Terrance Knecht has extensive experience leading IT organizations across multiple industries. He is currently consulting at ZS Associates working on a project for Amgen. Knecht advocates for using established frameworks like COBIT, ITIL, and PMBOK to bring structure and acceptance to IT processes and projects. These frameworks provide best practices for areas like governance, service management, and project management that can be evaluated for maturity.

1. Terrance Knecht, MBA, PMP, CISSP, CGEIT, COBIT, ITIL
tlk@terranceknecht.com

2. Terrance Knecht
 Currently Consultant to ZS Associates working on a
project for Amgen (Phama)
 Previously head of Information Technology for
organizations 5 times
 Worked in Information Technology in the following
industries:
Government, Healthcare, Banking, Retail, Media, Tele
marketing, Financial
Services, Insurance, Education, Pharmaceuticals
 Most successful in turnaround/troubled environments

3. Information Technology
Organizations Are Reviewed
 Scheduled Audit
 Event/problem triggered
 Management questions IT ‘s direction
 Merger/Acquisition

4. Are You Organized?
 If someone comes in to review your organization and
actions are not tied to a process, each action is often
reviewed
 15 years ago if you had a system that tied individual
actions to processes which themselves were tied to the
high level summary, there was a general acceptance of
your department
Capitalized projects – outside audit
Processes - sale of organization

5. Next Level – International
Standards
 Today there are several internationally accepted standards
[FRAMEWORKS] for accomplishing functions within
organizations. Use a standard framework:
 To eliminate the need to “invent” one’s own standards
 To have predictability in results
 To have acceptance of the framework by outside entities
 To have portability of a person’s skills
 Senior Management is now responsible

6. Frameworks
 COBIT (Control Objectives for Information and
Related Technology
 ITIL (Information Technology Infrastructure Library)
 PMBOK (Project Management Body of Knowledge)
 COSO (Committee of Sponsoring Organizations of the
Treadway Commission
 ISO27001/ISO27002 (Security)
 CMMI (Capability Maturity Model Integration)

7. COBIT (Control Objectives for
Information and Related Technology)
 Key elements of enterprise governance:
Need for assurance about the value of IT (VALUE)
Management of IT risk (RISK)
Increased requirements for control over information
(CONTROL)

8. COBIT Objectives

9. COBIT Framework
 COBIT has information as the core value
 As a control and governance framework for IT, COBIT
focuses on two key areas:
Providing the information required to support
business objectives and requirements
Treating information as the result of the
combination of the application of IT-related
resources that need to be managed by IT
processes

10. Process Oriented
 COBIT is Process Oriented – These processes control
IT resources
Applications
Information – 9 Information Criteria
Infrastructure
People

11. COBIT – Information: Dimensions
 Effectiveness
 Efficiency
 Confidentiality
 Integrity
 Availability
 Compliance
 Reliability

12. These Resources Are Controlled
Within 4 Domains
PLAN & ORGANIZE
ACQUIRE DELIVER
AND AND
IMPLEMENT SUPPORT
MONITOR & EVALUATE

13. Total of 34 Processes Supporting the 4 Domains
Plan & Organize
Monitor & Evaluate Define a strategic IT Plan
Monitor & Evaluate IT performance Define the information architecture
Monitor & evaluate internal controls Determine technological direction
Ensue compliance with external Define the IT Processes, organization and
requirements relationships
Provide IT governance Manage the IT investments
Communicate management aims and
direction
Deliver & Support
Manage IT human resources
Define & manage service levels
Manage quality
Manage third party services
Assess and manage IT risks
Manage performance and capacity
Manage projects
Ensure continuous service
Ensure systems security Acquire & Implement
Identify & allocate costs Identify automated solutions
Educate & train users Acquire & maintain application software
Manage service desk and incidents Acquire & maintain technology
Manage the configuration infrastructure
Manage problems Enable operation and use
Manage data Procure IT resources
Manage the physical environment Manage changes
Manage operations Install & accredit solutions and changes

14. COBIT – Example – Strategic IT Plan
 Identify Primary, Secondary & Other for Information
Effectiveness - Primary
Efficiency - Secondary
Confidentiality
Integrity
Availability
Compliance
Reliability

15. COBIT – Example – Strategic IT Plan
 Identify Primary, Secondary & Other for IT
Governance Focus Areas
Primary
Secondary
Secondary

16. COBIT – Example – Strategic IT Plan
 Identify Primary, Secondary & Other for IT resources
 Applications - Primary
 Information - Primary
 Infrastructure - Primary
 People - Primary

17. COBIT – Example – Strategic IT Plan
ID Inputs
ID Outputs
Create RACI Chart
(Responsible, Accountable, Consulted, Informed)
Create Goals and Metrics

18. COBIT – Example – Strategic IT Plan
 Fill in the blanks:
Control over the IT Process of Define a Strategic
Plan
That stratifies the business requirements of IT of
_______
By focusing on ________
Is achieved by ________
And is measured by _______

19. Maturity Model
 The current status (in evolution) can be rated on a
maturity scale (CMMI)
0 Non-existent
1 Initial / Ad Hoc
2 Repeatable but Intuitive
3 Defined
4 Managed and Measurable
5 Optimized

20. COBIT: Evaluation
 COBIT/ISACA has an online COBIT evaluation system
to determine at what level (maturity) an organization
is regarding its implementation of COBIT

21. ITIL – Information Technology
Infrastructure Library
 ITIL is centered on Service Management (ITSM) – this
is the back office or operational concerns of IT to
insure that the focus is on the relationship with the
customer
 A service is a means of delivery of value to customers
by facilitating outcomes the customers want to achieve
without their ownership of specific costs or risks
 Service Management is a set of specialized
organizational capabilities for providing value to
customers in the form of a service

22. ITIL Life Cycle
 Service Strategy defines, maintains and implements
objectives & goals
 Service Design focuses on setting pragmatic service
blueprints which convert strategy into reality
 Service Transition aims to bridge the gap between
projects and operations
 Service Operations ensures that there are strong
end-to-end practices that insure stable services
 Continuous Service Improvement enables
improvement by supporting change

23. ITIL
CONTINUOUS SERVICE IMPROVEMENT
Service
Transition
SERVICE
STRATEGY
Service Service
Design Operation
CONTINUOUS SERVICE IMPROVEMENT

24. COBIT & ITIL & PMBOK
 COBIT is concerned with WHAT processes are
covered in its framework
 ITIL provides the detailed best practices on HOW
processes should be designed
 PMBOK provides the framework HOW to implement
projects which result in change

25. ITIL – One of 5 Key Stages of
Service – An Example
 Service Transition Is Composed of:
Change Management
Service Asset and Configuration Management
Knowledge Management
Release and Deployment Management
 Specific (detailed) best practices are provided

26. PMBOK – Project Management
 Project Management is concerned with creating “new”
in a predictable manner
 Projects are unique
 Repeatable is not project management – it is
maintenance

27. PM Steps
 Initiating
 Get a sponsor
 Create a project charter
 Identify stakeholders
 Planning
 Finalize requirements
 Create Project Scope statement
 Determine Team
 Create project plan
 Gain formal approval of plan

28. PM Steps
 Executing
Execute according to plan
Request Changes
Perform quality assurance
Use issues logs
 Monitoring & Controlling
Measure performance
Perform Risk Audits
Report on Project Performance

29. PM Steps
 Closing
Confirm work is done to requirements
Update lessons learned
Hand off completed project
Release resources

30. Project Management Processes
 Use issues logs (RAID)
Risk
Actions
Issues
Decisions

31. Mapping Frameworks
 COBIT to ITIL
 COBIT to PMBOK
 ITIL to Prince2 (PMBOK)

32. COBIT, ITIL & PMBOK
 Most processes/projects to not reach their potential
(fail)
 Most process implementations do not result in
pushing an individual forward
 Working with an international framework allows one
to skip explaining why and what the rules are and only
deal with how well one is executing the process