Integrating ITSM Frameworks, Standards and Processes - ITSM Academy Webinar


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To successfully achieve IT Service Management (ITSM) best practices, organizations need to adopt multiple ITSM frameworks and standards.

This presentation describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL®, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF).

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Integrating ITSM Frameworks, Standards and Processes - ITSM Academy Webinar

  1. 1. Welcome! W l ! Integrating F I i Frameworks, S d d and k Standards d Processes© ITSM Academy 2011 1
  2. 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  Change/Support/SLM  ITIL Capability (OSA|PPO|RCV|SOA)  Public Classes throughout U.S.  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Corporate On-Site Classes  ITIL Managing Across the Lifecycle (MALC)  Virtual Classes  ITIL Service Manager Bridge  Courseware Licensing  ISO/IEC 20000 Foundation /  Corporate & Partner (GEM)  MOF Foundation  Alumni Program  Practical, Value-Add Workshops p  PMI Global Education Provider  ITSM Leadership  Federal Government (GSA)  ITIL, MOF, ISO 20K Overviews Contractor  Apollo 13, Visible Ops: The Class 13  Certified Woman-Owned Woman Owned  And more!ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries© ITSM Academy 2011 2 Welcome!
  3. 3. Agenda  Why, when and how to integrate ITSM frameworks and standards  Benefits of an integrated process approachThanks for joining us today.© ITSM Academy 2011 the chat feature to send in your questions.Please use 3
  4. 4. Why Use Frameworks and Standards  Adopt best practices  Adopt a common vocabulary Ad b l  Implement new processes  Formalize e isting Formali e existing processes (vs. proced res) ( s procedures)  Improve/mature existing processes  Demonstrate process governance  Benchmark existing processes  Obtain a competitive advantage A process framework describes best practices that can be used to define and continually improve a given set of processes. A standard i a d t d d is document th t contains an agreed-upon and approved set of t that t i d d d t f requirements that an organization must satisfy to be certified. The ITSM Process Design Guide© ITSM Academy 2011 4
  5. 5. ITSM Frameworks and Standards IT service management (ITSM) is an integrated process approach that enables an IT organization to deliver services that meet business and customer requirements. Frameworks Standards  ITIL - IT service  ISO/IEC 20000 – IT service management best practices management  COBIT – IT governance  ISO/IEC 27001 – IT /  Microsoft Operations Information security Framework (MOF) - g management Integrated best practices, principles and activities All of these frameworks and standards promote the alignment of t d d t th li t f business and IT goals.© ITSM Academy 2011 5
  6. 6. Characteristics of Frameworks and Standards ITIL ISO/IEC 20000 Defines an agreed-upon repeatable Describes best practices way of doing something Provides guidance and suggestions Defines a formal specification Supports organizations’ efforts to Prescribes a minimum set of practices design and continually improve organizations must have in place to processes assure quality processes Lacks the mandatory controls needed Lists mandatory controls that an for an organization to demonstrate organization must have to be compliance certified© ITSM Academy 2011 6
  7. 7. IT Infrastructure Library (ITIL) Uses Process Descriptions  Clarify the scope of ITSM  Purpose, goals, Purpose goals objectives  Service lifecycle  Related ITSM processes  Scope and value  Establish a common  Policies, principles, basic vocabulary concepts  Obtain best practice  Activities, methods, guidance techniques  Access sample diagrams  Triggers, inputs, outputs, and documents interfaces  Utili complementary Utilize l t  Key performance publications indicators ITIL specifies what you “could” do to  Challenges, critical success improve the quality of your IT services. factors, factors risks© ITSM Academy 2011 7
  8. 8. ISO/IEC 20000 and ISO/IEC 27000 Uses ISO standards specify what you “shall” or “must” do.  Establish a service management system (SMS)  Identify the minimum critical activities for achieving success As specified in an internationally recognized and tested standard  Obtain best practice guidance  Benchmark performance  Prepare for audits  Plan improvements An ITIL V3 and ISO/IEC 20000 alignment paper is available at© ITSM Academy 2011 8
  9. 9. Control Objectives for Information and Related Technology (COBIT) Uses  Identify responsibility y p y  Obtain process models p domains required to for key processes effectively govern IT within each domain activities i ii Process descriptions  Plan and Organize Control objectives Acquire and Implement Key activities inputs activities, Deliver and Support and outputs Monitor and Evaluate RACI charts Goals and metrics Maturity models A mapping of ITIL V3 with COBIT 4.1 is available at© ITSM Academy 2011 9
  10. 10. Microsoft Operations Framework (MOF) Uses  Obtain practical guidance for everyday IT practices and activities  Gain access to Community-generated processes for planning, delivering, operating, and managing IT Roles d R l and responsibilities ibiliti Question-based activities Management reviews M t i w Job aids An ITIL V3 and MOF 4.0 alignment paper is available at© ITSM Academy 2011 10
  11. 11. But it there’s B t wait… th ’ more! !© ITSM Academy 2011 11
  12. 12. Quality Frameworks and Standards  Total Quality Management (TQM)  Malcolm Baldrige National Quality Award  Capability Maturity Model Integration (CMMI)  Six Sigma  g Lean Six Sigma  ISO 9000 and ISO 9001 Quality is Q lit i conformance t customer requirements. f to t i t Philip B Crosby© ITSM Academy 2011 12
  13. 13. TQM as a Foundational Layer Total Quality Management (Deming Cycle) IT Service Management (ISO/IEC 20000) ITIL COBIT MOF Six Sigma© ITSM Academy 2011 13
  14. 14. The Importance of Process Integration  Measuring a single process is not enough  The output of one process is input to another  Consider the effect of changes on integrated processes  Monitor, measure and improve interfaces  Communicate process integration success to Recognize accomplishments Show proof of concept Provide incentive to continually improve© ITSM Academy 2011 14
  15. 15. Measuring Process Integration Problem Management Change Management nts # of Inciden Availability, Capacity, Security, Continuity Management Release Management g Incident Management Process Maturity  E Every ITSM process has a relationship with h l i hi i h  Every other ITSM process  Other IT processes such as project management  Other business processes such as financial management© ITSM Academy 2011 15
  16. 16. Demonstrating Process Governance  Achieving process maturity and the benefits of integration requires process governance Demonstrating accountability for the processes and the authority to require adherence t th processes th it t i dh to the Controlling the definition of the processes and interfaces Determining process performance and compliance through access to and analysis of measurements and other records Controlling the planning and the prioritizing of process improvements© ITSM Academy 2011 16
  17. 17. Information Sources  – acquire ISO standards  – acquire ITIL core books  – download COBIT 4.1/ITIL to COBIT mapping  – download MOF 4.0  – official site/download / ITIL to… ISO/IEC 20000 or MOF alignment papers  i i 20000 tifi ti – official site ffi i l it  – join our blog/post your questions© ITSM Academy 2011 17
  18. 18. Questions?© ITSM Academy 2011 18
  19. 19. Implementing ITIL From Help Desk to Service Desk ITIL SOA Visible OPS ITIL PPO ITIL Managing Across ITIL RCVITIL Service Strategy the Lifecycle ITIL OSA ITIL Service Design g ITIL Service Transition Service Transition ITIL Service Operation Overview ITIL Continual Service Operation Service Improvement Overview ITIL Foundation ISO/IEC 20000 Foundation Apollo 13 p MOF Foundation ITIL Executive Briefing Customer Service Excellence ITSM ITIL Leadership Overview Building Blocks of Process Design
  20. 20. Want to Learn More? Master Certified Process ISO/IEC 20000 ITIL Design Engineer (CPDE) Foundation Expert Complementary Course Complementary Course 1.5 credits 1 credit 5 credits Managing A M i Across th Lif the Lifecycle l 3 credits each 4 credits each CSI Service Offerings and Agreement (SOA) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream © ITSM Academy 2008 2 credits V3 Foundation© ITSM Academy 20
  21. 21. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as:  Change Manager   Support Manager   Service Level Manager © ITSM Academy 21
  22. 22. ITSM Academy Affiliates© ITSM Academy 2011 22