Establishment of IT controls

1. Christy Cirino, Dir IT & Business Process Aug 2011 IT Organization and Controls

2. Service Delivery Management Methodology & Governance Selection ProductivityCentre ArchitectureLab ManagementSuite StrategyForum Result Station Program Program Project 1 Project 3 Project 5 Program X Y W Z Q 1 3 5 2 4 ! ? @ Benefits Solution Vision Mission Objectives Reality Organization Resources Market Product Target Organization Resources Market Product Dynamics (Services) Structure (Resources) Dynamics (Services) Structure (Resources) Current Capabilities Target Capabilities X Y Z Q W Direction Solution Solution Solution Project Change Blueprint 1 2 3 5 4 Change Initiatives Team Leader Project Team Solution Architect Program and Project Managers Business System Manager Upper Mgmt Enterprise Architect Operational Management Organization

3. Service Delivery Management Methodology & Governance

4. Service Management Process Framework IT Service Management Process Framework Service Desk IT Manager System Manager Business Users Incident Management Problem Management Change Management Configuration Management Release Management

6. Incident Management Process Flow Incident detection and recording Classification and initial support Service Request Investigation and diagnosis Resolution and recovery Incident closure Service Request Procedure Ownership, monitoring, tracking and communication

7. Problem Management Process Flow Problem Control Problem identification and recording Problem Classification Problem Investigation and diagnosis RFC, Problem Resolution and closure Tracking and monitoring Problems Error Control Error identification and recording Error Assessment Record error resolution Close error and associated problem(s) Tracking and monitoring Errors RFC Change successfully implemented

8. Process for Change and Configuration Management Change Management Release Management Configuration Management Request for Change Filter, Record & Identify Prepare for Change Classification & Planning Release Change built, tested Implementation Change implemented Evaluation Closure End Release & Distribution of new documented software versions Reports and Audit Information Reports Update CI Details Update CMDB & DSL. Release from DSL Verify CMDB Configuration Management DB (CMDB) Definitive Software Library (DSL)

10. Some Sample Templates Requirements Management Process for SAP Change Management Process Coding Standards (SAP – ABAP) SDLC Controls during AMS projects Information Security Process