best practices: itil
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Best Practices: ITIL & CobiT
Bob FabianKawatha SectionMay 20, 2009
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Session Plan
• Introduction• Why Best Practice• Planning Context• Service Management• First Steps
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What's the Problem?
• Employ best practices• Too many opportunities• Focus on most important• Must pick the context
• Help Desk; Service Performance; Service Planning; IT Planning; Business Planning
• No analysis paralysis
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Best Practices
• Pro: Known to cover the territory• Con: Can impose high overhead
• Use sensible implementation
• Benefit for IT Professionals• Benefit for organizations
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IT Professionals
• Trustworthiness is critical• Trustworthy intentions• Trustworthy competence
• Intentions: Client comes first• Competence: Best Practice
• Aware of established best practices• Rational decision about employment• Sensible implementation approach
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Organizations
• Access to skilled professionals• Access to knowledgeable suppliers• Improved working relationships
• Buyers, sellers, partners
• M & A greatly simplified• Compatible processes key
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What's Different
• 1990 ~• Best Practices limited application• Focused too much on “how”
• 2010 ~• Broad Best Practice coverage• Focused more on “what”
• Sensible application expected
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2010 Bottom Line
• Before acting, consider Best Practices• Multiple Sources for Best Practices• Three levels:
• Guidelines – optional use (common)• Recommendation – must consider• Requirements – strong default (rare)
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Planning Context
• How much breadth & depth?• Business Value/Risk trade-off• IT Process trade-off• Service Management trade-off• Security, Help Desk, etc. Trade-off
• Pick Best Practice framework providing appropriate breadth & depth
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My Focus Today
• IT Governance Institute• Val IT & Risk IT• CobiT
• ITIL (Office of Government Commerce)• ITIL v.3• ITIL v.2
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Val IT
Val ITVal IT
CobiTCobiT
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Val IT Framework
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Value Not Enough
• It's not just getting maximum value• It's also taking appropriate levels and
kinds of risk• Especially today, failure to understand risk
and appropriately respond is unacceptable
• Risk is the other side of Value
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ITGI Balance
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ITGI Risk
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Next Level Down
• Which internal improvements will produce the best bang for the buck?
• Consider everything IT does– What's most important to success?– How much improvement is needed?– Where should limited resources go?
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4 CobiT Domains
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Full CobiT Picture
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Plan & Organize
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34 Process Maturity Models
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Internal Planning, Step One
• How important is each CobiT process to achieving business objectives?
• How mature is each process today?• How mature does each process need
to be within 12 months?• Concentrate on the most important 6
to 12 processes
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CobiT is High Level
• Where to look for more detailed best practices?
• CobiT provides a mapping from its framework down to a baker's dozen of more detailed frameworks
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ITGI Approach
Covers: COSO; ITIL; ISO/IEC 17799:2005; FIPS PUB 200; ISO/IEC TR 13335; ISO/IEC 15408:2005/Common Criteria/ITSEC; PRINCE2; PMBOK; TickIT; CMMI; TOGAF 81; IT Baseline Protection Manual; NIST 800-1468
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CobiT to ITIL v.3
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5 ITIL v.3 “Books”
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CobiT ITIL Explanation
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ITIL v.2
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ISO 20000
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Possible First ITIL Steps
• Service Catalogue• It's important to be clear about what's
being delivered, including SLA's.
• Help Desk -to- Service Desk• One point of contact. Consistent face
to users. Start Problem Management.
• Change Management• Weak change management causes
delay and encourages failure.
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My Message
• Look to established Best Practices• CobiT is a useful planning framework• Avoid analysis paralysis• Ambition is good; reality is critical• Target short term improvements
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Thank YouBob Fabian
www.fabian.ca