David Pultorak ISECON 2007 Keynote: IT Frameworks

Bridging the Gap in Coverage of Professional Disciplines in IS Education"We know technical acumen isn't enough, so what can we do about it?" Keynote Presentation David Pultorak CEO, Pultorak & Associates, LTD Friday, November 2, 2007 ISECON 2007, Pittsburgh, PA

What we will cover Leading IT frameworks Quality Management: TQM, ISO 9000, TickIT, ISO 20000, ISO27001 Quality Improvement: eSCM-SP, IT Balanced Scorecard, ITS-CMM, Six Sigma Governance: AS 8015, COBIT, M_o_R IT Management: ITIL, eTOM, ASL, BiSL, ISPL Project Management: MSP, PRINCE2, PMBok,IPMA Competence Baseline Descriptions of, including key graphics and references Ideas for use in curricula and career development to enable acquisition of IS people and process knowledge 2 ©2007 Pultorak & Associates, LTD. All rights reserved.

What is an IT framework? Coherent set of Standards Guidelines Controls Best Practices Concepts Quality Improvement model, method, or methodology ©2007 Pultorak & Associates, LTD. All rights reserved. 3 Improve Manage / Control Maturity Perform Plan Build Deploy Operate Improve

What use are IT frameworks? Literally “frame” the problem space – setting the stage for success IT domain, best practices, and the competencies that underpin them Key objects to be managed Asset, service, software, process, infrastructure, policies, budgets, accounting Key aspects to be managed Financial, quality, time / speed / agility, risk, availability, performance, customer satisfaction, compliance, learning and growth

What use are IT frameworks? (continued) Basis for aligning performance of IT organizations, teams, and individual IT professionals Defines key outcomes or imperatives for “how we do things around here” and norms for successful behavior Provide common models, language, and a frame of reference for aligning thinking, action, and learning – think architect and tradesman, white lines / yellow lines Provide a means for locating and orient themselves within the IT domain “You are here” – in the IT lifecycle/maturity continuum

Caution! Frameworks and alignment While IT frameworks provide the basis for alignment of work in organizations, ironically IT frameworks themselves don’t align well IT frameworks are built by different people, at different times, for different ends the only sort of alignment you should expect is like that of tectonic plates IT frameworks function more like paradigmatic cases than universal principles as practiced in Law ©2007 Pultorak & Associates, LTD. All rights reserved. 6

What use are IT frameworks? (continued) Provide a maps and a “new pair of eyes” to see what is important - think “Terminator” – heads up display Principles, policies, practices, processes, people Terminology,definitions and distinctions Customers, performers, conditions of satisfaction Triggers for action – incidents, changes, problems, opportunities, etc. Activities, deliverables, tools / artifacts, methods, techniques, meetings / rituals – think “Margaret Meade” Rules and regulations– think “Roomba” Reporting, metrics, assessment, audit

What use are IT frameworks? (continued) Basis for understanding required skills, knowledge, mindset for success Can be used to guide IT professionals towards specialization and to establish urgency in career development (so much to learn) Help curricula designers by setting the context for curricula IT domains, practices that underpin them, competencies required of IT professional

TQM References Quality Management Frameworks www.deming.org – Deming Institute www.efqm.com – European Foundation for Quality Management www.ink.nl – Quality Institute for the Netherlands www.iso.org – International Organization for Standardization www.juran.com –Juran Institute www.kaizen-institute.com – Kaizen Institute 14 ©2007 Pultorak & Associates, LTD. All rights reserved.

ISO 9000 A series of standards to address the Quality Management Systems (QMS) within an organization Demonstrate its capability to meet its customers’ requirements Certifies that an organization has carried out the correct processes Assists users in producing a QMS that is flexible, structured and customer-oriented Quality Management Frameworks 15 ©2007 Pultorak & Associates, LTD. All rights reserved.

ISO 9000Quality Management Principles Quality Management Frameworks Correct implementation of QMS Customer Focus Supplier relationships THE EIGHT QUALITY MANAGEMENT PRINCIPLES Factual approach Leadership Continual improvement Involvement in people Process approach Source: Frameworks for IT Management p.23 16 ©2007 Pultorak & Associates, LTD. All rights reserved.

ISO 9000 References www.iso.org – International Standards Organization emea.bsi-global.com – BSI Management Systems www.aslfoundation.org – ASL BiSL Foundation Quality Management Frameworks 17 ©2007 Pultorak & Associates, LTD. All rights reserved.

TickIT Practical guidance for both software development and services Directly tackles the problems of poor quality and poor quality management in software Uses ISO 9001:2000 for software quality systems construction, certification and continual improvement Used to define, the organization, rules and procedures for a Software Sector Certification Scheme Quality Management Frameworks 18 ©2007 Pultorak & Associates, LTD. All rights reserved.

ISO 20000 A formal standard for IT service management Addresses the establishment and maintenance of processes And the mechanisms to ensure their relevance and improvement Used to demonstrate compliance to accepted best practice and achieve formal certification Also used internally to identify targets of performance to measure against Quality Management Frameworks 20 ©2007 Pultorak & Associates, LTD. All rights reserved.

ISO 20000 References www.bsi-global.com – BSI Group website www.isoiec20000certification.com – ISO 20000 certification scheme website Quality Management Frameworks 22 ©2007 Pultorak & Associates, LTD. All rights reserved.

ISO 27001 Provides a model and detailed guidance for reducing an organization’s exposure to information security risk Implemented through an Information Security Management System (ISMS) Closely aligned with both ISO 9001:2000 and ISO 14001:2004 (for environmental management) Quality Management Frameworks 23 ©2007 Pultorak & Associates, LTD. All rights reserved.

eSCM-SP Used to: Give service providers guidance to help them improve their capability across the sourcing lifecycle Provide customers with an objective means of evaluating the capability of the service providers Offer service providers a standard to use when differentiating themselves from competitors Quality Improvement Frameworks 28 ©2007 Pultorak & Associates, LTD. All rights reserved.

IT Balanced Scorecard An instrument to: Measure and manage IT performance Enable alignment between the business and IT Help businesses drive strategies based on measurement and follow-up Quality Improvement Frameworks 31 ©2007 Pultorak & Associates, LTD. All rights reserved.

IT Balanced ScorecardReferences http://www.balancedscorecard.org – Balanced Scorecard Institute www.uams.be/itag - IT Alignment and Governance Research Institute Quality Improvement Frameworks 33 ©2007 Pultorak & Associates, LTD. All rights reserved.

ITS-CMM The IT Service Capability Maturity Model A maturity model aimed at organizations that provide IT services Assess the current maturity of IT service providers against a five-level ordinal scale Provide direction for improvement of an organization’s IT service processes Structure equal to Software CMM, but contents of ITS-CMM are key process areas needed for mature IT service provision Quality Improvement Frameworks 34 ©2007 Pultorak & Associates, LTD. All rights reserved.

Six Sigma A branding term, given to a structured, disciplined, rigorous approach to process improvement “Increase in performance and decrease in process variation leads to defect reduction” Six Sigma = only 3.4 defects per million Aimed at vast improvement in profits, employee morale and quality of product Provides business with the tools to improve the capability of their business and IT processes Quality Improvement Frameworks 37 ©2007 Pultorak & Associates, LTD. All rights reserved.

COBIT Control Objectives for Information and related Technologies Identifies 34 IT processes, grouped in 4 domains, supported by 318 detailed control objectives Sets out the scope and defines the activities specific areas of IT should accomplish Provides a uniform structure to understand, implement and evaluate IT capabilities, performance and risks Primary goal of satisfying business requirements Governance Frameworks 44 ©2007 Pultorak & Associates, LTD. All rights reserved.

M_o_R Management of Risk Overall process to assist in the effective control of risks Risk assessed based on: Likelihood of something happening Impact which arises if it does actually happens Manages risk and identify solutions ,[object Object],Governance Frameworks 47 ©2007 Pultorak & Associates, LTD. All rights reserved.

M_o_R References www.ogc.gov.uk www.ecgi.org/codes/all_codes.php www.fsa.gov.uk/psb www.sarbanes-oxley.com www.bis.org/publ/bcbsca.htm www.ogc.gov.uk/sdtoolkit/workbooks/risk/index.html www.m-o-r.org/web/site/home.asp www.ior-institute.org www.theirm.org www.garp.com www.alarm-uk.com Governance Frameworks 49 ©2007 Pultorak & Associates, LTD. All rights reserved.

eTOM enhanced Telecom Operations Map Most widely used and accepted standard for business process in the telecom industry Describes the full scope of business processes required by a service provider Defines the key elements and how they interact Guidebook fast becoming the common business language of the telecom industry IT Management Frameworks 54 ©2007 Pultorak & Associates, LTD. All rights reserved.

ASL The Application Service Library Public domain approach for management, maintenance and enhancement / renovation of (business) applications A framework of processes + various publications + periodically updated library of best practices Available on the ASL Foundation website IT Management Frameworks 57 ©2007 Pultorak & Associates, LTD. All rights reserved.

BiSL Business Information Services Library A framework of processes Supplemented by various publications Periodically updated library of best practices Focused on how business organizations can improve control over their information systems Demand for business support Use of information systems Contracts and other arrangements with IT suppliers IT Management Frameworks 60 ©2007 Pultorak & Associates, LTD. All rights reserved.

ISPL Information Services Procurement Library A systematic approach to tendering and delivering IT projects and services Helps organizations understand the services to be acquired and delivered in large-scale settings Used to professionalize customer-supplier relationships IT Management Frameworks 63 ©2007 Pultorak & Associates, LTD. All rights reserved.

MSP References www.programmes.org – MSP website www.get-best-practice-co.uk www.apmgroup.co.uk www.programmes.org www.usergroup.org.uk www.mspug.nl www.e-program.com Project Management Frameworks 69 ©2007 Pultorak & Associates, LTD. All rights reserved.

PRINCE2 Projects in Controlled Environments (Prince2) De facto best practice project management standard in the UK, widely used in Netherlands and Australia A project management method Distinguishes the management of the development process from the techniques involved in the development process Project Management Frameworks 70 ©2007 Pultorak & Associates, LTD. All rights reserved.

PRINCE2 References www.get-best-practice.co.uk www.apmgroup.co.uk www.prince2.com www.prnce2.org.uk www.apmg-network2.com Project Management Frameworks 72 ©2007 Pultorak & Associates, LTD. All rights reserved.

IPMA Competence Baseline The competence standard for project management Issued by the International Project Management Association The common framework document for all IPMA Member Associations and Certification Bodies Project Management Frameworks 73 ©2007 Pultorak & Associates, LTD. All rights reserved.

PMBoK Project Management Body of Knowledge Knowledge, concepts, techniques and skills of the Project Management profession Adopts a modern education model for project management Fundamental reference for anyone interested in the project management Project Management Frameworks 76 ©2007 Pultorak & Associates, LTD. All rights reserved.

Summary and call to action IT education should be about people, process, and technology IT frameworks are vital to ensuring adequate coverage of the people and process side of IT and should figure highly in IS curricula and career development plans for IS professionals Leading IT frameworks include: Quality Management: TQM, ISO 9000, TickIT, ISO 20000, ISO27001 Quality Improvement : eSCM-SP, IT Balanced Scorecard, ITS-CMM, Six Sigma Governance: AS 8015, COBIT, M_o_R IT Management: ITIL, eTOM, ASL, BiSL, ISPL Project Management: MSP, PRINCE2, PMBok,IPMA Competence Baseline Start considering how to further integrate IT frameworks into your curricula or career development plan today 79 ©2007 Pultorak & Associates, LTD. All rights reserved.

Next Steps Learn more about IT frameworks Read, “Frameworks for IT Management” http://en.itsmportal.net/books.php?id=35 www.vanharen.net Visit www.pultorak.com for resources, updates: Introductory and implementation presentations, whitepapers, articles, webinars, and links to key resources Consulting and education services To consider implementing ITIL in your organization Contact Pultorak at (206) 729-1107 or info@pultorak.com 80 ©2007 Pultorak & Associates, LTD. All rights reserved.

Questions and Answers David Pultorak Chief ExecutivePultorak & Associates, Ltd. 2316 NE 65th Street #301 Seattle, WA 98115(206) 729-1107info@pultorak.comwww.pultorak.com 81 ©2007 Pultorak & Associates, LTD. All rights reserved.

David Pultorak ISECON 2007 Keynote: IT Frameworks

David Pultorak ISECON 2007 Keynote: IT Frameworks

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David Pultorak ISECON 2007 Keynote: IT Frameworks