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IT Management Toolkit - ITIL Is Not Enough
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IT Management Toolkit - ITIL Is Not Enough



itSMF Egypt Third Annual Conference 01-10-2011

itSMF Egypt Third Annual Conference 01-10-2011



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  • Hi Ahmed, could you kindly share your presentations ? My email is nguyenhuuhieudng@gmail.com .
    Thank you so much !
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  • Dear Ahmed, kindly share all three of your ITIL presentations. My email id is deewanand@hotmail.com
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  • please i need it .could you send it to my e-mail : muhammad.mammdouh@gmail.com Thank you
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  • Thank you. Please me your e-mail and I will send you a pdf version
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  • The presentation is really great and informative. Can you please enable downloading. It will be helpful for me.
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IT Management Toolkit - ITIL Is Not Enough Presentation Transcript

  • 1. It Management Toolkititil is not enough
    Ahmed Al-Hadidi
    itSMF Egypt 3rdAnnual Conference 2011
  • 2. About the Speaker
    10 years of IT Experience
    Master of Business Administration (MBA)
    Diploma in Information Technology Management
    B.Sc. in Electronics Engineering
    ITIL V3 Service Operation
    PRINCE2 Foundation
    Six Sigma Green Belt
    EAITSM Member since 2009
  • 3. Agenda
    What is Driving IT Today?
    Understanding Individual Frameworks and Standards
    Frameworks and Standards Relation with ITIL
    Strategic Alignment Model Enhanced
    Guidelines for Successful Toolkit Implementation
  • 4. What is Driving IT Today?
  • 5. What is Driving IT Today?
  • 6. What is Driving IT Today?
  • 7. IT Organizations Transformation
  • 8. Can Business Answer These Questions?
  • 9. How many here use ITIL?
    How many here use ITIL with another framework(s)?
    How many here have heard of or participated in discussions on which is better?
    How many here have wondered how all these models and standards fit together and might use them all in his organization?
  • 10. It is Not Only ITIL !!
  • 11. It is Easy to Get Lost
  • 12. Frameworks Mix
    Most of the best practices and standards are not mutually exclusive and are most effective when used in combination such as ITIL, COBIT, CMM and ISO17799.
    Average development organizations increase productivity by 30% through the consistent use of IT Standards.
  • 13. Gartner’s Review of Models
  • 14. Putting All Together
  • 15. ITIL
    ITIL = Information Technology Infrastructure Library
    De facto reference for “Best Practice” processes in IT Service Management
    Set of ready-made “How To” references for managing IT
    Best Practice NOT Methodology
    Vendor/Solution agnostic
    Service life cycle approach
    5 Domains
  • 16. ITIL
  • 17. Vendor Frameworks Based on ITIL
  • 18. ISO/IEC 20000
    The ONLY formal international standard for IT Service Management
    Defines the requirements for an organization to deliver managed services
    Standard NOT Best Practice
    2 Parts:
    • Part 1: Specification (Shall)
    • 19. Part 2: Code of Practice (Should)
    5 core processes
  • 20. ISO/IEC 20000
  • 21. ISO/IEC 20000 Relation with ITIL
  • 22. ASL
    ASL = Application Services Library
    Derived from the first version of ITIL in the late 1990s
    A kind of “ITIL” for management, maintenance, enhancements, and renovations of business applications
    Covers all aspects of Application Management
    6 cluster of processes divided into 3 levels
  • 23. ASL
  • 24. ASL Relation with ITIL
    ASL views Application Management as unique discipline. ITIL treats it as a combination of application development and service management
    ITIL Application Management focuses on the manageability aspects of applications. ASL focuses on how Application Management is executed
    ITIL does not differentiate between the initial development of the application, and the enhancements and renovations
    ITIL is more for “Off-the-Shelves” applications
  • 25. ISO 27001
    Formal standard that details the requirements for establishing and maintaining an Information Security Management System (ISMS)
    Provides guidelines and recommendations for Security Management
    2 Parts:
    • ISO 27001:2005: Requirements
    • 26. ISO 17799:2005: Code of Practice
    • 27. 11 domains – 39 control objectives – 133 controls
  • ISO 27001 Relation with ITIL
    ISO 27001 outlines what security controls you need to have. ITIL shows you how to get there
    Main reference for ISM in ITIL is in the Service Design
  • 28. ITS-CMM
    ITS-CMM = IT Services Capability Maturity Model
    Specifies processes that are important for the delivery of services
    Describes the maturity of the organizations providing IT services
    Measures the capability of the IT services processes on a 5 level ordinal scale
    24 process areas (16 core, 1 shared, 7 service-specific)
  • 29. It is All a Question of Maturity
  • 30. ITS-CMM Model
  • 31. ITS-CMM Relation with ITIL
    ITIL is not a maturity model
    ITS-CMM provides roadmap of “What” an organization should implement to mature. ITIL provides the “How” in terms of implementation guidance
    ITS-CMM contains process areas for Service Delivery Planning and Service Quality Assurance
  • 32. ITS-CMM Relation with ITIL
  • 33. COBIT
    If You Can’t MEASUREIT, You Can’t CONTROLIT
    If You Can’t CONTROLIT, You Can’t MANAGEIT
  • 34. COBIT
    COBIT = Control Objectives for Information and related Technology
    De facto reference for IT controls
    Identifies IT process that should exist to ensure IT is aligned with business
    The ONLY IT management and control framework that covers the end-to-end IT life cycle
    4 domains – 34 control processes – 318 control objectives
    We continue to recommend that enterprises use COBIT to challenge their established IT governance procedures and to improve the controls they have in place.
  • 35. COBIT Framework
  • 36. COBIT Relation with ITIL
    They are not alternative approaches
    They are not mutually exclusive
    They are highly complementary
    COBIT outlines what you need to do. ITIL shows you how to get there
    ITIL is about best practice processes. COBIT is about control points
  • 37. COBIT Relation with ITIL
  • 38. IT Balanced Scorecard
    Derivative of the original Balanced Scorecard introduced by Kaplan and Norton in 1992
    Instrument to measure and manage IT performance and enable alignment between business and IT
    Plays an important role in COBIT
    The major advantage of the IT Balanced Scorecard is that it provides a systematic translation of the strategy into critical success factors and metrics, which realizes the strategy.
    CIO of a Belgian Financial Organization, 2006
  • 39. IT Balanced Scorecard
  • 40. IT Balanced Scorecard
    How does the users perceive the IT performance?
    How does the management view the IT performance?
    How effective and efficient are the IT processes?
    Is IT positioned to meet future challenges?
  • 41. IT Balanced Scorecard Relation with ITIL
    IT Balanced Scorecard translates ITIL KPI’s into business terms
    IT Balanced Scorecard measures efficiency and effectiveness of ITIL processes
  • 42. Six Sigma
    Business driven methodology for process improvement
    Focuses improvement activities on those business processes that really matter the business (CTQ)
    Tools used are applied using improvement framework known as DMAIC
    For companies already in the ITIL implementation, Forrester recommends enhancements to the measurement system through the use of Six Sigma.
  • 43. Six Sigma Relation with ITIL
    Six Sigma brings focus on ITIL processes that are CTQ
    Six Sigma helps ITIL to understand where are the defects within ITIL processes, what is the COPQ, etc.
    Six Sigma provides complementary tools to ITIL processes like cause and effect (fishbone) diagrams, control charts, etc.
  • 44. PRINCE2
    PRINCE2 = PRojects IN Controlled Environment
    De facto project management standard in the UK
    2 key principles:
    • Project should be derived by its business case
    • 45. Focus on products produced by the project NOT the activities to produce them
    • 46. 8 processes – 45 sub-processes
  • 47. PMBOK
    PMBOK = Project Management Body of Knowledge
    Project Management standard developed by Project Management Institute (PMI)
    Collection of processes and knowledge areas generally accepted as best practice within the project management discipline
    5 basic processes - 9 Knowledge areas – 44 processes
  • 48. PMBOK Relation with ITIL
  • 49. SAME
    Six Sigma
    IT Service CMM
  • 50. The Calder – Moir Model
  • 51. The Big Picture
  • 52. Recommendations From Forrester
    First COBIT for overall governance
    Then ITIL for IT Service Management
    Then ISO 27001for Information Security
    Balanced Scorecard for measurement and communication
    By year-end 2010, ITIL, Six Sigma and COBIT will become the de facto process, quality and governance frameworks utilized by IT operational groups.
    Gartner’s Research Director, Ed Holub
  • 53. Tips for Integrating Frameworks
    Start Simple
    Combine 2 or 3 at the most
    Begin at the Beginning, not the End
  • 54. Questions