The document discusses how various IT management frameworks and standards such as ITIL, COBIT, ISO 27001, Six Sigma, and PRINCE2 are related and can be used together. It argues that no single framework is sufficient on its own and organizations benefit most from an integrated approach. Recommendations are provided for prioritizing frameworks based on needs and gradually implementing an integrated toolkit over time through careful planning and tailoring.

1. It Management Toolkititil is not enough Ahmed Al-Hadidi itSMF Egypt 3rdAnnual Conference 2011

2. About the Speaker 10 years of IT Experience Master of Business Administration (MBA) Diploma in Information Technology Management B.Sc. in Electronics Engineering ITIL V3 Service Operation PRINCE2 Foundation Six Sigma Green Belt EAITSM Member since 2009

3. Agenda What is Driving IT Today? Understanding Individual Frameworks and Standards Frameworks and Standards Relation with ITIL Strategic Alignment Model Enhanced Guidelines for Successful Toolkit Implementation

4. What is Driving IT Today?

5. What is Driving IT Today?

6. What is Driving IT Today?

7. IT Organizations Transformation

8. Can Business Answer These Questions?

9. How many here use ITIL? How many here use ITIL with another framework(s)? How many here have heard of or participated in discussions on which is better? How many here have wondered how all these models and standards fit together and might use them all in his organization?

10. It is Not Only ITIL !!

11. It is Easy to Get Lost

12. Frameworks Mix Most of the best practices and standards are not mutually exclusive and are most effective when used in combination such as ITIL, COBIT, CMM and ISO17799. Average development organizations increase productivity by 30% through the consistent use of IT Standards.

13. Gartner’s Review of Models

14. Putting All Together

15. ITIL ITIL = Information Technology Infrastructure Library De facto reference for “Best Practice” processes in IT Service Management Set of ready-made “How To” references for managing IT Best Practice NOT Methodology Vendor/Solution agnostic Service life cycle approach 5 Domains

16. ITIL

17. Vendor Frameworks Based on ITIL

19. Part 2: Code of Practice (Should)5 core processes

20. ISO/IEC 20000

21. ISO/IEC 20000 Relation with ITIL

22. ASL ASL = Application Services Library Derived from the first version of ITIL in the late 1990s A kind of “ITIL” for management, maintenance, enhancements, and renovations of business applications Covers all aspects of Application Management 6 cluster of processes divided into 3 levels

23. ASL

24. ASL Relation with ITIL ASL views Application Management as unique discipline. ITIL treats it as a combination of application development and service management ITIL Application Management focuses on the manageability aspects of applications. ASL focuses on how Application Management is executed ITIL does not differentiate between the initial development of the application, and the enhancements and renovations ITIL is more for “Off-the-Shelves” applications

26. ISO 17799:2005: Code of Practice

28. ITS-CMM ITS-CMM = IT Services Capability Maturity Model Specifies processes that are important for the delivery of services Describes the maturity of the organizations providing IT services Measures the capability of the IT services processes on a 5 level ordinal scale 24 process areas (16 core, 1 shared, 7 service-specific)

29. It is All a Question of Maturity

30. ITS-CMM Model

31. ITS-CMM Relation with ITIL ITIL is not a maturity model ITS-CMM provides roadmap of “What” an organization should implement to mature. ITIL provides the “How” in terms of implementation guidance ITS-CMM contains process areas for Service Delivery Planning and Service Quality Assurance

32. ITS-CMM Relation with ITIL

33. COBIT If You Can’t MEASUREIT, You Can’t CONTROLIT If You Can’t CONTROLIT, You Can’t MANAGEIT

34. COBIT COBIT = Control Objectives for Information and related Technology De facto reference for IT controls Identifies IT process that should exist to ensure IT is aligned with business The ONLY IT management and control framework that covers the end-to-end IT life cycle 4 domains – 34 control processes – 318 control objectives We continue to recommend that enterprises use COBIT to challenge their established IT governance procedures and to improve the controls they have in place.

35. COBIT Framework

36. COBIT Relation with ITIL They are not alternative approaches They are not mutually exclusive They are highly complementary COBIT outlines what you need to do. ITIL shows you how to get there ITIL is about best practice processes. COBIT is about control points

37. COBIT Relation with ITIL

38. IT Balanced Scorecard Derivative of the original Balanced Scorecard introduced by Kaplan and Norton in 1992 Instrument to measure and manage IT performance and enable alignment between business and IT Plays an important role in COBIT The major advantage of the IT Balanced Scorecard is that it provides a systematic translation of the strategy into critical success factors and metrics, which realizes the strategy. CIO of a Belgian Financial Organization, 2006

39. IT Balanced Scorecard

40. IT Balanced Scorecard USER ORIENTATION How does the users perceive the IT performance? CORPORATE CONTRIBUTION How does the management view the IT performance? Vision and Strategy OPERATIONAL EXCELLENCE How effective and efficient are the IT processes? FUTURE ORIENTATION Is IT positioned to meet future challenges?

41. IT Balanced Scorecard Relation with ITIL IT Balanced Scorecard translates ITIL KPI’s into business terms IT Balanced Scorecard measures efficiency and effectiveness of ITIL processes

42. Six Sigma Business driven methodology for process improvement Focuses improvement activities on those business processes that really matter the business (CTQ) Tools used are applied using improvement framework known as DMAIC For companies already in the ITIL implementation, Forrester recommends enhancements to the measurement system through the use of Six Sigma.

43. Six Sigma Relation with ITIL Six Sigma brings focus on ITIL processes that are CTQ Six Sigma helps ITIL to understand where are the defects within ITIL processes, what is the COPQ, etc. Six Sigma provides complementary tools to ITIL processes like cause and effect (fishbone) diagrams, control charts, etc.

45. Focus on products produced by the project NOT the activities to produce them

47. PMBOK PMBOK = Project Management Body of Knowledge Project Management standard developed by Project Management Institute (PMI) Collection of processes and knowledge areas generally accepted as best practice within the project management discipline 5 basic processes - 9 Knowledge areas – 44 processes

48. PMBOK Relation with ITIL

49. SAME ITIL COBIT Six Sigma ISO27001 IT Service CMM ASL ISO20000 PMBOK PRINCE2

50. The Calder – Moir Model

51. The Big Picture

52. Recommendations From Forrester First COBIT for overall governance Then ITIL for IT Service Management Then ISO 27001for Information Security Balanced Scorecard for measurement and communication By year-end 2010, ITIL, Six Sigma and COBIT will become the de facto process, quality and governance frameworks utilized by IT operational groups. Gartner’s Research Director, Ed Holub

53. Tips for Integrating Frameworks Tailoring Prioritizing Planning Start Simple Combine 2 or 3 at the most Begin at the Beginning, not the End

54. Questions