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ITSM Governance Overview

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An overview of different frameworks

An overview of different frameworks

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  • 1. IT Service Management Leads to IT Governance ITSM A d Academy © ITSM Academy, 2010 1
  • 2. About ITSM Academy Accredited Education Ft. Lauderdale, Dallas & ITIL® Foundation Washington, DC - Public ITIL® Foundation and Managers Bridge Corporate on-site Classes ITIL® Lifecycle, Capability and MALC Virtual Classes ITIL® Practitioner Service Manager (V2) Practitioner, Courseware Licensing Certified Process Design Engineer (CPDE)® Alumni Program Microsoft Operations Framework (MOF) PMI Global Education Provider Foundation Federal Government (GSA) Go ernment ISO/IEC 20000 Foundation Contractor PMI PMP Exam Prep Certified Woman-Owned Practical, Value Add Practical Value-Add Workshops Tens f th T of thousands of learners d fl Apollo 13 - an ITSM Case Experience™ trained since 2003 Visible Ops: The Class ITSM Professional Diplomas ITIL, MOF, ITIL MOF ISO 20K A Awareness And More! Welcome! © ITSM Academy, 2010 2
  • 3. The Changing Role of IT IT is expected to deliver services that can Improve business processes (effectiveness/efficiency) Attract new and retain existing customers Enable business innovation Reduce costs and risks IT should be perceived and managed as a key business unit – much like Finance, HR or Sales. © ITSM Academy, 2010 3
  • 4. What are Services? Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the g ownership of specific costs and risks. Services facilitate outcomes by Enhancing performance Reducing constraints Services are comprised of People Process P Products Partners © ITSM Academy, 2010 4
  • 5. The IT Challenge C C Control C Control C crease IT Service Quality Costs and Risks Costs and Risks Business/IT Do More Integration With Less Inc T IT leaders cannot meet this challenge with additional technology. Effectiveness and efficiency can only be increased through Eff ti d ffi i l b i d th h structured and integrated internal processes. © ITSM Academy, 2010 5
  • 6. We Should Stop Talking About Business/IT Alignment “Stop talking about “The CFO doesn’t talk alignment. alignment It marks IT as about financial alignment outsiders.” and the business.” CIO Magazine, State of the CIO 2009 “We can t imagine a CIO We can't “CIOs who worry about CIOs who doesn't know that alignment conceive of technology must support themselves, their function the business's processes business s and their department as a and goals.” thing apart.” Today’s CIO is business savvy, customer-centric and understands how IT services contribute to the bottom line. © ITSM Academy, 2010 6
  • 7. Why Does IT Need to Be Governed? To meet strategic business objectives To manage costs and risks What types of risks does IT have to manage? © ITSM Academy, 2010 7
  • 8. IT Supports Enterprise and Corporate Governance Enterprise governance Covers corporate governance (conformance) and business management (performance) Strategically links goals with performance metrics Ensures good management is achieved E d ti hi d Corporate governance Promotes fairness, transaction transparency and executive , p y accountability Sarbanes-Oxley Act (SOX) of 2002 IT governance Ensures IT supports strategic business goals through leadership, organizational structures and processes © ITSM Academy, 2010 8
  • 9. Governance Requires Service Management IT Governance is realized when IT Perceives itself as a service provider Understands and meets strategic business objectives Executes effective and efficient internal processes Analyzes, manages and eliminates risks Justifies and controls costs Measures its achievements Learns and continually i L d i ll improves Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. © ITSM Academy, 2010 9
  • 10. IT Service Management Frameworks and Standards All ITSM frameworks and standards are based on the Plan-Do-Check-Act (Deming) Model. © ITSM Academy, 2010 10
  • 11. Plan-Do-Check-Act (PDCA) Model The Deming Cycle © ITSM Academy, 2010 11
  • 12. Control Objectives for Information and Related Technology (COBIT) Is the de facto standard for IT Controls Maintained by the IT Governance Institute (ITGI), as part of the Information Systems Audit and Control Association (ISACA) Is often used as the basis for IT audits and regulatory compliance Defines the “what” but not the “how” © ITSM Academy, 2010 12
  • 13. The COBIT Principle COBIT has 34 high level control objectives and 215 detailed control objectives © ITSM Academy, 2010 13
  • 14. The IT Infrastructure Library (ITIL®) Consists of five publications, one for each stage of a service lifecycle Service Strategy represents policies and objectives Service Design, Service Transition and Service a s o a d Se v ce Operation execute the policies and meet the objectives © Crown copyright 2007. Reproduced Continual Service Improvement C ti l S i I t under license from OGC. provides opportunities for learning and improvement ITIL® is owned and managed by the Office of Government Commerce of the British Government. © ITSM Academy, 2010 14
  • 15. Processes Span the y Service Lifecycle © ITSM Academy, 2010 15
  • 16. The ISO/IEC 20000 Standard Requirements for a Management System Planning and Implementing Service Management (Plan-Do-Check-Act) Planning and Implementing New and Changed Services © ITSM Academy, 2010 16
  • 17. Microsoft Operations Framework (MOF) Describes integrated ITSM best practices, principles, and activities d ti iti Organizes activities and processes into Service Management Functions (SMFs) which are grouped into IT Service Lifecycle phases Includes scheduled Management g Reviews to assess readiness for the next stage Does not apply only to Microsoft environments Includes question-based guidance © ITSM Academy, 2010 17
  • 18. Which Frameworks Are Right For You? Answer the following questions What Wh is our b business? ? Who is our customer? How do they use our services? Why are they valuable to them? What are our regulatory and audit requirements? g y q What competitive advantage do we need or seek? How mature are our current processes? What are our human, financial and technical resources? What is our corporate culture? Do you have to pick just one? © ITSM Academy, 2010 18
  • 19. Frameworks are Not Mutually Exclusive Many organizations apply guidance from multiple frameworks (including their own proprietary practices) to achieve IT governance. All ITSM Frameworks Meet IT governance objectives ( applied well) j (if pp ) Framework Focus Strength Are based on best practices ISO 20K How Certifiable and PDCA Are customer-centric COBIT How Auditable Take a holistic and ITIL What De facto integrated process standard approach MOF What p Prescriptive Include risk management Are measurable (but not necessarily auditable) Measurement frameworks include CMMI for Services Lean Six Sigma Services, Embed a service lifecycle and Balanced Scorecard. © ITSM Academy, 2010 19
  • 20. Can you See the Similarities? COBIT ITIL MOF ISO 20K Plan and Organize Service Strategy Plan Quality Management System Plan Do Check Act New or Changed Services Relationship Processes R l ti hi P Acquire and Service Design and Deliver Control Processes Implement Service Transition Release Processes Deliver and Service Operation Operate Service Delivery Processes Support Resolution Processes Monitor and Continual Service Manage Quality Management System Evaluate Improvement All Processes © ITSM Academy, 2010 20
  • 21. Next step: Increase Your Knowledge Additional sources of information best-management-practice.com best management practice com (ITIL) isaca.org (COBIT) itgi.org (IT Governance Institute) microsoft.com/mof (MOF) / itsmfusa.org (ITSM user organization) isoiec20000certification.com (ISO 20K) ( ) sei.cmu.edu/cmmi/models (CMMI for Services) itsmacademy.com − ITSM Professor blog − Monthly webinars − Awareness and certification courses © ITSM Academy, 2010 21
  • 22. Remember the Goal…. © ITSM Academy, 2010 22
  • 23. Questions and Answers Thank you for attending www.itsmacademy.com 888. 872. ITSM (4876) 954-491-3442 © ITSM Academy, 2010 23