This document outlines a 7 step continual service improvement process:
1. Define policies and methods for service design.
2. Plan design resources and capabilities.
3. Coordinate design activities.
4. Manage design risks and issues.
5. Improve service design.
6. Design coordination.
7. Plan individual designs and coordinate and monitor them.
Practical Enterprise Architecture in Medium-size Corporation using TOGAFMichael Sukachev
Overview on the Practical Enterprise Architecture approach using TOGAF ADM for architectures development, Zachman Framework as artifacts repository and Sparx EA as a modelling tool.
A Brief Introduction to Enterprise Architecture Daljit Banger
Presentation to Metropolitan University (London) on the 16th Feb 2017.
The purpose of the session was to introduce core basic concepts around Enterprise Architecture and discuss the role of the Enterprise Architect .
Enterprise Architecture Governance: A Framework for Successful BusinessNathaniel Palmer
Enterprise Architectures play an important role supporting business transformation initiatives. Enterprise Architecture Governance (EAG) provides a structure for defining relevant strategies and compliance processes. This Level 3 Communications case study presents a detailed framework composed of three essential components of EAG:
1) Organizational Accountability must be clearly defi ned for all EAG aspects, and executive sponsorship is essential. Level 3 formed an executive steering committee with broad representation, preventing EAG from becoming an IT-only initiative.
2) Strategy Defi nition provides the roadmap for business transformation initiatives. Architectural guiding principles defi ne values and offer input into strategies, end states define where the company is going, and roadmaps document how to get there from.
3) Compliance Processes ensure that development initiatives are in alignment with the strategic direction. Level 3 has created a framework that gives each development initiative an architecture rating that indicates its compliance level.
Architecture Board & Governance- Key to Running IT as Business. Aligning Business Strategy with IT. Agenda. Goals & Objectives; Enterprise Architect Role ...
Practical Enterprise Architecture in Medium-size Corporation using TOGAFMichael Sukachev
Overview on the Practical Enterprise Architecture approach using TOGAF ADM for architectures development, Zachman Framework as artifacts repository and Sparx EA as a modelling tool.
A Brief Introduction to Enterprise Architecture Daljit Banger
Presentation to Metropolitan University (London) on the 16th Feb 2017.
The purpose of the session was to introduce core basic concepts around Enterprise Architecture and discuss the role of the Enterprise Architect .
Enterprise Architecture Governance: A Framework for Successful BusinessNathaniel Palmer
Enterprise Architectures play an important role supporting business transformation initiatives. Enterprise Architecture Governance (EAG) provides a structure for defining relevant strategies and compliance processes. This Level 3 Communications case study presents a detailed framework composed of three essential components of EAG:
1) Organizational Accountability must be clearly defi ned for all EAG aspects, and executive sponsorship is essential. Level 3 formed an executive steering committee with broad representation, preventing EAG from becoming an IT-only initiative.
2) Strategy Defi nition provides the roadmap for business transformation initiatives. Architectural guiding principles defi ne values and offer input into strategies, end states define where the company is going, and roadmaps document how to get there from.
3) Compliance Processes ensure that development initiatives are in alignment with the strategic direction. Level 3 has created a framework that gives each development initiative an architecture rating that indicates its compliance level.
Architecture Board & Governance- Key to Running IT as Business. Aligning Business Strategy with IT. Agenda. Goals & Objectives; Enterprise Architect Role ...
L'évolution des bonnes pratiques de sécurité de l'information et de gestion des services TI selon ITIL®2011 - ISO/CEI 20000 - COBIT®5 (2013-02-06)
Elhadji Niang (Nurun)
How to develop and govern a Technology Strategy in 10 weeksLeo Barella
This presentation covers the organizational layout, EA Services and EA Governance processes necessary to develop and govern a technology strategy effectively.
Introduction to Enterprise architecture and the steps to perform an Enterpris...Prashanth Panduranga
This presentation was used to introduce Enterprise Architecture, Introduction to how to perform an Enterprise Architecture Assessment followed by TechSharp introduction.
Deliverables in the presentation is not clear, the slides represent what was shown as part of the demo.
List of deliverables:
Application Rationalization framework
Portfolio Analysis framework
Road Map
Current state analysis
Target State establishing process
System Context
System Landscape
ITSM is one of the most popular and globally acknowledge IT service management certification for IT professionals. ITSM certification is offered to professionals who qualify in the ISO/IEC 20000 exam. To make this certification achievable, Simplilearn brings to you online ITSM training that lets you prepare for the ISO/IEC 20000 exam at your pace and from your own place. This presentation on ITSM includes all important topics based on the ISO/IEC 20000 exam. Each slide is prepared by our certified and experienced ITSM trainers. Understand all the service management processes including resolution process, control process, release process, service delivery process and relationship process through this ITSM training reference material. Improve your knowledge and enhance your confidence towards attaining the ITSM certification with Simplilearn.
History of IT Service Management Practices and StandardsRob Akershoek
Evolution of IT service management practices and standards from Top Gun 1 (around 1990) to Top Gun Maverick (2022)
How did the IT management evolve since 1990? When were key standards and practices introduced?
The IT management market has significantly evolved over the last few years e.g. introducing DevOps, Continuous Delivery, Agile Development, SRE and IT4IT. Managing this new multi-vendor ecosystem consisting of cloud, containers and micro-services.
Managing this new digital reality requires you to combine various practices into one integrated Digital Operating Model, to optimize end-to-end IT value streams.
Évolution des bonnes pratiques en sécurité de l'information avec COBIT 5ISACA Chapitre de Québec
L'évolution des bonnes pratiques de sécurité de l'information et de gestion des services TI selon ITIL®2011 - ISO/CEI 20000 - COBIT®5 (2013-02-06)
Martin Samson (Nurun)
Conference presentation for CCMG conference 2017
Advance Call will demonstrate what the practical applications of the new ISO 18295 – Part 1 - Requirements for Customer Contact Centres) standard entails and how it was implemented throughout the business.
Capability assessment of IT Governance using COBIT 4 Process Assessment Model (PAM). Presented for Information System Department, Universitas Bakrie - Indonesia
IT Governance Powerpoint Presentation SlidesSlideTeam
“You can download this product from SlideTeam.net”
Enable efficient use of information technology using these content ready IT Governance PowerPoint Presentation Slides. Take advantage of these corporate governance PPT templates to showcase the components of IT alignment like business strategy, IT strategy, business infrastructure, and IT infrastructure. Take the assistance of these data governance PPT visuals to show the steps of business alignment such as identification of key drivers, cost schedule, etc. Portray the managerial processes including direction setting processes, negotiation processes, monitoring and control processes using these IT performance PPT layouts. Demonstrate the organizational processes like work, behavioral, and change processes with this IT alignment PowerPoint deck. Reveal the gap between the current state and the future state along with the strategy to bridge that gap using these information technology governance PPT slideshow. Download these amazing data governance PPT layout and ensure the integrity and security of your organizational information. https://bit.ly/3EZfMDi
Understanding IT Governance and Risk Managementjiricejka
Describes IT Governance Holistic Framework for establishing transparent relation between Business and IT environment.
Describes Governance services and Risk Management Methods
An overview of The Open Group IT4IT Reference Architecture. It is a vendor and product-agnostic value chain-based operating model for managing the business of IT. While providing guidance on the design, procurement and implementation of the functionality needed to run IT, it also enables the systematic tracking of the state of IT services across the service life-cycle.
L'évolution des bonnes pratiques de sécurité de l'information et de gestion des services TI selon ITIL®2011 - ISO/CEI 20000 - COBIT®5 (2013-02-06)
Elhadji Niang (Nurun)
How to develop and govern a Technology Strategy in 10 weeksLeo Barella
This presentation covers the organizational layout, EA Services and EA Governance processes necessary to develop and govern a technology strategy effectively.
Introduction to Enterprise architecture and the steps to perform an Enterpris...Prashanth Panduranga
This presentation was used to introduce Enterprise Architecture, Introduction to how to perform an Enterprise Architecture Assessment followed by TechSharp introduction.
Deliverables in the presentation is not clear, the slides represent what was shown as part of the demo.
List of deliverables:
Application Rationalization framework
Portfolio Analysis framework
Road Map
Current state analysis
Target State establishing process
System Context
System Landscape
ITSM is one of the most popular and globally acknowledge IT service management certification for IT professionals. ITSM certification is offered to professionals who qualify in the ISO/IEC 20000 exam. To make this certification achievable, Simplilearn brings to you online ITSM training that lets you prepare for the ISO/IEC 20000 exam at your pace and from your own place. This presentation on ITSM includes all important topics based on the ISO/IEC 20000 exam. Each slide is prepared by our certified and experienced ITSM trainers. Understand all the service management processes including resolution process, control process, release process, service delivery process and relationship process through this ITSM training reference material. Improve your knowledge and enhance your confidence towards attaining the ITSM certification with Simplilearn.
History of IT Service Management Practices and StandardsRob Akershoek
Evolution of IT service management practices and standards from Top Gun 1 (around 1990) to Top Gun Maverick (2022)
How did the IT management evolve since 1990? When were key standards and practices introduced?
The IT management market has significantly evolved over the last few years e.g. introducing DevOps, Continuous Delivery, Agile Development, SRE and IT4IT. Managing this new multi-vendor ecosystem consisting of cloud, containers and micro-services.
Managing this new digital reality requires you to combine various practices into one integrated Digital Operating Model, to optimize end-to-end IT value streams.
Évolution des bonnes pratiques en sécurité de l'information avec COBIT 5ISACA Chapitre de Québec
L'évolution des bonnes pratiques de sécurité de l'information et de gestion des services TI selon ITIL®2011 - ISO/CEI 20000 - COBIT®5 (2013-02-06)
Martin Samson (Nurun)
Conference presentation for CCMG conference 2017
Advance Call will demonstrate what the practical applications of the new ISO 18295 – Part 1 - Requirements for Customer Contact Centres) standard entails and how it was implemented throughout the business.
Capability assessment of IT Governance using COBIT 4 Process Assessment Model (PAM). Presented for Information System Department, Universitas Bakrie - Indonesia
IT Governance Powerpoint Presentation SlidesSlideTeam
“You can download this product from SlideTeam.net”
Enable efficient use of information technology using these content ready IT Governance PowerPoint Presentation Slides. Take advantage of these corporate governance PPT templates to showcase the components of IT alignment like business strategy, IT strategy, business infrastructure, and IT infrastructure. Take the assistance of these data governance PPT visuals to show the steps of business alignment such as identification of key drivers, cost schedule, etc. Portray the managerial processes including direction setting processes, negotiation processes, monitoring and control processes using these IT performance PPT layouts. Demonstrate the organizational processes like work, behavioral, and change processes with this IT alignment PowerPoint deck. Reveal the gap between the current state and the future state along with the strategy to bridge that gap using these information technology governance PPT slideshow. Download these amazing data governance PPT layout and ensure the integrity and security of your organizational information. https://bit.ly/3EZfMDi
Understanding IT Governance and Risk Managementjiricejka
Describes IT Governance Holistic Framework for establishing transparent relation between Business and IT environment.
Describes Governance services and Risk Management Methods
An overview of The Open Group IT4IT Reference Architecture. It is a vendor and product-agnostic value chain-based operating model for managing the business of IT. While providing guidance on the design, procurement and implementation of the functionality needed to run IT, it also enables the systematic tracking of the state of IT services across the service life-cycle.
ITIL Foundation Training - A guide to beginners Celtem Learning
The IT Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.Get ITIL Certification Today! Celtem Learning.
Manual válido para presentarse al examen ITIL v3 Foundations.
Fácil comprensión y estructura válida para desarrollar en la empresa.
Descárgalo en http://www.biable.es/recursos-descargables/
Information Technology Infrastructure Library (ITIL) certification is the most coveted certification for IT service professionals. ITIL Foundation exam is the first level of exam within the ITIL certification program. ITIL Foundation certification offered to professions who qualify the ITIL Foundation exam validates one’s ability to handle IT services in a planned manner. This presentation on ITIL Foundation includes all the important ITIL terminologies and basics that are covered in the ITIL Foundation exam. Each slide covers ITIL topics based on the ITIL Foundation and is prepared by highly qualified instructors. Get an understanding on each of the ITIL Foundation topics and enhance your knowledge and confidence towards achieving the ITIL Foundation certification.
Technology Review is a periodical publication of Comarch that presents current industry trends and addresses hot topics regarding the telecommunications market.
Featured articles:
- Case Study: Grupo TVCable have obtained new flexible back office systems assuring smooth order-to-bill process support
- Transformation… what does this mean???
- How to avoid embarrassing challenges in projects – a vendor view
- Service Quality and Customer Experience – where customers meet the network
- How to transform your BSS to achieve the perfect customer experience
- Telework – an unexploited niche for telecom operators?
IBM Smarter Business 2012 - Du behöver inte sikta mot stjärnorna för att komm...IBM Sverige
Många har startat sin resa mot att kunna leverera molntjänster internt. Mycket energi har gått åt till att konsolidera och virtualisera, men sedan då? Vad ska man sedan göra? Vi diskuterar vad som behöver göras för att kunna leverera och konsumera molntjänster med högsta möjliga kvalitet och effektivitet.
Talare: Monica Cleaeson, Executive Consultant, WW Cloud Tiger Team, IBM
Besök http://smarterbusiness.se för mer information.
1. 7 Steps improvement process Continual Service Improvement Service Measurement Service Reporting
Service Design ITIL® 2011
Define policies Plan design resources Coordinate design Manage design Improve Design Coordination Plan individual Coordinate Monitor individual Review designs and
and methods and capabilities activities risks and issues service design designs individual designs designs handover SDP
Risk
Service Level Capacity Availability Management
IT Service Information Security
SKMS Management Management Management SKMS Continuity
Service/Component Security management
SLA/ Business/Service/ AMIS Management
OLA Planning availability Policies
Component capacity Capacity Plan ITSCM and the BCM Risk assessment and
Maintain catalogue Requirements
SKMS Requirements Business Impact management
SKMS Capture Service Risk assessment Analysis (BIA)
CMIS Plan, design and Countermeasures
SCMIS Level Requirements and management Risk assessment
UC model for Vital Business Define & enforce
performance Projected and management
Review and update Functions (VBF) information security
Technical Business Demand Service Continuity Countermeasures
Supplier
OLA (and UC)
Unavailability
Plan and design for
Plan
policies 1
Service Catalogue Management availability Requirements and Requirements & plans
Negotiate &
Management Application sizing Implement strategy Document &
establish SLA Management Availability Plan recovery (DRP) implement security
Strategies & policies Produce and Monitor, adjust & Performance Monitor, adjust &
Plan and continuity controls
present service Define service and maintain reports maintain Implement Monitor & manage
Requirements reports service package Report & Improve Report & Improve
Test and review security breach/ Service
Produce service
SKMS
Evaluation of new On going operation incidents/problems Design
ISMS
suppliers SLA
Descripti
SLA
Duratio
catalogues
SKMS
Service Strategy and maintain Improvement of Package
(SDP)
on
Servic n
Signatur Align with service Invoke security controls
Establish contract Suppor
e
t
e
Portfolio and CMS
Hours
Service Strategy Management for IT Services
Demand
Performance SKMS Portfolio Support business Standards
SLA Publish and update Management Discovery
Renew/terminate Service
Catalogues Maintain service
vision and mission
Identify customers
Architecture Service Transition tools
suppliers and 10% Prioritize Business activities
30% catalogues
contracts 20% Identify market investments and patterns
space Governance Change
Maintain SCMIS 10%
30%
3 Management Asset and
CAB Configuration
Business IT Financial Log, review and Management
Service Operation relationship Management Financial Plan categorize SKMS
Management
Assess and authorize Plan and Identify
Service portfolio Service Cost CMS
IT Operations Management function Customer Portfolio Definitive Mon Tue build and test
Management Structure Media
Customer 27 28 Plan and coordinate
Organization and Library Maintain and control
Applications Management function Evaluate services build and test CMDB’s
Define Agreements RACI Charts
Technical Management function Portfolio Funding Change Schedule Authorize deployment
Analyse Status report
Customer Charge-back Coordinate
Self serve Authorise
Service Desk function Satisfaction deployment Verification and
Return On Work audit Spares
Charter Service
Investment order Measure and report
Requirements Release and Inventory and
Patch Deployment Post Implementation licence management
SKMS Management Management Review
Request fulfillment Request
Service Incident Problem Emergency change
Models Plan
Requests Management Management
Modeling Validation and Transition Planning and Support
Events and Identifiy and log Prepare
Detect and log Tests Plans
alerts Access Management
Setup Transition Transition release
Log request Categorize & Categorise and Build and test cycles Strategy policies policies
Event Management prioritize prioritize Deployment And asset
Receive request
Investigate and Plans Pilot and tests Lifecycle Prepare Plan and coordinate Support
Design for event Automate workflow Initial support
diagnose stages transition Transition transition
management Request verification 3 Deployment
Diagnose
Configure system
Fulfillment
Provide access rights
Workaround Release planning 2
SKMS packages Execute Service Validation Change Evaluation
Resolve and recover Raise known error and Testing
Notification/ Closure deployment,
Log and track access Incident
Detection/Log Resolve Service Knowledge transfer, retire Evaluation plan
records Service and quality
Filter/correlation/ Remove-restrict Close Management Expected and
Close Early life support assurance
significance access rights Known error unexpected effects of
1 Follow up &
records Major problem
Knowledge
Maintain groups and communicate management strategy Test policies change
Alert and response review Release review 2
Request roles Problem Evaluation of expected
Models Knowledge transfer performance
records Test strategy
Respond and close Manage data, Evaluation of real
Revise and tuning information, Test levels and performance
SKMS User satisfaction knowledge
Service models Risk management
Roles and survey Improvement
groups Using SKMS Test approach and Version
proposals Test plan and results
technique 2011/11/07
Service review and Process review and CSI Framework and
Organizational Change Deming Cycle Ownership CSI Register IT Governance
improvement planning compliance Quality System