
 Control Objectives for Information and Related
Te...
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COBIT 5 Principles
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Principle 1: Meeting Stakeholder Needs
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Principle 2:
Covering the Enterprise End–to–End
Governance Enabler...
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Principle 3:
Applying a Single Integrated Framework
Enablers provi...
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Principle 4:
Enabling a Holistic Approach
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Principle 5 - Governance and Management
Defined
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 Governance ensures that stakeholder needs,
conditions and option...
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COBIT 5 Process Reference Model
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Skills Framework
Certification Programs
Consult your Global Knowle...
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Thank You.
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Get your best practices in order-ITSM and Your Organization

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Choose the right solution within the ITSM Program Scope and dive deeper into ITIL, COBIT and TOGAF with this enlightening presentation. Consider challenges, critical success factors and risks as well.

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Get your best practices in order-ITSM and Your Organization

  1. 1. Get Your Best Practices in Order: ITSM and Your Organization Nasser El-Batal
  2. 2. 2© Copyright Ahead Technology Inc. All rights reserved Attendee Information Open and hide your control panel with orange arrow Join audio: • Choose “Mic & Speakers” to use VoIP • Choose “Telephone” and dial using the information provided Submit questions and comments via the Questions panel Note: Today’s presentation is being recorded and will be provided
  3. 3. 3© Copyright Ahead Technology Inc. All rights reserved Presenter Nasser El-Batal
  4. 4. 4© Copyright Ahead Technology Inc. All rights reserved Trademarks & Recognitions
  5. 5. 6© Copyright Ahead Technology Inc. All rights reserved Business Needs (Sample)  Enterprises are under constant pressure to: - Identify and Deliver business outcome - Achieve and sustain value creation & benefit realization over time - Establish appropriate governance model & meet regulatory requirements - Align & conform to major frameworks and standards - Establish meaningful Business Relationship Model (BRM) - Increase and improve • Customer Satisfaction • IT Efficiency & Effectiveness • Stakeholders Communication - Ensure business and IT collaboration
  6. 6. 7© Copyright Ahead Technology Inc. All rights reserved ITSM Program scope Initiate Plan Execute Monitor and Control Close Security Mgt Control and Governance Maturity ArchitectureFinancial Control Service Lifecycle Other ITSM STD QM STD Choosing the right solution
  7. 7. 8© Copyright Ahead Technology Inc. All rights reserved  The variety of IT models, standards and best practices must be well understood in order to consider how they can be used together COBIT ISO/IEC20000ISO27001/2 ITIL Governance WHAT HOW SCOPE OF COVERAGE Others Understanding Frameworks Relationship & Scope © 2007 IT Governance Institute. All rights reserved. www.itgi.org Enterprise Architecture
  8. 8. 9© Copyright Ahead Technology Inc. All rights reserved Make Your Own Framework  ITIL – ISO/IEC20000 The over arching service management framework/standard Service /process definition, design, transition, implementation and on- going improvement  COBIT as the IT Governance and Controls framework Business goals cascading IT goals and IT processes Risk Management  TOGAF Business Reference Model (BRM). Enterprise Architecture framework and related domains and components (Business, Information, Application, and Technology), ADM, Content Framework. ACMM (Architecture Capability), OSIMM (Business Model), AICPA/CICA PMM GAPP (Privacy); etc…
  9. 9. 10© Copyright Ahead Technology Inc. All rights reserved TOGAF and Other Management Frameworks TOGAF
  10. 10. 11© Copyright Ahead Technology Inc. All rights reserved TOGAF and Other Management Frameworks Architecture Domains, Development, Stakeholders’ Management Guidelines, Principles, Baselines, Targets, Gaps, Roadmaps Risks Mgt, RACI Financial Management Business and/or ITIL–Srv Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Financial Mgt. CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Financial Mgt. 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  11. 11. 12© Copyright Ahead Technology Inc. All rights reserved Structure your Program (sample)
  12. 12. 13© Copyright Ahead Technology Inc. All rights reserved Goal-Based processes priorities (Sample)  The following Goals Cascade assumes the adherence to the following Business Goals - Optimization of business process functionality. • Strengthen the internal processes and process delivery of service provider as an organization until they are prepared to deliver value and effectiveness. - Customer oriented service culture. • Evolve a service catalogue and portfolio into services that are clarified, supported and advertised to the stakeholders and customers. Refine and perfect the model for how those services are delivered by service provider and measure how well they are received. - Stakeholder value of business investments. • Manage and refine the ‘value’ of Service Provider’s services and the organization. • Apply every method possible to improve benefits while balancing cost.
  13. 13. 14© Copyright Ahead Technology Inc. All rights reserved Benefits of ITSM Implementation Against CMMi PROCESS MATURITY Initial (0-0.99) Defined (2-2.99) Managed (3-3.99) Optimized (4-5.00) Repeatable (1-1.99) Best practices are followed and automated Processes are aligned with business objectives Processes are optimized toward customer service Continuous improvement Well-documented overall tool architecture with complete integration in all areas of people, process, and technology Loosely defined roles and responsibilities Processes are irregular, undefined, and used reactively Manual processes or a few specific discrete tools (pockets/islands) No internal resources are allocated to lead process maturity effort Roles and responsibilities are assigned Processes follow a regular pattern and are capable of being repeated Many discrete tools, but a lack of central control Data stored in separate locations Clearly defined and agreed roles and responsibilities Formal ITIL training plan and schedule Processes are documented and communicated Consolidated data retained and used for trending and forecasting Inter and intra process teamwork Quality-based performance incentives Processes are monitored and measured Info is produced from processes to support management decisions. Integrated toolsets, databases, and processes Level 2 Level 1 Level 3 Level 4 Level 5Note: • Focus on ‘improvements’ • Implementation will focus on control. • Process design should be ‘integrated’.
  14. 14. 15© Copyright Ahead Technology Inc. All rights reserved Assessment Results (Sample)
  15. 15. 16© Copyright Ahead Technology Inc. All rights reserved Assessment Overview (Sample)
  16. 16. 17© Copyright Ahead Technology Inc. All rights reserved High Level Roadmap (Sample)
  17. 17. 18© Copyright Ahead Technology Inc. All rights reserved  Establish an Enterprise Architecture Framework to guide, inform and accelerate Service Management projects and initiatives.  Develop a governance model for managing the Enterprise Architecture with corresponding RACI charts and an Enterprise Architecture Compliance model.  Formalizing the Service Management Plan & roadmap as part of the first steps in implementing a service management culture.  Build an ITSM Business Relationship Management framework.  Adopt and refine a service delivery model for shared services.  Define, select and implement an integrated IT Service Management tool.  Modify job descriptions to match changes to roles as an effect of introducing the new governance models.  Train staff in the industry frameworks and new/changed processes.  Introduce a Continual Service Improvement program across Service provider’s organization Recommendations (Sample)
  18. 18. 19© Copyright Ahead Technology Inc. All rights reserved Important Considerations to the Approach
  19. 19. 20© Copyright Ahead Technology Inc. All rights reserved Establish Organizational Governance Structure
  20. 20. 21© Copyright Ahead Technology Inc. All rights reserved Use Project Management Framework  Project Management provides the method, tools and techniques to plan, realize and deliver new or updated initiatives and improvement projects  The discipline of planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives in terms of quality, cost and time
  21. 21. 22© Copyright Ahead Technology Inc. All rights reserved Follow Continual Service Improvement approach Produce meaningful measurements & metrics. Monitor and review Initiate service & process improvement initiatives Develop plans, schedule and allocate resources Based on realistic measurable targets. Consider constraints – Time, Money and Resources Current state baselines, capability & maturity. Compare with best practice, legislation, policy, etc. In line with business vision, goals & objectives What is the ITSM Vision?1 How do we confirm milestones have been reached? How do we get where we want to be? Where do we want to be? Where are we now?2 3 4 5  Crown Copyright 2007. Reproduced under license from OGC How do we keep the momentum going? 6Communicate and recognize good work. Foster a service management culture Ongoing CSI 1-6 months 1-3 years
  22. 22. 23© Copyright Ahead Technology Inc. All rights reserved Be aware of Implementation Impact Areas  Implementation has an impact on many parts of the IT organization  Process re-engineering changes everything…  Crown Copyright 2007. Reproduced under license from OGC PROCESS PEOPLE MANAGEMENT TECHNOLOGY • Single Point of Accountability • Logical Group of Activities • Cross Departmental • Defined Procedures • Repeatable, Consistent • Global Standards • Enhanced Skills • Multi-Functional Teams • Values/Beliefs • Cultural Biases • Training • Career Development • Mgmt. Commitment • Mgmt. Participation • Compensation / Rewards • Values / Beliefs • Coaching / Enabler • Career Opportunities • Organizational Design • Teamwork Enabled • Service Management Tools • Integrated Data Sharing • Knowledge Management • Management Information
  23. 23. 24© Copyright Ahead Technology Inc. All rights reserved Challenges, Critical Success Factors and Risks
  24. 24. 25© Copyright Ahead Technology Inc. All rights reserved Critical Success Factors  Understand Business and IT strategy and goals  Securing Management commitment and Involvement  Understand your stakeholders, their impact and view points  Establish your Business Case  Ensure sufficient program funding  Allocate knowledgeable resources at the right level with proper RACI R&R mapping  Identify the program road map and CSFs
  25. 25. 26© Copyright Ahead Technology Inc. All rights reserved Critical Success Factors  Ensure Program Owner/Champion, Service Owner and Business Relationship Managers roles are in place  Adoption, definition and design relevant ITSM processes  Have the right tools to support your program  Establish a knowledge transfer program
  26. 26. 27© Copyright Ahead Technology Inc. All rights reserved Challenges / Risks  Working under pressure and in reactive mode will impact your benefit realization  Managing behavioral and cultural change  Lack of understanding of the roles and responsibilities – bad RACI  Inadequate resources, budget and time  Lack of information, monitoring and measurements to understand current status  Inappropriate tools and technologies  Unstructured implementation approach, even though we have a plan!!
  27. 27. 28© Copyright Ahead Technology Inc. All rights reserved Challenges / Risks  Mis-understanding business strategy and/or requirement  Lack of understanding how ITSM enables and supports business services and processes  Over-ambitious goals  “Tool” approach to Implementing ITSM
  28. 28. 29© Copyright Ahead Technology Inc. All rights reserved TOGAF® 9.1
  29. 29. 30© Copyright Ahead Technology Inc. All rights reserved  The Open Group Architecture Framework (TOGAF) is an important enabler and a framework for delivering Enterprise Architecture  TOGAF consists of a framework for categorizing what you need to capture about the enterprise and a definitive and proven step-by-step method, called the Architecture Development Method (ADM), for developing, implementing, and maintaining the enterprise architecture. What is TOGAF®?
  30. 30. 31© Copyright Ahead Technology Inc. All rights reserved TOGAF Architecture Domains  Enterprise Architecture Perspectives - Business architecture • Describes the processes the business uses to meet its goals. It links strategy formulation to strategy implementation. - Application architecture • Describes how specific applications are designed and how they interact with each other. - Data architecture • Describes the enterprise's logical and physical data resources and how the data is managed. - Technical architecture • Describes the hardware and software infrastructure that supports the business processes, applications, and their interactions.
  31. 31. 32© Copyright Ahead Technology Inc. All rights reserved TOGAF 9.1 - The Big Picture TOGAF Enterprise Continuum & Tools TOGAF ADM & Content Framework TOGAF Capability Framework Part II Architecture Development Method Part VII Architecture Capability Framework Part V Enterprise Continuum & Tools Part III ADM Guidelines & Techniques Part IV Architecture Content Framework Part VI TOGAF Reference Models BusinessVisionandDrivers BusinessCapabilities Informs the Business of the current state Ensures Realization of Business Vision Informs the capability Refines Understanding Business needs need into method Delivers new business solutions Operational changes cause updates Sets targets, KPIs, budgets for architecture roles Drives need for Architecture Capability Maturity
  32. 32. 33© Copyright Ahead Technology Inc. All rights reserved TOGAF 9.1 Components
  33. 33. 34© Copyright Ahead Technology Inc. All rights reserved The Heart of TOGAF (the ADM Process) The Architecture Development Method.
  34. 34. 35© Copyright Ahead Technology Inc. All rights reserved Capability-Based Planning (Increments & Dimensions) Capability Capability IncrementCapability IncrementCapability Increment People Dimension Individual Training Collective Training Professional Development Process Dimension Concepts Business Processes Information Management Material Dimension Infrastructure Information Technology Equipment
  35. 35. 36© Copyright Ahead Technology Inc. All rights reserved Using ADM for Capability-Based Planning Capability (outcome-oriented) Capability IncrementCapability IncrementCapability Increment Building Blocks (Deliverables) Corporate Strategic Plan Business Transformation Goals and Objective Manages & Creates Consists of Designates Architecture Vision (Phase A) Basis for Corporate Project Portfolios Architecture Definition (Phase B, C, D) Work Packages Corporate Project (across Portfolios) Transition Architecture (Phase E, F) Corporate Project Increments (across Portfolios) Architecture and Solution Building Blocks Basis for Capability Increment Solutions Work Packages Basis for Basis for All deliver Broken down into Consist of
  36. 36. 37© Copyright Ahead Technology Inc. All rights reserved EA - Stand-alone or Complementary Zachman Framework Federal Enterprise Architecture Framework Other Frameworks Support or Guidance DoD Architecture Framework TOGAF 9.1
  37. 37. 38© Copyright Ahead Technology Inc. All rights reserved ITIL® Service Lifecycle
  38. 38. 39© Copyright Ahead Technology Inc. All rights reserved What is ITIL®  The most widely accepted Framework of IT service management in the world.  Provides a cohesive set of best practice, drawn from the public and private sectors internationally.  Supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools – (Cabinet Office).  Provides a set of guidance for defining, strategizing, designing, transitioning and implementing integrated set of phases and processes covering the entire ITSM service lifecycle.
  39. 39. 40© Copyright Ahead Technology Inc. All rights reserved ITIL® Service Lifecycle (Core Guidance) ST BTI Controls ELS CSI Improve KPIs Metrics SO Delivery D2D Mgt SD STAMP PPPP SS Vision Outcome Value Serv. Desk Tech. Mgt Ops. Mgt App. Mgt Chartered Service Service Design Package Early Life Support Performance Reports Service Improvement Plan Service Lifecycle Phases Functional Groups Processes
  40. 40. 41© Copyright Ahead Technology Inc. All rights reserved ITIL® Service Lifecycle – Big Picture
  41. 41. 42© Copyright Ahead Technology Inc. All rights reserved COBIT® 5
  42. 42. 43© Copyright Ahead Technology Inc. All rights reserved What is COBIT?  Control Objectives for Information and Related Technology (COBIT) is a framework created by ISACA for information technology (IT) management and IT governance.  It is a supporting toolset that allows managers to bridge the gap between control requirements, technical issues and business risks.
  43. 43. 44© Copyright Ahead Technology Inc. All rights reserved COBIT 5 Principles
  44. 44. 45© Copyright Ahead Technology Inc. All rights reserved Principle 1: Meeting Stakeholder Needs
  45. 45. 46© Copyright Ahead Technology Inc. All rights reserved Principle 2: Covering the Enterprise End–to–End Governance Enablers comprising: • The organizational resources for governance • The enterprise’s resources • A lack of resources or enablers may affect the ability of the enterprise to create value Governance Scope comprising • The whole enterprise • An entity, a tangible or intangible asset, etc.
  46. 46. 47© Copyright Ahead Technology Inc. All rights reserved Principle 3: Applying a Single Integrated Framework Enablers provide structure to the COBIT 5 knowledge base
  47. 47. 48© Copyright Ahead Technology Inc. All rights reserved Principle 4: Enabling a Holistic Approach
  48. 48. 49© Copyright Ahead Technology Inc. All rights reserved Principle 5 - Governance and Management Defined
  49. 49. 50© Copyright Ahead Technology Inc. All rights reserved  Governance ensures that stakeholder needs, conditions and options are: - Evaluated to determine balanced, agreed-on enterprise objectives to be achieved - Setting direction through prioritization and decision making - Monitoring performance, compliance and progress against agreed direction and objectives (EDM)  Management plans, builds, runs and monitors activities in alignment with the direction set by the governance body to achieve the enterprise objectives (PBRM) Principle 5: Separating Governance from Management
  50. 50. 51© Copyright Ahead Technology Inc. All rights reserved COBIT 5 Process Reference Model
  51. 51. 52© Copyright Ahead Technology Inc. All rights reserved Skills Framework Certification Programs Consult your Global Knowledge Representative
  52. 52. 53© Copyright Ahead Technology Inc. All rights reserved Thank You. Questions!?

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