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IT Service Management Toolkit IT IL BIT CO ISO 20 00 0 MOF 6∂ IT S CM Mi iS M C MM CM The Tools Why IT Service Management?Why IT Service ManagementThe Tools ITIL • Better align IT with business requirements COBIT MOF ISO 20000 CMMi • Improved IT governance ITSCMM Six Sigma CMMi for Services • Reduce cost of IT service provisionThe InstructionsThe Resources • Because everyone else is 1

The Tools IT Service Management – One DifficultyWhy IT Service ManagementThe Tools ITIL COBIT MOF ISO 20000 CMMi ITSCMM Responding to Service Disruptions Six Sigma Application CMMi for Services Windows Database NetworkThe Instructions UnixThe Resources Performing Production System Changes Planning for Capacity Needs The Tools ITIL Information Technology Infrastructure LibraryWhy IT Service ManagementThe Tools ITIL COBIT Control Objectives for Information Technology COBIT MOF ISO 20000 CMMi MOF Microsoft Operations Framework ITSCMM Six Sigma CMMi for ServicesThe Instructions ISO 20000 International Standards Organization 20000The Resources CMMi Capability Maturity Model Integration ITSCMM Information Technology Service CMM 6∂ Six Sigma CMMi for Services CMMi for Services 2

The Tools Guidance ClassificationWhy IT Service ManagementThe Tools ITIL deep COBIT MOF MOF ISO 20000 CMMi CMMi Coverage depth ITSCMM ITIL Six Sigma CMMi for Services CMMiSThe InstructionsThe Resources COBIT ITSCMM ISO 20000 flat 6∂ IT process coverage narrow broad The Tools ITIL – IT Infrastructure LibraryWhy IT Service ManagementThe Tools Service Security ITIL Support Service Management COBIT Delivery MOF ISO 20000 CMMi ITSCMM Six Sigma CMMi for ServicesThe Instructions IntroductionThe Resources to ITIL Business Perspective Vol 1 (2) Planning to ICT Implement Infrastructure Software ITIL Application Management Asset Management Management 3

The Tools ITIL – Service Support BookWhy IT Service ManagementThe Tools ITIL Service Desk COBIT MOF ISO 20000 CMMi Incident Management ITSCMM Six Sigma CMMi for Services Problem ManagementThe InstructionsThe Resources Change Management Release Management Configuration Management The Tools ITIL – Service Delivery BookWhy IT Service ManagementThe Tools Service Level Management ITIL COBIT MOF ISO 20000 Availability Management CMMi ITSCMM Six Sigma Capacity Management CMMi for ServicesThe InstructionsThe Resources IT Service Continuity Management 4

The Tools ITIL – IT Infrastructure LibraryWhy IT Service ManagementThe Tools Security Management ITIL Managing a defined level of security for information and IT COBIT Services MOF ISO 20000 CMMi ITSCMM Software Asset Management Six Sigma This book describes best practices for managing software and CMMi for Services software licensingThe InstructionsThe Resources Application Management This book covers the life cycle of software development from initial requirement, enhancement, defect through development, testing, release (via Release Management) support and archival. ICT Infrastructure Management This book details best practices for managing the IT infrastructure. All of these books overlap with more than one of the ITIL Service Support or Service Delivery processes. The Tools COBIT – Control Objectives for ITWhy IT Service ManagementThe Tools ITIL COBIT MOF ISO 20000 Executive Summary CMMi ITSCMM Six Sigma CMMi for ServicesThe InstructionsThe Resources Implementation Tool Set Framework: High Level Control Objectives Management Detailed Control Audit Guidelines Guidelines Objectives 5

The Tools COBIT – Control Objectives for ITWhy IT Service ManagementThe Tools Business ITIL COBIT MOF Requirements Information ISO 20000 IT CMMi ITSCMM Processes is contro Six Sigma lle d by CMMi for Services Control by re d Objectives made ef ithThe Instructions efficient suThe Resources ea implemen is m au to dit fective w in ed ed by t ted with la ns and tra fo ce rm for outcome an at rm ur ity Activity Audit Control fo er rp Goals Guidelines Practices fo Key Key Maturity Performance Goal Models Indicators Indicators The Tools COBIT – Developed with a Top Down ApproachWhy IT Service ManagementThe Tools ITIL COBIT Domains Plan and Organize (PO) MOF ISO 20000 4 Acquire and Implement (AI) CMMi Deliver and Support (DS) ITSCMM Six Sigma Monitor and Evaluate (M) CMMi for ServicesThe InstructionsThe Resources Processes 34 Activities 318 6

The Tools COBIT – Process DomainsWhy IT Service ManagementThe Tools Plan and Organize (PO) ITIL This domain covers strategy and tactics, and concerns the identification of the way that IT can best COBIT contribute to the achievement of the business objectoves. MOF ISO 20000 CMMi ITSCMM Acquire and Implement (AI) Six Sigma This domain covers the identification, development, acquisition, implementation, integration and CMMi for Services maintenance of IT solutionsThe InstructionsThe Resources Delivery and Support (DS) This domain covers the actual delivery of required services including service delivery, management of security and continuity, service support for users, and the management of data and operational facilities. Monitor and Evaluate (ME) This domain covers performance management and monitoring of internal control, regulatory compliance and governance. The Tools COBIT – Deliver and Support (DS) DomainWhy IT Service ManagementThe Tools DS1 – Define and Manage Service Levels ITIL COBIT DS2 – Manage Third Party Services MOF DS3 – Manage Performance and Capacity ISO 20000 DS4 – Ensure Continuous Service CMMi DS5 – Ensure Systems Security ITSCMM DS6 – Identify and Allocate Costs Six Sigma CMMi for Services DS7 – Educate and Train UsersThe Instructions DS8 – Manage Service Desk and IncidentsThe Resources DS9 – Manage the Configuration DS10 – Manage Problems DS11 – Manage Data DS12 – Manage the Physical Environment DS13 – Manage Operations 7

The Tools MOF – Microsoft Operations FrameworkWhy IT Service ManagementThe Tools Publication Description ITIL MOF Business value of MOF, why organizations COBIT Executive should adopt MOF, road map to adoption. MOF Overview ISO 20000 MOF Process High-level discussion of the MOF Process Model, CMMi Model for how it relates to the other models and disciplines, ITSCMM Operations and implementation scenarios. Six Sigma CMMi for Services MOF Team High-level discussion of the MOF Team Model,The Instructions Model for how it relates to the other models and disciplines,The Resources Operations and implementation scenarios. MOF Risk Detailed discussion of the MOF Risk Management Management Discipline and its importance to an Discipline for IT organization. Operations MOF service Detailed discussion of each service management function (SMF) as described in the management MOF Process Model for Operations paper. Also discusses in detail the relationship function between the SMFs, the other MOF models, and the Information Technology (SMF) guides Infrastructure Library (ITIL) disciplines. Operations Detailed discussion about the four operational management reviews, what they consist management of, and how they are conducted. review (OMR) guides The Tools MOF – Microsoft Operations FrameworkWhy IT Service ManagementThe Tools MOF principles and guidance are also organized around three core ITIL models, which are each manifested within the individual service COBIT MOF management functions (SMFs). These three models: ISO 20000 CMMi ITSCMM • MOF Team Model Six Sigma CMMi for Services • MOF Process ModelThe Instructions • MOF Risk ModelThe Resources 8

The Tools MOF – Team ModelWhy IT Service ManagementThe Tools ITIL Team Quality Goal COBIT MOF Release Release and change management ISO 20000 CMMi Infrastructure Management of physical ITSCMM environments and infrastructure tools Six Sigma CMMi for Services Support Quality customer support and aThe Instructions service cultureThe Resources Operations Predictable, repeatable, and automated system management Partner Mutually beneficial relationships with service and supply partners Security Protected corporate assets, controlled access, and proactive security planning For each team role cluster, the MOF team model defines: • activities and processes • typical ways in which these role clusters and responsibilities are identified in a production environment • common requirements for specialists within the role The Tools MOF – Process ModelWhy IT Service ManagementThe Tools ITIL COBIT MOF ISO 20000 CMMi ITSCMM Six Sigma CMMi for ServicesThe InstructionsThe Resources Service Management Functions Operations Management Reviews MOF Team Role Clusters 9

The Tools MOF – Process ModelWhy IT Service ManagementThe Tools ITIL Changing Quadrant COBIT MOF ISO 20000 CMMi ITSCMM Service Management Functions Six Sigma • Change Management CMMi for Services • Configuration ManagementThe Instructions • Release ManagementThe Resources Operations Management Reviews • Change Initiation Review • Release Readiness Review MOF Team Role Clusters • Release Role Cluster The Tools MOF – Risk ModelWhy IT Service ManagementThe Tools ITIL COBIT MOF ISO 20000 CMMi ITSCMM Six Sigma CMMi for ServicesThe InstructionsThe Resources • Provides a framework for organizations to identify, categorize, and manage risks proactively and continuously • Formalized, in order to ensure that team members are continually alert to the potential for risks that might result from IT activities 10

The Tools ISO 20000Why IT Service Management Organizational certification denoting IT service management quality. Must beThe Tools audited by a certified third party organization. The certificate is good for 3 years. ITIL All processes must pass the audit. COBIT MOF Based on: ISO 20000 CMMi • ISO 9000 ITSCMM • BS 15000 Six Sigma CMMi for ServicesThe InstructionsThe Resources Capacity Service level management Information security management Service reporting management Service continuity & Budgeting & accounting availability management for IT services Change management Configuration management Business relationship Release Incident management management management Problem management Supplier management The Tools CMMiWhy IT Service ManagementThe Tools Capability Maturity Model Integration (CMMi) is a process improvement ITIL approach that provides organizations with the essential elements of COBIT MOF effective processes ISO 20000 CMMi • Used to guide process improvement across a project, a division, or an ITSCMM Six Sigma entire organization CMMi for ServicesThe Instructions • Integrates traditionally separate organizational functionsThe Resources • Sets process improvement goals and priorities • Provides guidance for quality processes • Provides a point of reference for appraising current processes 11

The Tools CMMi - ProductsWhy IT Service ManagementThe Tools Models cover four disciplines. ITIL COBIT MOF • Systems Engineering (SE) ISO 20000 CMMi • Software Engineering (SW) ITSCMM Six Sigma CMMi for Services • Integrated Product and Process Development (IPPD)The InstructionsThe Resources • Supplier Sourcing (SS) Also included are appraisal methods (SCAMPI) and training. The Tools CMMi – Capability LevelsWhy IT Service ManagementThe Tools ITIL COBIT 1 – Performed MOF Process unpredictable, poorly controlled and reactive ISO 20000 CMMi 2 – Managed ITSCMM Process characterized for projects and is often reactive Six Sigma CMMi for ServicesThe Instructions 3 – DefinedThe Resources Process characterized for the organization and is proactive 4 – Quantitatively Managed Process measured and controlled 5 – Optimizing Focus on continuous process improvement 12

The Tools CMMi – ProcessesWhy IT Service ManagementThe Tools Processes are associated with capability levels: ITIL COBIT MOF 2 – Managed ISO 20000 Requirement Management CMMi Project Planning ITSCMM Project Monitoring and Control Six Sigma Supplier Agreement Monitoring CMMi for Services Measurement and AnalysisThe Instructions Process and Product Quality AssuranceThe Resources Configuration Management The goal is to progress to the desired capability level. The Tools IT Service CMMWhy IT Service ManagementThe Tools ITIL The IT Service Capability Maturity Model, CMM, is a methodology for COBIT MOF determining where an organization is with its adoption of service ISO 20000 management processes and suggests areas for improvement. CMMi ITSCMM Six Sigma The ITSCMM suggests what processes a mature IT service organizations CMMi for Services should have in place.The InstructionsThe Resources The ITSCMM is used to improve the quality of services. 13

The Tools IT Service CMMWhy IT Service ManagementThe Tools ITIL The Service Capability Maturity Model, CMM, is a methodology for COBIT MOF determining where an organization is with its adoption of service ISO 20000 management processes and suggests areas for improvement. CMMi ITSCMM Six Sigma CMMi for Services containThe Instructions MaturityThe Resources Levels organized by Key Process Areas contain Common goals Features Key commitment ability Practices activity measurement verification The Tools Six SigmaWhy IT Service ManagementThe Tools Six Sigma is a statistically-based quality improvement methodology that can be ITIL applied to processes (IT service management). COBIT MOF Six Sigma is customer based. The customer drives what to improve – the “right” ISO 20000 CMMi projects are chosen. ITSCMM Six Sigma The goal is to achieve a variance from standard of 6 ∂ which is 3.4 defects per CMMi for ServicesThe Instructions million opportunities (chances for defects):The Resources ∂ Defects/Million 2 308,537 3 66,807 4 6,210 5 233 6 3.4 At 3 ∂ there will be > 65,000 lost bags/million passengers. At 6 ∂ there will be < 4. 14

The Tools Six Sigma – Core Concepts (DMAIC)Why IT Service ManagementThe Tools Define: What are the customer’s expectations of the process? ITIL COBIT MOF Measure: What is the rate of occurrence of defects? ISO 20000 CMMi ITSCMM Analyze: Why, when and where do the defects occur? Six Sigma CMMi for Services Improve: How can the process be fixed?The InstructionsThe Resources Control: How can the process continue to stay fixed (or improve)? Define Control Measure Improve Analyze The Tools CMMi for ServicesWhy IT Service ManagementThe Tools • The purpose CMMI for Services is to extend the CMMi framework to cover the ITIL provision of services (IT and other services). COBIT MOF • Based on CMMi ISO 20000 CMMi ITSCMM • Meant to enhance existing IT service models (ITIL, COBIT) Six Sigma CMMi for ServicesThe Instructions • Planned for public release mid 2007.The Resources 15

The Tools CMMi for Services – 4 Process AreasWhy IT Service ManagementThe Tools Process Management In CMMI ITIL • Organizational Innovation and Deployment (OID) √ COBIT • Organizational Process Definition (OPD) √ MOF • Organizational Process Focus (OPF) √ ISO 20000 CMMi • Organizational Process Performance (OPP) √ ITSCMM • Organizational Service Management (OSM) Six Sigma • Organizational Training (OT) √ CMMi for ServicesThe InstructionsThe Resources Project Management • Capacity and Availability Management (CAM) • Integrated Project Management (IPM) √ • Project Monitoring and Control (PMC) √ • Project Planning (PP) √ • Requirements Management (REQM) √ • Risk Management (RSKM) √ • Quantitative Project Management (QPM) √ • Service Continuity (SCON) • Supplier Agreement Management (SAM) √ Italicized processes are optional The Tools CMMi for Services – 4 Process Areas Why IT Service Management The Tools Service Establishment and Delivery In CMMI ITIL • Incident and Request Management (IRM) COBIT • Service Delivery (SD) MOF • Service System Development (SSD) ISO 20000 CMMi • Service Transition (ST) ITSCMM Six Sigma Support CMMi for Services • Causal Analysis and Resolution (CAR) √ The Instructions The Resources • Configuration Management (CM) √ • Decision Analysis and Resolution (DAR) √ • Measurement and Analysis (MA) √ • Problem Management (PRM) • Process and Product Quality Assurance (PPQA) √ Each Process is required at a certain maturity level Each Process has a specific purpose Each Process has specific goals and practices as well as generic goals and processes Specific practices support specific goals Specific practices have typical work products and subpractices Italicized processes are optional 16

The Tools CMMi for Services – Maturity LevelsWhy IT Service Management Maturity Level 2The Tools • Project Monitoring and Control (PMC) 2/10 ITIL • Project Planning (PP) 3/14 COBIT • Requirements Management (REQM) MOF • Supplier Agreement Management (SAM) ISO 20000 • Incident and Request Management (IRM) CMMi • Configuration Management (CM) ITSCMM • Measurement and Analysis (MA) Six Sigma • Process and Product Quality Assurance (PPQA) CMMi for ServicesThe InstructionsThe Resources Maturity Level 3 • Organizational Process Definition (OPD) • Organizational Process Focus (OPF) • Organizational Service Management (OSM) • Organizational Training (OT) • Capacity and Availability Management (CAM) • Integrated Project Management (IPM) • Risk Management (RSKM) • Service Delivery (SD) • Service System Development (SSD) • Service Transition (ST) • Decision Analysis and Resolution (DAR) • Problem Management (PRM) The Tools CMMi for Services – Maturity LevelsWhy IT Service Management Maturity Level 4The Tools • Organizational Process Performance (OPP) ITIL • Quantitative Project Management (QPM) COBIT MOF ISO 20000 Maturity Level 5 CMMi • Organizational Innovation and Deployment (OID) ITSCMM • Causal Analysis and Resolution (CAR) Six Sigma CMMi for ServicesThe InstructionsThe Resources 17

The Tools ITIL v 3.0Why IT Service ManagementThe Tools • Based on ITIL v 2 ITIL COBIT • Initially, five new book titles – others to come later MOF ISO 20000 • Adds depth to ITIL v 2 guidance n CMMi tio Se ITSCMM ra pe Six Sigma • Heavy focus on service level management rvi O CMMi for Services ce iceThe Instructions De • Separates handling of service requests from incident management into a new Service rvThe Resources s Se process area – request management ign Strategy • Identifies the concept of knowledge management • Released May 30, 2007 Service Transition Continual Service Improvement The Tools IT Service Management Step-by-Step (Greg’s Method)Why IT Service ManagementThe Tools ITIL COBIT MOF ISO 20000 CMMi ITSCMM Six Sigma Phase I Phase II Phase III Phase IV CMMi for Services Establish Process Implement Analyze Process Identify ProcessThe Instructions Process Changes Metrics Opportunities forThe Resources Direction Improvement Steps Activities Deliverables 18

The InstructionsWhy IT Service ManagementThe Tools 1. Become familiar with your tools and their use ITIL COBIT MOF 2. Identify ISO 20000 achievement as a goal? ISO 20000 CMMi ITSCMM 3. Determine and build a standardized service management process Six Sigma improvement methodology, using Six Sigma and/or some other CMMi for Services methodologyThe InstructionsThe Resources 4. Use COBIT to provide high level process governance and metrics 5. Use MOF and ITIL to provide process “best practices” guidance 6. Use ITSCMM or sCMM (CMMi) in order to measure process maturity 7. Continuously improve the processes using the methodology in step 3 8. Monitor changes in the tools available (CMMi for Services and ITIL v 3) The ResourcesWhy IT Service ManagementThe Tools ITIL – www.itsmf.com ITIL COBIT MOF COBIT – www.isaca.org ISO 20000 CMMi MOF – www.microsoft.com/mof ITSCMM Six Sigma CMMi for Services ISO 20000 - www.iso.orgThe InstructionsThe Resources CMM/CMMi - http://www.sei.cmu.edu/cmmi/ CMMi for Services - http://www.sei.cmu.edu/news-at-sei/whats-new/20060320cmmi.htm ITSCMM - http://www.itservicecmm.org/ Six Sigma - http://www.asq.org/sixsigma/ 19

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Các công cụ quản trị dịch vụ IT hiện nay

by infochief on Apr 14, 2011

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