QuickCase – InfraRemote’s Situation Business Services are in high threat Service Level Agreements are not met consistently Customer Support is very poor Performance and Availability Metrics are not available Operation team takes more time to fix the issues “ My downtime cost is increasing. I need always-on 24 X 7 services”
QuickCase – InfraRemote’s Situation Not able to meet the SLA’s and OLA’s No process and standards are defined in the environment No clear communication from senior management Spend more time in the blame game More frustration and always “re-invent” the wheel “ I don’t have bandwidth to support the core business activities - all my time is spent in resolving day-to-day issues”
“ My customers always want 99.999% availability, 24 X 7!” Customers and Employee’s are not receiving the maximum benefit from IT Not able to optimize supply and delivery of IT services ROI is not met on the IT expenditures No strategic direction for IT Not able to set the IT objectives and measure the performance
Missing Pieces in the Puzzle IT Risks IT Control IT Cost People Process & Metrics Business Aligned IT Values
IT Process Standards & Frameworks ITIL / ISO 20000 ISO 27000 IT Service Delivery & Support IT Operations Management IT Goverance Process IT Security Goverance IT Control Strategy Vision IT Security & Compliance IT Management COBIT
IT Service Excellence - Approach In-House Processes Code of Practice (PD0005) BS 15000 / ISO 20000 ITIL Best Practices IT Service Management Excellence in Action Business & IT Objectives Business Values & Benefits People Process Technology IT Governance & Security Objectives
By CCTA ( Central Computer and Telecommunications Agency and now as Office of Government Commerce, OGC )
Provides a detailed description of a number of important IT processes.
Provides comprehensive checklists, tasks, procedures and responsibilities which can be tailored to any IT organization.
“ De facto” Standard
An integrated, process based, best practices framework observed in the IT service organization.
ITIL Key Components Service Level Management Availability Management Capacity Management IT Service Continuity Finance Management Tactical Processes Service Desk (Function) Incident Management Change Management Release Management Problem Management Operational Processes Configuration Management Service Delivery Service Support
ITIL Jigsaw Puzzle IT Services Delivery IT Business Perspective IT Infrastructure Management IT Services Support Application Management Customer Relationship Management Security Management Planning To implement Service Management Software Asset Management
ITIL Process Interrelationship Configuration Management Change Management Problem Management End-users face IT service-related problems Service Desk Incident Management IT Service Management Center Pro-active Alerts 2 3 4 1 5 6 8 Incident Database CMDB 1 Release Management RFC’s / Workaround Problem Database Heart Beat 6 7
Sample Implementation Approach Business Process IT Process Governance Organization Communication & Training 1 2 3 4 5 Business Drivers IT Strategy Objectives Vision Workshop - Process Discover Gap Analysis Baseline Maturity Model Business Case Assessment Define Roadmap Prioritize Gaps Process Design Tool & Framework Evaluation Implementation Plan & KPI’s Design Organizational Alignment Environment Build Process Implementation Transition & Adoption Implement Maintenance Monitor Measure Control Maintain & Control
COBIT - Control Objectives for Information and related Technology
Consists of linking business goals to IT goals, providing metrics and identifying the associated responsibilities of business and IT process owners.
COBIT supports IT governance by providing a framework to ensure that:
IT is aligned with the business
IT enables the business and maximizes benefits
IT resources are used responsibly
IT risks are managed appropriately
ISACA and IT Governance Institute
Business orientation is the main theme of COBIT
COBIT provides the guidance to IT Governance
10% used by IT Population **(ITGI 2006 Global Report) & awareness of COBIT is 27%.
COBIT – IT Governance Framework Process Domains Information IT Resources Data Applications Technology Facility Efficiency Effectiveness Confidentiality Planning & Organizations Control Activities Control Activities Control Activities Acquisitions & Implementations Delivery & Support Monitoring & Evaluate Integrity Availability Compliance Reliability Key Performance Indicators Key Goal Indicators Business What you need What you get?
ITIL, ISO 20000, COBIT & BS7799 (Where this will lead) ITIL COBIT IT Service Management & Delivery Process ISO 27000 Governance Model ISO 20000 Strong Service Management Framework Process & Metrics Technology IT Controls IT Risks Business & IT Integration Business Orientation Service Process Definition Service Delivery & Support Improves & Controls Quality Customer Focus Effective Service Management IT Security Compliance Business Continuity Plan
Values & Benefits Service Provider Customers & Users IT Management Business Management Business Innovation Business & IT Alignment IT Governance IT Performance aligned with organization SLA Based Delivery Secured IT & Availability Improved Service Quality Reduced Service Cost Enhanced Delivery
IT Service Management - Maturity Model Initial Level 1
Enterprise has recognized that the issues exist and need to be addressed.
“ ad-hoc” approach
Skills are not identified
No goals are not defined and measurements are not clear
Repeatable Level 2
Minimum skills to manage IT are identified
Some objectives are established
Financial goals are known only to management
Repeatable processes are developed
Similar procedures are followed by different people undertaking the same task.
Defined Level 3
Skills required for all IT areas are identified and documented
Some goals are defined but are not communicated
Measurement process are set but are not consistently applied
Procedures have been standardized and documented,
Management is more formal
Process, procedures are defined and documented
Managed Level 4
Skills requirements are continuously updated
Efficiency and Effectiveness are measured, communicated and linked to business goals.
Manage and measure the process
Act for process improvement
Tools are implemented and standardized
Optimized Level 5
Continuous skills improvement to meet the requirements
Integrated between IT and business goals
Effective performance measurements
Exceptions are global and observed
Processes have been refined to a level of best practice
providing tools to improve quality and effectiveness,
Efficient IT Service enablement
Objectives Skills Characteristics High Risk High Productivity / Quality 1 2 3 4 5